Hala Jamali
Montreal,Canada
Summary
Motivated and dedicated Customer Service Agent with extensive experience in customer service and a deep understanding of business practices. Skilled at listening to customers, exceeding productivity targets, and maintaining current knowledge of company offerings. Energetic team player with outgoing, positive demeanor and a passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Customer Agent
Dollarama Head Office
03.2023 - Current
- Handled escalated cases effectively, turning potentially negative experiences into positive ones for the customers involved.
- Actively participated in team meetings, sharing ideas and insights that contributed to overall departmental success.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Responded to customer requests for products, services, and company information.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
Contact Point 360
12.2020 - 07.2023
- 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.
Restaurant Manager
Saint Cinnamon
01.2018 - 01.2020
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Monitored inventory of supplies and purchased orders to maintain adequate stock levels.
Call Center Research Agent
Tele Sondages Plus
01.2014 - 01.2018
- Conducted market analysis to pinpoint client needs, leading to tailored service offerings.
- Increased customer satisfaction with personalized follow-up strategies.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
Education
Access Career Center - ADMINISTRATION & ACCOUNTING
01.2015
HIGH SCHOOL DIPLOMA -
St-Jean Baptiste
01.2013
Skills
- Verbal and Written (FR/EN)
- Reliable and Responsible
- Motivated Team Player
- Efficient and Detail-Oriented
- Multitasking and Prioritization
- Professional Under Pressure
- Computer Proficiency
- Problem-solving abilities
- Quick Learner
- Email management
- Complaint resolution
Languages
English
French
Timeline
Customer Agent
Dollarama Head Office
03.2023 - Current
Customer Service Representative
Contact Point 360
12.2020 - 07.2023
Restaurant Manager
Saint Cinnamon
01.2018 - 01.2020
Call Center Research Agent
Tele Sondages Plus
01.2014 - 01.2018
HIGH SCHOOL DIPLOMA -
St-Jean Baptiste
Access Career Center - ADMINISTRATION & ACCOUNTING
Similar Profiles
Abanoub IbrahemAbanoub Ibrahem
Retail Credit Risk Analyst at Emirates NBD Head Office & Main Office BranchRetail Credit Risk Analyst at Emirates NBD Head Office & Main Office Branch
Navjot SinghNavjot Singh
Senior Specialist, Reporting & Analytics at Loblaws Head office | SDM Toronto officeSenior Specialist, Reporting & Analytics at Loblaws Head office | SDM Toronto office
Amina Yeside HamzaAmina Yeside Hamza
Head, Human Resource Measures and Accountability. at Public Service Office/ Office of the Head of ServiceHead, Human Resource Measures and Accountability. at Public Service Office/ Office of the Head of Service