Bilan Warsame
Calgary,AB
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
Work History
Customer Experience Associate
Scotiabank
Calgary, AB
09.2023 - Current
- Ensure positive interactions between customers and the organization by providing exceptional customer service, addressing inquiries, resolving issues and maintaining customer satisfaction.
- Contribute to the Branch’s targets by identifying and fulfilling simple sales opportunities, including opening day-to-day accounts, fulfilling pre-approved credit opportunities, and referring eligible customers to Financial Advisors.
- Serve as a technology expert by sharing my knowledge of online banking with clients. Responsible for introducing customer to our mobile banking applications and assisting them to better manage their banking needs.
- Explain complicated concepts simply in order for customers to better understanding banking.
- Collaborated with team members to develop effective strategies for enhancing the overall customer experience.
Shift Supervisor
Starbucks
Kelowna
10.2021 - 04.2023
- Served an average of 100+ customers daily, providing prompt, personalized, and friendly service in a fast-paced environment.
- Reduced employee turnover rate by fostering a positive work environment and addressing staff concerns promptly.
- Optimized store performance during peak hours by skillfully overseeing staff through strategic task delegation, ultimately enhancing the store's profitability.
- Improved customer satisfaction rates with consistent quality checks and timely resolution of complaints.
- Trained 5 new baristas in workflow procedures, coffee brewing equipment, and drink preparation.
- Memorized drink orders and preferences for regular customers to build rapport and increase brand loyalty.
- Responsible for cash handling procedures as well as financial closing tasks such as calculating sales and labour and divvying tips amongst baristas.
Administrative Assistant
Ryden International Real Estate Agency
Nairobi, Kenya
05.2022 - 08.2022
- Greeted and proactively assisted incoming clients in a timely manner.
- Acted as a primary point of contact for an average of 70 incoming phone calls per day, resolving client concerns on the phone while also addressing customer inquiries online and through email.
- Successfully managed executive calendars, strategically scheduling meetings, appointments and events for agents and clients.
- Digitized record-keeping system from manual to computer-based, creating a user-friendly and systematic information management system hence reducing data-retrieval time.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
Cashier
Noma Cafe
Nairobi, Kenya
01.2018 - 08.2019
- Handled cash, credit & cheque transactions with customers while ensuring pricing is correct.
- Guaranteed the customers’ needs were addressed with authorization to issue refunds if necessary.
- Supervised the efficient operation of the café and oversaw all financial dealings with both clients and suppliers.
- Organized reservations to accommodate a suitable number of customers. Prepared seating assignments prior to service and presented plan to restaurant staff during pre-shift meeting.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
Intern
Chirag Africa Limited
Nairobi, Kenya
05.2017 - 08.2017
- Assisted within numerous departments including dispatch, marketing as well as human resource.
- Enhanced intern productivity by assisting with project coordination and providing ongoing support.
- Streamlined office processes for improved efficiency and time management through regular organizing and filing documents within a complex system, maintaining an archive spanning up to 7 years.
- Contributed to a positive team environment by collaborating with fellow interns on group projects and presentations.
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
Education
Bachelor of Arts - Economics
Univeristy of British Columbia
Kelowna, BC06.2023
Skills
- Certifications: TCPS certification
- Technical Skills: Proficient in the use of Microsoft Office Suite, Java, HTML & R
Languages
English
Native or Bilingual
Somali
Native or Bilingual
Kiswahil
Limited Working
Timeline
Customer Experience Associate
Scotiabank
09.2023 - Current
Administrative Assistant
Ryden International Real Estate Agency
05.2022 - 08.2022
Shift Supervisor
Starbucks
10.2021 - 04.2023
Cashier
Noma Cafe
01.2018 - 08.2019
Intern
Chirag Africa Limited
05.2017 - 08.2017
Bachelor of Arts - Economics
Univeristy of British Columbia