Ibrahim Falah
Mississauga,Canada
Summary
Dynamic Remote Customer Service Representative with a proven track record at NorthBridge Solutions Inc., achieving a 95% customer satisfaction rate. Skilled in conflict resolution and process improvement, I excel in CRM software like Zendesk and thrive in collaborative virtual environments, consistently enhancing team performance and customer retention.
Overview
7
7
years of professional experience
Work History
Remote Customer Service Representative
NorthBridge Solutions Inc.
Toronto, ON
01.2022 - Current
- Delivered customer support to a diverse customer base across email, chat, and phone, resolving inquiries and technical issues with a 95% satisfaction rate.
- Used Zendesk to document cases, track metrics, and escalate complex issues as needed.
- Collaborated with remote team members to identify trends and suggest process improvements, leading to a 12% reduction in average response time.
- Managed daily workload independently while maintaining excellent attendance and performance scores.
Remote Client Support Specialist
Access Storage
Toronto, ON
01.2020 - 12.2021
- Assisted customers in managing storage accounts, processing payments, and troubleshooting online account issues.
- Resolved customer complaints professionally and empathetically, resulting in a 20% improvement in customer retention.
- Maintained accurate records of interactions and transactions in Salesforce CRM.
- Contributed to training materials and FAQs to support the wider remote team.
Remote Customer Care Associate
BrightConnect Call Center
Mississauga, ON
06.2018 - 12.2019
- Supported inbound and outbound customer communications regarding billing, account changes, and general inquiries.
- Achieved consistent KPIs in call quality, handling time, and customer satisfaction.
- Identified recurring customer issues and communicated insights to supervisors to drive process enhancements.
- Provided bilingual support in English and Arabic to broaden service coverage.
Education
Bachelor of Arts (B.A.) - Accounting Specialist Candidate
Sheridan College
Mississauga, ON12.2025
Skills
- Remote communication (phone, chat, email)
- CRM software (Zendesk, Salesforce)
- Conflict resolution & problem-solving
- Time management & self-motivation
- Process improvement & documentation
- Team collaboration & virtual tools (Slack, Zoom)
- Multilingual support: English, Arabic, Hebrew
Languages
English: Fluent, Arabic: Fluent, Hebrew: Fluent
Timeline
Remote Customer Service Representative
NorthBridge Solutions Inc.
01.2022 - Current
Remote Client Support Specialist
Access Storage
01.2020 - 12.2021
Remote Customer Care Associate
BrightConnect Call Center
06.2018 - 12.2019
Bachelor of Arts (B.A.) - Accounting Specialist Candidate
Sheridan College
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