ISMAIL RACHIDAI
Bedford,Canada
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
5
5
years of professional experience
Work History
Customer Loyalty agent
Blue Ocean Contact Centers
07.2022 - Current
- Managing large amounts of inbound and outbound calls in a timely manner.
- Assist customers with all aspects of their loyalty programs including balance inquiries, navigations help, and account troubleshooting via calls and emails.
- Educate customers about the benefits of program membership and provide general and specific information about their loyalty program.
- Collaborate with our client on time sensitive escalated cases and provide timely follow up and resolutions.
- Assisted in training new team members on company policies, procedures, and best practices to facilitate seamless integration into the team.
- Earned recognition for exceptional performance in handling high call volumes while maintaining excellent service quality.
Travel insurance adviser
Blue Ocean Contact Centers
08.2021 - 06.2022
- Handle inbound and outbound calls to help customers navigate and interpret insurance policies.
- Provide general and specific information’s to customers about their policies and predetermine eligibility.
- Recommended travel insurance plans to customers to reduce uncertainty and risk of financial loss.
- Communicated benefits and information regarding international travel insurance with clients and obtained best rates.
- Process travel insurance claims and clarify coverage to customers.
Customer Center Representative
Cloud5 Communications
06.2020 - 03.2021
- Answering incoming calls regarding unemployment claims.
- Communicated with clients and customers to gather, provide and share updated information on products and services.
- Enhanced company reputation by providing exceptional customer service and support.
- Maintaining up-to-date knowledge of client policies and procedures.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
Customer services, Fraud and Security agent
CONCENTRIX
12.2018 - 03.2020
- Handling inbound and outbound calls regarding security of client’s bank accounts and investigate suspected fraud.
- Process financial transactions, such as deposits, withdrawals, and bill payments.
- Reduced theft incidents by implementing strict access control measures for employees and visitors.
- Responded to various security incidents, providing immediate assistance and escalating issues when necessary.
- Established strong relationships with clients by addressing their concerns promptly and professionally regarding security matters.
Education
Business Administration Associate Degree in Logistics and Transport and Supply Chain management. -
CCNB (Collège Communautaire Nouveau Brunswick)
DIEPPE, NBSkills
- Excellent communication skills
- Team player mentality
- Anticipate conflicts and manage them
- Empathy and understanding
- Problem-solving abilities
- Sales expertise
- De-Escalation Techniques
- Documentation
- Data Entry
- Word Processing (Microsoft Word)
- Operating system (Windows, Mac)
- Excel
Languages
French
Native or Bilingual
English
Native or Bilingual
Community Services
- 2015: Volunteer for AL AMAL organization as coordinator for Multicultural activities (Safi, Morocco)
- 2017: Volunteer for the organisation of a marketing event at the CNNB-Dieppe.
- 2018: Volunteer for the organisation of containers for Haiti at the CCNB-Dieppe.
Personal Qualities
- Patience and ability to perform multitask.
- Positive attitude and energy.
- Great communication skills both written and verbal.
- Adaptability and flexibility.
- Ability to work with different groups of people.
- Professionalism and work ethic.
Hobbies and Interests
- Sports (football and gym).
- Traveling.
- Reading.
Timeline
Customer Loyalty agent
Blue Ocean Contact Centers
07.2022 - Current
Travel insurance adviser
Blue Ocean Contact Centers
08.2021 - 06.2022
Customer Center Representative
Cloud5 Communications
06.2020 - 03.2021
Customer services, Fraud and Security agent
CONCENTRIX
12.2018 - 03.2020
Business Administration Associate Degree in Logistics and Transport and Supply Chain management. -
CCNB (Collège Communautaire Nouveau Brunswick)
Similar Profiles
Shovan ChatterjeeShovan Chatterjee
Subject Matter Expert - Fulfilment Operations at Splunk - Blue Ocean Contact CentersSubject Matter Expert - Fulfilment Operations at Splunk - Blue Ocean Contact Centers
Janki JoshiJanki Joshi
Splunk Cloud Communications Analyst at Blue Ocean Contact CentersSplunk Cloud Communications Analyst at Blue Ocean Contact Centers
Danika Legacy-AubéDanika Legacy-Aubé
Customer Service Representative at Blue Ocean Contact CentersCustomer Service Representative at Blue Ocean Contact Centers
ALIXANDRA BALSOM-VARDYALIXANDRA BALSOM-VARDY
Server at MoxiesServer at Moxies
Peter FlemingPeter Fleming
Hydrogeologist at Nova Scotia Department of Public WorksHydrogeologist at Nova Scotia Department of Public Works