Summary
Overview
Work History
Education
Skills
Timeline
Generic

Amira EL-Kholei

Toronto,Canada

Summary

Dynamic customer service professional with extensive experience at FedEx Express, excelling in conflict resolution and data entry. Proven track record of enhancing customer satisfaction through tailored solutions and effective communication. Adept at managing high-stress situations while maintaining operational efficiency, driving loyalty, and fostering positive relationships.

Overview

10
10
years of professional experience

Work History

Customer Service Representative

FEDEX EXPRESS
Toronto
06.2022 - Current
  • Improved customer experience by receiving packages and auditing airway bills for completeness and accuracy, minimizing processing errors and improving operational efficiency.
  • Identified and analyzed customer needs to provide tailored shipping solutions, ensuring efficiency and customer satisfaction.
  • Streamlined international shipments by providing accurate rates, commitments, and customs documentation guidance. Optimized shipping strategies utilizing Express and Ground services, ensuring strict adherence to company policies.
  • Addressed service inquiries and coordinated efficient pick-ups via incoming calls, delivering prompt and knowledgeable assistance to ensure a seamless customer experience.
  • Effectively managed high-stress situations, maintaining professionalism while resolving disputes.
  • Investigated undeliverable packages to identify causes and collaborated with customers to obtain necessary information, such as customs documentation and updated addresses, ensuring timely deliveries.
  • Resolved customer complaints empathetically, increasing loyalty and repeat business.
  • Provided accurate information and responsive assistance to customers, improving service satisfaction and fostering positive relationships.
  • Streamlined administrative duties to enhance operational efficiency and ensure seamless daily operations.
  • Enhanced operational efficiency via voice dispatching, typing, and meticulous record and file maintenance; proactively managed RTS and over goods logs, ensuring accurate, timely updates to support smooth business operations.
  • Collaborated with cross-functional teams to identify and discuss strategies for enhancing overall customer satisfaction company-wide.
  • Maintained data accuracy by entering package details into the Global Cash Control System (GCCS) and processing daily reports, providing management with actionable insights to improve operations and decision-making.
  • Maintained optimal inventory levels of customer and station materials, preventing shortages and supporting daily operations.

Barista

STARBUCKS COFFEE
Toronto
09.2019 - 08.2023
  • Managed order taking, preparation, and finalization to deliver efficient front-of-house service and a high-quality customer experience in a clean, welcoming environment.
  • Processed sales and monetary transactions accurately using a POS system, ensuring smooth and efficient customer transactions with minimal errors.
  • Prepared and served food and beverage orders to meet customer preferences and ensure satisfaction.
  • Promoted a positive work environment through teamwork and professional development to enhance team effectiveness and performance.
  • Provided exceptional customer service by offering friendly and knowledgeable menu guidance, improving the dining experience.
  • Maintained uninterrupted service by consistently stocking inventory, preventing shortages and ensuring item availability.
  • Supported accurate inventory management through regular stock counts, maintaining precise stock levels and enabling efficient operations.
  • Maintained composure and productivity during peak periods, ensuring optimal outlet efficiency and fostering a positive team environment.
  • Proactively identified operational challenges and areas for improvement, offering constructive feedback to management to support continuous improvement initiatives.
  • Maintained optimal equipment performance and hygiene standards by consistently and thoroughly cleaning coffee and espresso machines.

Customer Service Representative

CARA
Toronto
10.2015 - 04.2016
  • Managed high volumes of inbound calls to efficiently process Swiss Chalet orders and deliver exceptional customer service, ensuring a seamless and positive customer experience.
  • Welcomed customers with a professional and friendly demeanor, setting a positive tone and reinforcing brand loyalty through engaging interactions.
  • Addressed client concerns promptly and effectively to deliver top-tier customer service, fostering satisfaction through timely resolutions and personalized attention.
  • Coordinated proactively with various stores via outbound calls to manage order changes, ensuring smooth delivery processes and preventing customer dissatisfaction.
  • Exceeded daily sales targets through strategic upselling of menu add-ons during order processing, driving revenue growth and maintaining high customer satisfaction ratings.
  • Resolved customer disputes by actively listening to concerns, identifying root causes, and providing tailored solutions, improving customer retention and satisfaction.

Education

Interior Design Technology

George Brown College
04.2020

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Research
  • Conflict resolution
  • Time management
  • Call center experience
  • Computer proficiency
  • Attention to detail
  • Troubleshooting

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