Ibrahim Siddique
Oshawa,Canada
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Experience Supervisor
TANGERINE BANK
07.2023 - Current
- Assist in ongoing training, coaching and development of front line staff through day to day contact via calls through the Supervisor queues.
- Process and complete all transactional Client requests resulting from various channels (i.e Email, faxes, and letters)
- Led a team of customer service representatives, fostering a supportive environment that encouraged growth and development.
- Assist in the development, implementation and conduct regular reviews of policies and procedures to ensure effective control and efficiency.
- Collaborated with other departments to ensure seamless communication and support for customers throughout the entire purchasing process.
Customer Relationship Specialist
TANGERINE BANK
11.2022 - 06.2023
- Answered internal or external calls in a friendly, professional, and caring manner which brings a reward in making someone else's day brighter
- Assisted Business Account Clients, Credit Cards, Loans and Line of Credits
- Processed payments, issued cards, processed limit increases and decreases, and set travel plans
- Maintained customer relations with cardholders
- Personalized cardholder's experiences with the bank by helping them avoid late charges and penalties.
Customer Service Specialist
TANGERINE BANK
05.2022 - 10.2022
- Assisted customers with opening/closing of all account types and all monetary transaction
- Utilized cross-selling techniques to grow existing relationships
- Dealing with Registered (Chequing/Saving) and Non-Registered (TFSA,RSP,RIF) Products
- Helped bank account holders resolve common issues related to Debit cards, Cheques, Draft, Interac e-Transfers, EFT's.
Customer Service Representative (Inbound & Outbound) (Term Position)
IAN MARTIN GROUP (MINISTRY OF HEALTH ONTARIO)
06.2021 - 06.2022
- Register and schedule appointments over 150 appointments daily for COVID-19 vaccinations using Salesforce CRM
- Made 150+ outbound calls daily to assist clients in getting fully immunized
- Work diligently and properly with confidential information
- Listen carefully and understand customer requests and inquiries, in a high-volume inbound/outbound call centre
- Leverage a knowledge base and informational materials to offer guidance to callers and provide them with accurate information.
Customer Service Representative (Inbound) (Term Position)
S&P DATA LLC (MINISTRY OF HEALTH BRITISH COLUMBIA)
03.2021 - 06.2021
- Answered approximately 200 inbound calls per day in a friendly and courteous manner
- Provided troubleshooting assistance to customers
- Participated in activities designed to improve customer satisfaction and business performance
- Booked appointments for customers using Salesforce CRM
- Registered and scheduled appointments for COVID-19 vaccinations.
Customer Contact Representative (Outbound) (Term Position)
OPTIMA COMMUNICATIONS, OSHAWA, ON
01.2021 - 03.2021
- Made cold calls to 150+ potential clients daily
- Called Purolator clients for a promotional offer
- Sold Scotia Bank's Credit Protection Plan
- Sold Insurances (Life, Critical Illness and Disability coverage).
Media Marketer and Co-Founder (Unpaid)
SPOUSAL SPONSORSHIP ADVOCATES (CANADA)
07.2020 - 12.2020
- Responsible for Social Media Marketing for Facebook and Twitter campaigns
- Reached major Canadian news networks for news coverage examples include CBC, The Global News, CTV, The Globe and Mail)
- Prepared detailed letters to email the MP's stating concerns of members and following up
- Scheduled virtual meetings with Canadian MP's to introduce various solutions in the immigration policy
- Conducted online surveys of 6000+ group members for strategic planning
- Virtual meeting arrangements with other group administrator's, moderators for assigning tasks.
Education
Higher Secondary School Certified (HSSC) - Commerce
Pakistan International School and College Jeddah, Saudi Arabia
01.2017
Secondary School Certified (SSC) - Computer Science
Pakistan International School and College Jeddah, Saudi Arabia
01.2016
Skills
- Call center experience
- CRM software knowledge
- Customer Empathy
- Customer Acquisition
- Multitasking and Prioritizing
- Relationship Building
- Staff Coaching and Training
- Handling Complaints
- Performance monitoring
- Critical Thinking
- Decision-Making
Certification
- Digital Marketing from Ministry of IT Pakistan (Digi Skills), 2020
- Amadeus Certified Ticketing and Reservations, 2016
Languages
English
Full Professional
Urdu
Native or Bilingual
Hindi
Elementary
Punjabi (Intermediate)
Professional Working
Arabic
Elementary
Timeline
Customer Experience Supervisor
TANGERINE BANK
07.2023 - Current
Customer Relationship Specialist
TANGERINE BANK
11.2022 - 06.2023
Customer Service Specialist
TANGERINE BANK
05.2022 - 10.2022
Customer Service Representative (Inbound & Outbound) (Term Position)
IAN MARTIN GROUP (MINISTRY OF HEALTH ONTARIO)
06.2021 - 06.2022
Customer Service Representative (Inbound) (Term Position)
S&P DATA LLC (MINISTRY OF HEALTH BRITISH COLUMBIA)
03.2021 - 06.2021
Customer Contact Representative (Outbound) (Term Position)
OPTIMA COMMUNICATIONS, OSHAWA, ON
01.2021 - 03.2021
Media Marketer and Co-Founder (Unpaid)
SPOUSAL SPONSORSHIP ADVOCATES (CANADA)
07.2020 - 12.2020
Higher Secondary School Certified (HSSC) - Commerce
Pakistan International School and College Jeddah, Saudi Arabia
Secondary School Certified (SSC) - Computer Science
Pakistan International School and College Jeddah, Saudi Arabia
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