Summary
Overview
Work History
Education
Skills
Timeline
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AMIRA EL-KHOLEI

Toronto,Canada

Summary

Experienced customer service professional with a proven track record in addressing and resolving customer issues. Recognized for my strong focus on team collaboration and achieving positive outcomes. Known for reliability, adaptability, excellent communication, and problem-solving skills.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

FEDEX EXPRESS
06.2022 - Current
  • Enhanced customer experience by efficiently receiving packages and meticulously auditing airway bills, ensuring completeness and accuracy to minimize processing errors and improve operational efficiency.
  • Quickly identified and analyzed customer needs to provide tailored shipping solutions, ensuring efficiency and customer satisfaction. Delivered accurate rates, commitments, and guidance on customs documentation to streamline international shipments. Optimized shipping strategies by leveraging Express and Ground services while strictly adhering to company policies and procedures.
  • Provided prompt and knowledgeable assistance by answering incoming calls, addressing service inquiries, and coordinating efficient pick-ups, ensuring a seamless customer experience.
  • Proactively investigated undeliverable packages, identified causes, and collaborated with customers to obtain necessary information (e.g., customs documentation, updated addresses), ensuring successful and timely deliveries.
  • Consistently provided accurate information and responsive assistance to customers, improving service satisfaction and fostering positive customer relationships.
  • Streamlined administrative duties, contributing to enhanced operational efficiency and seamless day-to-day operations.
  • Efficiently processed payments through the Global Cash Control System (GCCS), ensuring accurate transactions and consistently maintaining a balanced float at the end of each shift, reducing discrepancies and improving financial accuracy.
  • Enhanced operational efficiency by performing a variety of tasks, including voice dispatching, typing, and maintaining meticulous records and files. Proactively managed RTS and over goods logs, ensuring accuracy and timely updates to support smooth business operations.
  • Ensured data accuracy by efficiently entering package information into GCCS and processing daily reports, providing management with timely, actionable insights to improve operations and decision-making.
  • Optimized inventory management by maintaining accurate levels of customer and station materials, preventing shortages and supporting seamless daily operations.

Barista

STARBUCKS COFFEE
09.2019 - 08.2023
  • Delivered efficient front-of-house service by managing order taking, preparation, and finalization, while maintaining a clean and welcoming environment, ensuring a high-quality customer experience.
  • Accurately processed sales and monetary transactions through the POS system, ensuring smooth and efficient customer transactions with minimal errors.
  • Expertly prepared and served beverages and food items, consistently meeting customer preferences and ensuring satisfaction with every order.
  • Fostered a positive and inclusive work environment by promoting teamwork, contributing to team effectiveness, and actively participating in personal and professional growth to enhance team performance.
  • Delivered exceptional customer service by providing friendly, knowledgeable guidance to customers in making informed menu choices, enhancing their dining experience.
  • Ensured uninterrupted service by consistently maintaining well-stocked inventory levels, preventing shortages and ensuring all items were available for customer orders.
  • Contributed to accurate inventory management by assisting with regular inventory counts, ensuring precise stock levels and supporting efficient operational processes.
  • Maintained composure and high performance during busy periods, ensuring the outlet continued to operate at peak efficiency while setting a positive example for the team.
  • Proactively identified operational challenges and areas for improvement, providing constructive feedback to supervisors and managers to support continuous improvement.
  • Maintained equipment quality by consistently performing thorough cleaning of coffee and espresso machines, ensuring optimal performance and upholding hygiene standards.

Customer Service Representative

CARA
10.2015 - 04.2016
  • Efficiently managed high-volume inbound calls, delivering exceptional customer service while processing Swiss Chalet orders, ensuring a seamless and positive experience for every customer.
  • Provided a warm and professional welcome to customers, setting a positive tone for their experience and reinforcing brand loyalty through friendly interactions.
  • Delivered top-tier customer service by addressing client concerns promptly and effectively, fostering satisfaction through timely resolutions and personalized attention.
  • Proactively coordinated with various stores through outbound calls to manage order changes, ensuring smooth delivery processes and preventing any disruptions to customer satisfaction.
  • Consistently exceeded daily sales targets by skillfully upselling menu add-ons during order processing, enhancing revenue while maintaining high customer satisfaction.
  • Resolved customer disputes effectively by actively listening to concerns, identifying the root cause, and providing tailored solutions, resulting in higher customer retention and satisfaction.

Education

Interior Design Technology -

George Brown College
Toronto, ON
04-2020

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Research
  • Adobe Illustrator
  • Adobe InDesign
  • Revit
  • AutoCad
  • Problem resolution
  • Call center experience
  • Computer proficiency
  • Administrative support

Timeline

Customer Service Representative

FEDEX EXPRESS
06.2022 - Current

Barista

STARBUCKS COFFEE
09.2019 - 08.2023

Customer Service Representative

CARA
10.2015 - 04.2016

Interior Design Technology -

George Brown College

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AMIRA EL-KHOLEI