FAHIM AHMED
London,Canada
Summary
Hardworking Registration Representative with a detail-oriented and skilled approach to handling all admissions needs, including information gathering, system updates and appointment setting. Adept at answering phones and transmitting medical records. Looking for a new role with the chance for advancement.
Overview
16
16
years of professional experience
Work History
Claims Registration Representative
Workplace Safety And Insurance Board
11.2024 - Current
- Process incoming registration documents from all channels.
- reviewing prior claims to match incoming documents correctly.
- Contacting workplace parties to clarify information, collecting missing information to support decision readiness.
- Answer inbound calls from workplace parties and injured person to collect missing information to register claims.
- Answer queue driven call maintaining adherence.
- Complete privacy checklist when required.
Customer Service Executive
TD Canada Trust
07.2024 - 10.2024
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Described product and service details to customers to provide information on benefits and advantages.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service Representative
Bill Gosling Outsourcing
01.2024 - 07.2024
- Help customers with complaints and questions, give customers information about products and services
- Ensure to deliver BGO and client metrics and expectations on a regular basis
- Ensure customer satisfaction and provide professional customer support
- Update customer files with appropriate information and ensure information being placed in customer files follow regulatory, client specific, and corporate guidelines
- Engage with customers on all inbound/outbound calls, emails, and other channels of communication applicable and/ or supports to update customer’s account information
Retail Store Supervisor
Toto Electronics Inc.
02.2022 - 10.2023
- Control and direct the actions of the cashiers and salespeople.
- Create work schedules and assign sales representatives to specific tasks.
- Conduct market research and pattern analysis to determine customer demand, projected sales levels, and the effect of competitors' business practices on sales.
- Decide on the products and services to be sold, as well as the pricing and credit policies to be adhered to.
- Support the payment of goods and their return.
- Fix any unforeseen problems, including supply shortages, customer requests, and grievances.
- Ensure that the ordered merchandise is kept in stock at the appropriate levels.
- Make reports on staffing issues, merchandise volume, and sales volume.
Credit Card Customer Service Officer
TD Canada Trust
12.2021 - 02.2022
- Responding to customer inquiries and providing assistance regarding credit card-related queries, such as card activation, balance inquiries, transaction disputes, billing issues, and general account information.
- Addressing customer complaints and concerns regarding credit card transactions, fees, statements, and any other issues that may arise. Working to find satisfactory solutions and ensuring customer satisfaction.
- Assisting customers with credit card application processes, verifying application information, conducting necessary checks, and ensuring compliance with bank policies and procedures.
- Educating customers about credit card features, benefits, rewards programs, interest rates, fees, and any other relevant details. Guiding customers on the appropriate use of credit cards and promoting responsible spending habits.
- Handling account maintenance tasks, such as updating customer information, processing card replacements, managing credit limits, and making changes to account settings as required.
- Performing financial transactions: Conducting various financial transactions on customer accounts, including processing payments, initiating balance transfers, and addressing fraudulent or unauthorized transactions.
- Identifying opportunities to promote additional bank products or services to customers, such as insurance, loans, or investment options, based on their credit card usage and needs.
- Adhering to strict security protocols and ensuring compliance with data protection regulations to safeguard customer information and prevent fraudulent activities.
- Maintaining accurate and detailed records of customer interactions, inquiries, complaints, and resolutions in the bank's customer relationship management (CRM) system.
- Keeping up-to-date with the bank's credit card policies, procedures, and regulatory requirements to provide accurate and compliant information to customers.
Manager- Service & Business Quality
Eastern Bank Limited, Retail & SME Banking
07.2015 - 09.2021
- Arrange Mystery shopper’s survey to standardize service in compliance with national and international industry standards and benchmarking.
- Review Customer Satisfaction (CSAT) reports, highlight improvement required areas, recommend and ensure service quality.
- Ensure branch visits throughout the country and identify areas of development and improvement needed indicators.
