HUSAM AHMED
Ottawa,Ontario
Summary
Personable and dedicated Customer Service Consultant with 3+ years of combined experience in Health and Safety, Sales and Customer Service, showcasing adaptability and diverse skill sets. Adept in Microsoft Suites, CRM software, and conducting data entry. Achieving a 90% customer satisfaction rate, and applying de-escalation methods with professionalism. Motivated science student with a strong drive to succeed and eagerness to learn, currently pursuing a Bachelor of Science.
Overview
6
6
years of professional experience
Work History
Customer Service Consultant
Rogers Communications
Ottawa, ON
03.2023 - Current
- Performing B2B and B2C upselling and cross-selling of various products, like MasterCards, wireless services, cable/internet services and security systems
- Answering inbound calls, chats and emails to facilitate customer service.
- Implementing a comprehensive de-escalation framework, utilizing active listening techniques, empathy, and conflict resolution strategies to defuse customer complaints
- Utilizing Customer Relationship Management Software (Maestro, V21, Oracle, Statflo, OASYS) to provide better service and increase client retention rates
- Maintaining an understanding of banking, anti-money-laundering, and cybersecurity procedures.
Health and Safety Officer/Sales Associate
Rogers Communications Inc
Ottawa
05.2021 - 03.2023
- Conducted monthly workplace inspections to verify compliance with safety standards and OHSA.
- Maintained proper documentation of incident reports, safety inspections and training using The Loop Software.
- Led weekly safety discussions with the store manager and colleagues to increase safety awareness.
- Consistently met individual sales metrics and significantly increased sales by utilizing different sales tactics and customer service
- Utilized CRM Software (Maestro, SSP, Oracle, Statflo) to provide better service and maximize sales of home and security services, credit cards and wireless services.
Market Research Interviewer
Elemental Data Collection
Ottawa, ON
01.2021 - 05.2021
- Conduct surveys and collect data using interviews, questionnaires, focus groups, market analysis surveys, and public opinion polls
- Followed established guidelines and recommendations from supervisors to complete quality interviews
- Maintained patience and professionalism despite negative interactions
- Applied refusal conversion skills when needed to turn a no into a yes, which helped meet daily targets, generating a 30-40% overall refusal conversion rate
Supervisor/Prep Cook
Canadian National Exhibition
Toronto, ON
07.2018 - 09.2019
- Contributed to consistent customer satisfaction by producing high-quality food promptly
- Maintained clean, hygienic kitchen workspace by performing cleaning duties and managing opening and closing kitchen tasks
- Received shipments and restocked inventory to maintain kitchen efficiency
- Fulfilled mentorship role and ensured the quality of instruction to newer kitchen staff members while overseeing food safety and sanitation
Brand Ambassador/Lead Generation
SDI Marketing
Toronto, ON
11.2017 - 12.2018
- Did product promo for various companies such as Rogers, Sportsnet and O.K Tire and increased brand awareness through event marketing, sales, demonstrations and promotions.
- Approached strangers and interacted in natural conversation to develop
brand recognition and sales lead generation. - Showed an understanding of customer's styles and preferences when offering product services
Languages.
Education
Bachelor of Science - Cellular, Molecular And Microbial Biology
University of Ottawa
true04.2024
Skills
- Efficient and Detail-oriented
- Multitasking and Prioritization
- Data Entry
- Microsoft Office
- Inbound and Outbound Calling
- Issue and Complaint Resolution
- CRM Software & Account Management
- Customer Experience & Satisfaction
Languages
References
Available Upon Request
Timeline
Customer Service Consultant
Rogers Communications
03.2023 - Current
Health and Safety Officer/Sales Associate
Rogers Communications Inc
05.2021 - 03.2023
Market Research Interviewer
Elemental Data Collection
01.2021 - 05.2021
Supervisor/Prep Cook
Canadian National Exhibition
07.2018 - 09.2019
Brand Ambassador/Lead Generation
SDI Marketing
11.2017 - 12.2018
Bachelor of Science - Cellular, Molecular And Microbial Biology
University of Ottawa
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