Aminur Rab
Pickering,On
Summary
Seasoned Customer Resolution Specialist with extensive telecom industry experience. Excels in multi-channel support, complex problem-solving, and team leadership. Consistently achieves high performance metrics, including 90%+ first call resolution. Adept at navigating evolving technologies and industry dynamics while efficiently managing high-volume interactions.
Overview
17
17
years of professional experience
Work History
Client Relations Specialist
Rogers Communications
01.2011 - 05.2024
- Demonstrated exceptional communication skills as an agile, hybrid agent across phone, digital chat, and social media platforms, maintaining customer satisfaction rates above 80% and reducing churn below 2% through tactful handling of sensitive issues and complex problem resolution.
- Exhibited strong leadership and mentorship abilities by serving as a copilot for new trainees, providing floor support for up to 40 agents simultaneously, and delivering presentations as a primed expert to groups of up to 30 colleagues, consistently ranking in the top 10% of the department for KPI achievement.
- Showcased superior analytical problem-solving skills and attention to detail by achieving first call resolution rates above 90%, expertly navigating multiple systems and leveraging advanced investigative techniques to identify and resolve complex customer issues efficiently.
- Demonstrated exceptional resilience and resourcefulness by managing up to 50 daily interactions between customers and vendors, while maintaining proficiency in MS Office, Salesforce, and various CRM systems, adapting swiftly to new technologies and policies in a rapidly evolving telecommunications landscape.
Retention Specialist
Bell TV
11.2007 - 12.2010
- Specialized in providing exceptional customer service for satellite TV offerings, demonstrating in-depth product knowledge and problem-solving skills while consistently meeting and exceeding performance metrics in a fast-paced environment.
- Recognized with the prestigious Eclipse Award for Excellence, acknowledging outstanding customer service, innovative problem resolution, and consistent top-tier performance in customer satisfaction and retention.
Education
Advance Marketing And Business Administration -
Centennial College
Toronto, ON12.2006
High School Diploma -
Stephen Leacock Collegiate Institute
Toronto, ON12.2001
Skills
- Communication Excellence
- Leadership & Mentorship
- Analytical Problem Solving (attention to details)
- Technical Proficiency (MS Office, Salesforce, CRM)
- Resilience and Resourcefulness
Timeline
Client Relations Specialist
Rogers Communications
01.2011 - 05.2024
Retention Specialist
Bell TV
11.2007 - 12.2010
Advance Marketing And Business Administration -
Centennial College
High School Diploma -
Stephen Leacock Collegiate Institute
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