Faiza Ben Atigue
Laval,QC
Summary
Accomplished Remote Resolution Team Leader and Customer Service Representative at IKEA Canada, adept in fostering teamwork and collaboration while enhancing customer relations through effective problem resolution. Achieved increased customer satisfaction ratings by implementing strategic initiatives, showcasing a blend of critical thinking and customer service skills.
Offering collaborative mindset and ability to motivate team members toward achieving collective goals. Delivers effective communication and problem-solving skills. Ready to use and develop leadership and organizational talents in Remote Area Manager Resolution role.
Overview
10
10
years of professional experience
Work History
Remote Resolution Team Leader
IKEA Canada
10.2014 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
Customer Service Representative
IKEA Canada
10.2014 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
DEP in Sales - Vente Et Conseil- -
L Excellence Conseil Et Formation
Montreal05-2015
Bachelor of Arts - English Education
University of Social And Human Sicences
Tunisia06-2003
Skills
- Teamwork and collaboration
- Customer service
- Problem-solving
- Critical thinking
- Attention to detail
- Team motivation
- Customer relations
- Problem resolution
- Computer proficiency
- Work planning
Languages
French
Full Professional
English
Full Professional
Arabic
Full Professional
Projects
* Chat Channel:
- Revamping chat scripts to help offer a best customer service
* Voice Channel:
- Revamping call structure to meet Customers needs and enhance customers satisfaction
* RFC:
- Listen to calls and collect DATA for reason of contacts
- implement ways to reduce Non -valued added contacts
* INSIKT:
- Test the tool and check the outcome of the coaching session once completed
Trainings
* Ezra professional coaching :2020
* Situational Leadership Training: 2021
* Active Selling Training:2021
Timeline
Remote Resolution Team Leader
IKEA Canada
10.2014 - Current
Customer Service Representative
IKEA Canada
10.2014 - Current
DEP in Sales - Vente Et Conseil- -
L Excellence Conseil Et Formation
Bachelor of Arts - English Education
University of Social And Human Sicences
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