Ibrahim Berhanu
Scarborough,Canada
Summary
Customer service professional with solid history of enhancing customer experiences through effective communication and problem resolution. Known for collaborating with team members to achieve goals and adapting to shifting demands. Expertise includes call handling and conflict resolution skills, valued by employers.
Overview
23
23
years of professional experience
Work History
Call Center Agent
Porter Airlines
11.2022 - Current
- Resolved customer complaints with patience and professionalism to enhance satisfaction.
- Escalated complex issues to supervisors when necessary for further resolution.
- Provided clear information about products and services to help customers make informed decisions.
- Guided customers through troubleshooting steps for technical issues.
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
Screen Point Manager YYZ
Garda world security
01.2019 - 01.2021
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Communicate with all stake holders, and regularly update them, while adhering to all SOP and union agreements.
- Conducted performance evaluations to identify areas for employee growth.
- Maintained professional, organized, and safe environment for employees and patrons.
- Cross-trained existing employees to maximize team agility and performance.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Managed and motivated employees to be productive and engaged in work.
- Coordinated recruitment efforts to attract top talent.
- Implemented training programs for enhanced employee skills.
SOC Manager
Air Canada
10.2017 - 01.2019
- Accountable to lead complex daily Airport operations with care and class in assigned area, ensuring smooth and efficient functioning;
- Ensure adherence to daily safety protocols and Standard Operating Procedures “SOPs”, promoting a “safety first, always” culture;
- Monitor and ensure On-Time Performance “OTP” by overseeing operational processes and procedures, and collaborating with team members to address and resolve delays or issues, while upholding our safety-first culture;
- Simultaneously monitor multiple screens and cameras to stay aware of the airside activity while responding to a high volume of calls and radiocommunications;
- Provide operational guidance to key stakeholders;
- Act as the primary contact on station for Flight Operating Pilots “FOP” via air-to-ground radio frequencies;
- Actively participate in flight watching to ensure the arrival/departure sequence of events are executed as per process;
- Engage both internal and external stakeholders to ensure oversight on arrival/departure flight sequence of events;
- Ensure delayed flights are accurately coded and commented;
- Cooperate and communicate operational information to other departments and suppliers on an ongoing basis, such as Airside Operations, Inflight Services, Maintenance and AC Cargo via chat, emails, radio, phone, and PDA.
- Communicate in a fast-paced environment through internal chats, phone, radio, and e-mails;
Bilingual Customer Experience Specialist
AirCanada YYZ
10.2015 - 10.2017
- Conduct customer check-in, and prepare and issue boarding passes
- Assist pre-boarding customers and provide information on flight schedules and routes
- Assist customers requiring special assistance throughout the customer journey, ensuring their timely and safe transport to their designated gates or baggage claims
- Active movement throughout the airport to attend to the assigned work area
CALL CENTER SUPERVISOR & MAILING LIST MANAGER
HAMPSTEAD HOUSE BOOKS
02.2011 - 12.2016
- Prepare mailing list and deal with all marketing related matters
- Resolved all customer related issues in a satisfactory manner
- Improved customer-satisfaction ratings through suggestion and implementation of new processes
- Coach, train, motivate, and mentored a team of 20-25 agents
- Reported daily progress on customer issues to management
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
Outbound Sales
NORTH TEL CANADA INC.
10.2001 - 11.2010
- Collaborated with sales and marketing teams to identify new business opportunities and expand the company''s global footprint.
- Adapted quickly to new products or services, enabling seamless integration into outbound sales efforts.
- Resolved customers billing issues by performing activities such as exchanging merchandise, refunding money, and adjusting bills
- Participated in regular training sessions to stay updated on product offerings, market trends, and best practices in outbound sales techniques.
- Boosted sales revenue by implementing effective outbound sales strategies and tactics.
Education
Certification - Computer Software and Hardware
Unicom Information System
Toronto, ON01.1998
Post-Baccalaureate Diploma - Marketing Management
Humber College
Toronto, ON01.1997
Skills
- Working Knowledge with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint, and Microsoft Outlook)
- Call center operations
- Customer communications
- Payment processing
- Team development
- Problem-solving skills
- Documentation and reporting
- Interpersonal skills
- Resolving issues
- Customer education
- Language fluency (English and Arabic)
- Telemarketing expertise
- Complaint resolution
Languages
English
Full Professional
Arabic
Full Professional
Timeline
Call Center Agent
Porter Airlines
11.2022 - Current
Screen Point Manager YYZ
Garda world security
01.2019 - 01.2021
SOC Manager
Air Canada
10.2017 - 01.2019
Bilingual Customer Experience Specialist
AirCanada YYZ
10.2015 - 10.2017
CALL CENTER SUPERVISOR & MAILING LIST MANAGER
HAMPSTEAD HOUSE BOOKS
02.2011 - 12.2016
Outbound Sales
NORTH TEL CANADA INC.
10.2001 - 11.2010
Certification - Computer Software and Hardware
Unicom Information System
Post-Baccalaureate Diploma - Marketing Management
Humber College
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