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
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
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
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
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
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
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