Azadeh Mahootchi
Toronto,ON
Summary
Bilingual and client-focused professional with 10+ years of combined experience in client relationship, administrative support, and customer service roles. Proven ability to thrive in high-volume, multicultural environments while delivering exceptional service across phone, email, chat, and in-person interactions. Skilled in CRM platforms, conflict resolution, documentation, and cross-functional communication. Known for empathy, accuracy, and a strong commitment to building positive client experiences.
Overview
15
15
years of professional experience
Work History
Customer Experience Associate
Lufthansa InTouch – Miles & More Program
01.2021 - 01.2025
- Delivered premium service to international customers via phone, email, and chat in English and German.
- Handled confidential information including clients’ credit card numbers in a professional manner.
- Supported loyalty program inquiries, travel arrangements, account management, and complex issue resolution.
- Utilized CRM systems to document cases, monitor progress, and ensure accuracy of client records.
- Demonstrated strong problem-solving and de-escalation skills to achieve high satisfaction and first-contact resolution.
- Collaborated with cross-functional teams to meet KPIs, enhance processes, and elevate overall service quality.
Client Relationship Manager Assistant
Parsian Bank
01.2018 - 01.2020
- Met with clients to understand their personal and business priorities, advised them on solutions, and provided relevant financial plans.
- Maintained knowledge of the Bank’s products and services and ensured communicating accurate and correct information to customers.
- Provided efficient and professional service to the clients during every interaction, including day-to-day banking transactions like deposits, withdrawals, bill payments, and/or other account requests.
- Took ownership of client complaints/issues, initiating action, following up with respective units and resolving the problem within stipulated timeframe and keeping the clients informed during the process.
- Assisted customers with self-service banking.
- Attended and managed customers in an orderly manner in the branch lobby for better customer experience and quick service.
Administrative Assistant
DSIT Language Institute
01.2010 - 01.2018
- Managed administrative functions including scheduling, correspondence, data entry, and documentation.
- Supported faculty and students with inquiries, registrations, and program coordination.
- Assisted with event planning, class logistics, and maintaining organized filing and record-keeping systems.
- Served as a communication bridge between staff, students, and external partners.
- Provided translation support (German–Persian–English) for academic materials and internal communication.
Education
Bachelor’s Degree - German Translation
University of Tehran
Tehran, IranMaster’s Degree - German Studies
Azad University
Tehran, Iran01.2005
Skills
- Customer Service & Client Support
- CRM & Ticketing Systems
- Multichannel Communication (Phone, Email, Chat)
- Translation & Interpretation (English–German–Persian)
- Administrative Support & Office Coordination
- Travel Booking & Loyalty Program Assistance
- Conflict Resolution & De-escalation
- Microsoft Word, Excel, Outlook
- Time Management & Multitasking
- Team Collaboration & Accountability
- Languages: English, German, and Persian
Languages
English
Professional Working
Timeline
Customer Experience Associate
Lufthansa InTouch – Miles & More Program
01.2021 - 01.2025
Client Relationship Manager Assistant
Parsian Bank
01.2018 - 01.2020
Administrative Assistant
DSIT Language Institute
01.2010 - 01.2018
Bachelor’s Degree - German Translation
University of Tehran
Master’s Degree - German Studies
Azad University