Abdelkarim Belizidia
Ottawa,ON
Summary
Experienced Intuit QuickBooks Support Specialist with a proven track record of delivering exceptional customer service, adept at managing support tickets, troubleshooting complex issues, and performing a range of administrative tasks. Possesses extensive experience working with a variety of applications and software, demonstrating a strong ability to analyze data, identify trends, and develop effective solutions. Prior experience as a Pharmacy Technician has honed diagnostic and issue resolution skills, contributing to a unique blend of technical expertise and customer-centric problem-solving abilities that are highly valuable to any team. 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
12
12
years of professional experience
Work History
Customer Service Representative and Sales Agent
MSI Bell Canada
05.2023 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change
- .Managed approximately 30 incoming calls, emails and faxes per day from customers.'
- Upsell 30 products per month
Intuit QuickBooks Support Specialist
SITEL Group
12.2020 - 07.2022
- Managed support tickets and resolved issues in a timely and effective manner
- Troubleshooted complex software and technical issues related to QuickBooks and other applications
- Performed administrative tasks such as data entry, updating records, and
- Ensured a high degree of confidentiality and security in relation to clients' private information.
- Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
- Enhanced user experience by providing comprehensive troubleshooting guidance for various software and hardware systems.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Conducted regular assessments of support processes, making necessary refinements to enhance service quality continuously.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
- Boosted customer confidence in company products through consistent provision of accurate information during interactions.
- Partnered with sales teams in pre-sales activities such as product demonstrations or consultations, contributing to increased revenue generation.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Monitored systems in operation and quickly troubleshot errors.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Communicated with clients to verify roots and causes of computer problems.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Troubleshot hardware, software and network issues to identify and rectify discrepancies.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Connected to computer of client using remote link to install new programs and applications.
- Deployed software and hardware updates and patches to increase speed and performance.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
Safety and Security Coordinator
Garda World Corporation
10.2015 - 11.2020
- Conducted regular safety and security audits and inspections to identify potential risks and hazards
- Provided training and education to employees on safety and security policies and procedures
- Investigated incidents and accidents to determine causes and implemented corrective actions
- Maintained accurate records and documentation related to safety and security activities.
Pharmacy Technician
Shoppers Drug Mart
06.2012 - 07.2015
- Prepared and dispensed medications according to prescription orders and regulatory requirements
- Maintained inventory and order supplies as needed
- Assisted customers with prescription orders and provided information on medications and their use.
- Performed administrative tasks such as data entry, updating records, and managing documentation.
Education
Diploma - Pharmacy Technician - Pharmacy
Cité Collégiale
Ottawa, ON06.2011
Bachelor of Science - Pharmaceutical Sciences
University of Constantine
Algeria06.1988
Skills
- Telephone Etiquette
- Conflict Resolution
- Performance Metrics
- Customer Education
- Active Listening
- Written Communication
- Interpersonal Skills
- CRM Software Proficiency
- Problem Solving
- Customer Retention
- Appointment Scheduling
- Effective Communication
- Critical Thinking
- De-escalation Techniques
Languages
English
French
Arabic
Timeline
Customer Service Representative and Sales Agent
MSI Bell Canada
05.2023 - Current
Intuit QuickBooks Support Specialist
SITEL Group
12.2020 - 07.2022
Safety and Security Coordinator
Garda World Corporation
10.2015 - 11.2020
Pharmacy Technician
Shoppers Drug Mart
06.2012 - 07.2015
Diploma - Pharmacy Technician - Pharmacy
Cité Collégiale
Bachelor of Science - Pharmaceutical Sciences
University of Constantine