George Zakhary
Mississauga,ON
Summary
Dedicated and diligent Customer Service professional with knowledge of service delivery and proven multitasking abilities, successful at satisfying different types of customers with creative and knowledgeable solutions, committed to maintaining professional relationships to increase profitability and drive business results and able to leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
23
23
years of professional experience
Work History
Interpreter
Immigration, Refugees and Citizenship Canada
08.2023 - Current
- Interpreting both from the language of the person who is the subject of the proceedings into English or Arabic, and vice versa, using consecutive interpretation while maintaining integrity and confidentiality at all times
- Supported legal proceedings by delivering accurate interpretations for all parties involved.
- Enhanced communication by providing accurate translations in real-time conversations.
Database Coordinator "Volunteer"
Canadian Newcomers Center
09.2022 - Current
- Assured accurate newcomers information on the database
- Maintained updated database recording any changes to info or status
- Enhanced Database design
- Provided newcomers continuous support and various information about banking, the digital part of life in Canada and how to integrate using mobile phones
- Maintained accuracy by performing periodical audits comparing database with actual documents
Customer Experience Associate
Scotiabank
03.2019 - 05.2022
- Provided easy-to-understand demonstrations on how to use digital banking using ABMs and Mobile phones, showing customers the various benefits and the ease of use in their hands
- Effectively collecting feedback and suggestions from customers to enhance our digital banking experience
- Maintained an up-to-date knowledge of bank offerings in order to provide relevant recommendations based on client needs.
- Worked diligently toward meeting or exceeding KPIs related to metrics such as average handle time, first call resolution, and overall customer satisfaction scores.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Provided personalized assistance to customers, offering solutions to best meet their banking requirements.
- Streamlined communication with clients for improved understanding of their needs and preferences.
- Collaborated with team members to develop effective strategies for enhancing the overall customer experience.
- Managed high customer volume, maintaining a professional demeanor and ensuring timely resolution of issues.
- Assisted in training new employees on bank services, policies, procedures, and best practices for delivering exceptional service.
Coordinator "Volunteer"
New Comers Office - Canadian Coptic Center
07.2018 - 12.2018
- Completed forms newcomers need to apply for different needs and government agencies
- Translated documents and explained the contents for non-English speakers
- Received calls, made appointments and organized meetings with office manager or other personnel to assist in other areas
Customer Service Senior Specialist
Orange Telecommunications
10.2010 - 04.2018
- Handled efficiently customer's inquires and complaints
- Successfully maintained customer satisfaction by understanding customer needs and advising the most suitable solutions and tariff plans that satisfy customer needs
- Provided easy demonstrations on smart devices on how to use the company app and benefit from its various features
- Collected and reported customers' feedback and suggestions to enhance their communication and digital life experience
- Enhanced customers' experience by enhancing and smoothening the workflow
- Managed efficiently all administrative tasks within deadlines
- Effectively managed communications with the other departments and back Office
- Created monthly briefings for the team to ensure awareness of Products and Services
- Accurately managed closing the shift procedures (Cash, Stock) to avoid any variance or discrepancy that may occur
- for recording team achievements and reporting them to the higher management level
- Assisted in training new employees on company services, policies, procedures, and best practices for delivering exceptional service.
- Handled major and complex customer problems and provided solutions
- Managed customer center requests, stock and administrative tasks
Corporate Sales Large Accounts Senior Representative
Orange Telecommunications
03.2008 - 09.2010
- Efficiently managed my portfolio and conducted regular visits to the list of large corporate accounts within my assigned area
- Achieved high sales figures within the list/market segment
- Developed a trustworthy relationship with account managers and customers
- Increased customer satisfaction by promptly addressing concerns and providing effective solutions.
- Managed high-volume workload while maintaining strong attention to detail and accuracy.
- Demonstrated adaptability by successfully handling changing priorities and shifting deadlines without compromising performance standards or results delivery.
- Maintained accurate records of client interactions within CRM system for future reference.
- Assisted in training new hires, ensuring they were equipped with the necessary skills for success in their role.
Customer Service Senior Representative
Orange Telecommunications
06.2001 - 02.2008
- Consistently apply active listening to understand customer needs to offer them the most suitable solutions and services that meets their needs
- Increased customer satisfaction by promptly addressing concerns and providing effective solutions.
- Enhanced company reputation by delivering exceptional customer service at all times.
Education
Bachelor of Science - Accounting And Business Administration
Ain Shams University
Cairo, Egypt05.2000
Skills
- Microsoft Office
- CRM Applications
- Customer Service
- Team Management
- Bilingual, English & Arabic
- Training
- Customer Support
- Customer Care
- CSR
- Call Center
- Coordination
- CRM
- Communication Skills
- Sales
- Multilingual
- Time management
- Computer skills
- Filing
- Human resources
- Accounting software
- Analysis skills
- Information management
- Data entry
- Cross-cultural communication
- Relationship Building
- Records Management
Timeline
Interpreter
Immigration, Refugees and Citizenship Canada
08.2023 - Current
Database Coordinator "Volunteer"
Canadian Newcomers Center
09.2022 - Current
Customer Experience Associate
Scotiabank
03.2019 - 05.2022
Coordinator "Volunteer"
New Comers Office - Canadian Coptic Center
07.2018 - 12.2018
Customer Service Senior Specialist
Orange Telecommunications
10.2010 - 04.2018
Corporate Sales Large Accounts Senior Representative
Orange Telecommunications
03.2008 - 09.2010
Customer Service Senior Representative
Orange Telecommunications
06.2001 - 02.2008
Bachelor of Science - Accounting And Business Administration
Ain Shams University