Himal Hossain
Toronto
Summary
Bilingual Customer Care Specialist with extensive experience managing high-volume environment and resolving French-language inquiries. Proven track record in enhancing customer satisfaction, streamlining processes, and supporting company growth by consistently meeting performance metrics. Strong skills in CRM software proficiency, conflict resolution, and cross-cultural communication.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Bilingual Customer Care Specialist
Volvo Car Canada
03.2020 - 10.2024
- Assisted customers with French-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Supported company growth by consistently meeting or exceeding performance metrics for call handling, first contact resolution, and customer satisfaction.
- Assisted customers with French-language inquiries in a timely and professional manner.
- Streamlined documentation processes by reviewing translated materials for accuracy before distribution to target audiences.
Bilingual Travel Consultant
John Paul Hotel Group
10.2019 - 03.2020
- Built strong relationships with clients through exceptional communication and personalized service.
- Organized trips for individual, family and business travelers.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
- Enhanced customer satisfaction by tailoring travel packages to individual preferences and needs.
- Streamlined booking processes for increased efficiency and reduced client wait times.
On Train Service Attendant
Via Rail Canada
09.2017 - 10.2019
- Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
- Maintained a safe cabin environment by conducting pre-trip safety checks and adhering to Transport Canada regulations.
- Promoted brand reputation by exhibiting professionalism, friendliness, and attentiveness in every interaction with customers.
- Participated in regular training sessions to stay current on industry trends, evolving company policies, safety procedures, and customer service strategies.
- Handled medical emergencies calmly and competently following established protocols while liaising with the crew as needed.
- Enhanced passenger satisfaction by providing exceptional in-on train service and addressing individual needs.
Assistant Store Manager
Walmart
07.2015 - 09.2017
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
Bilingual Customer Service Representative
Apple
11.2014 - 06.2015
- Boosted team morale by sharing bilingual expertise, fostering a collaborative work environment among colleagues.
- Participated in regular training sessions to stay up-to-date on the latest industry best practices and technology trends.
- Monitored remote server performance for clients, proactively addressing potential concerns before they escalated into larger issues.
- Enhanced customer satisfaction by providing timely and accurate technical support in both English and French languages.
- Exceeded departmental goals regarding response time and issue resolution rates by consistently providing top-notch customer service.
Customer Service Manager
Walmart
11.2013 - 06.2015
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
Customer Service Associate
Canadian Tire
09.2011 - 08.2013
- Maintained a clean and organized store environment, enhancing customer shopping experience.
- Kept customer spaces clean, neat and organized for maximum appeal.
- Handled cash register operations accurately, minimizing discrepancies while reconciling daily financial reports.
- Educated customers about ongoing promotions and special offers, driving additional revenue for the store.
Education
GED -
All Saints CSS
Whitby, ON09-2014
Skills
- Call center experience
- Cross-cultural awareness
- CRM software proficiency
- French, Spanish translation
- Complaint tracking
- Strong interpersonal skills
- Customer service excellence
- Teamwork skills
- Customer Relationship Management
- Conflict Resolution
- Complaint resolution
- Time management abilities
- Service standard compliance
- Retail store support
- High-energy attitude
Languages
French
Native or Bilingual
Spanish
Full Professional
Hindi
Full Professional
Certification
• TICO certified by the Travel Industry Council of Ontario licensed Travel Agent
• Smart Serve certified
• First Aid & AED certified by St John’s Ambulance
Timeline
Bilingual Customer Care Specialist
Volvo Car Canada
03.2020 - 10.2024
Bilingual Travel Consultant
John Paul Hotel Group
10.2019 - 03.2020
On Train Service Attendant
Via Rail Canada
09.2017 - 10.2019
Assistant Store Manager
Walmart
07.2015 - 09.2017
Bilingual Customer Service Representative
Apple
11.2014 - 06.2015
Customer Service Manager
Walmart
11.2013 - 06.2015
Customer Service Associate
Canadian Tire
09.2011 - 08.2013
GED -
All Saints CSS
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