- Identifying process/system lapses through periodic complaint trend analysis.
- Analysis of training need and conduct training & development workshops.
- Device train the trainer programs to enrich and de-centralize training needs.
- Evaluate performance based on Pre and Post training reports.
- Enhance employee performance through mentoring programs, counselling etc.
- Set plans to manage a crisis or compliance violation.
- Communicate and train branch staff to ensure customer transactions are processed in compliance with AML and regulatory policies.
- Proactively audit processes, practices and documents to identify weaknesses.
- Keep abreast of internal standards and business goals.
- Prepare and submit monthly, half yearly and yearly regulatory reports to central bank
Specialist Non Voice Operation & Work Force Management
Genex Infosys Limited
07.2013 - 02.2015
- Supervising Non Voice media.
- Leading a team of 14 employees.
- Auditing Email, SMS.
- Preparing TNI & Efficacy report.
- Preparing Schedules based on requirements.
- Monitoring Non Voice KPI, and act accordingly.
- Preparing & communicating MIS reports (daily, weekly, monthly) for Call Center Management.
- Evaluating KPI index for individuals.
- Maintain internal HR database.
- Admin level user of NICE IEX Work Force Management solution.
- Salary and revenue forecast & projection and engaged in research to improve performance of the call center.
Specialist, Resource Management & Customer Experience
Robi Axiata Limited
08.2009 - 07.2013
- Preparing MIS reports for call center Management.
- Participating and developing new ideas with market intelligence, participate in combined sessions with other departments to develop new products and doing market analysis.
- Monitoring performance of the individuals working in the unit.
- Evaluating KPI index for individuals.
- Administrator level support for NICE IEX Work Force Management software.
- Engaged in research and analytics to improve certain call center KPI targets(i.e. AHT, dropped calls, repeated calls)
- Manage and deliver essential trainings for individuals/groups in order to update individual/ group performance.
- Planning & scheduling for customer service executives based on call forecast and ensure maximum resource optimization.
- Answering inbound/outbound calls as well as assist customers for specific query.
- Analyzing, rectifying and providing solutions efficiently to customers’ concern using established procedures, while logging all complaints and queries received.
- Providing customer satisfaction to both internal and external customers and strives to continuously improve service delivery.
Education
Bachelor of Science - Computer Science & Engineering
Ahsanullah University of Science & Technology
10.2008
Skills
- Claims Management
- Service Quality Monitoring
- Financial Operations
- Data Analytics
- Training & Development
- Complaint Management
- SAP
- Citrix
- SalesForce
- Microsoft Excel
- Microsoft Outlook
- Microsoft Visio
- MySQL
- NICE IEX WFM
- Moodle
LANGUAGE SKILLS
ENGLISH (Full Professional Proficiency)
Full Professional
HINDI (Full Professional Proficiency)
Elementary
BENGALI (Native)
Native or Bilingual
Accomplishments
Recognized for better customer service delivery and meeting occupancy target consistently.
Training
- NICE IEX Workforce Management 2012
- Neuro Linguistic Programming - Developing Personal Excellence in 2011.
Timeline
Claims Registration Representative
Workplace Safety And Insurance Board
11.2024 - Current
Customer Service Executive
TD Canada Trust
07.2024 - 10.2024
Customer Service Representative
Bill Gosling Outsourcing
01.2024 - 07.2024
Retail Store Supervisor
Toto Electronics Inc.
02.2022 - 10.2023
Credit Card Customer Service Officer
TD Canada Trust
12.2021 - 02.2022
Manager- Service & Business Quality
Eastern Bank Limited, Retail & SME Banking
07.2015 - 09.2021
Specialist Non Voice Operation & Work Force Management
Genex Infosys Limited
07.2013 - 02.2015
Specialist, Resource Management & Customer Experience
Robi Axiata Limited
08.2009 - 07.2013
Bachelor of Science - Computer Science & Engineering
Ahsanullah University of Science & Technology
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