Lena Zeina
Ottawa
Summary
Dynamic customer service professional with a proven track record at Scotiabank, adept at resolving complaints and enhancing customer satisfaction. Skilled in cash management and complaint resolution, I foster loyalty through effective communication and empathy, consistently turning challenges into positive experiences. Reliable and composed under pressure, I prioritize customer needs to drive success.
Overview
16
16
years of professional experience
Work History
Customer Service Cashier
Sport Chek
08.2022 - 02.2023
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Answered product questions using knowledge of sales and store promotions.
Customer Service Representative
Scotiabank
03.2019 - 08.2019
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Customer Service Manager
Zeina Jewelry
10.2009 - 03.2018
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
Customer Service Representative
Arab African International Bank
05.2007 - 03.2009
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
Education
BBA - Marketing
Cape Breton University
Sydney, NS05-2008
Skills
- Customer service
- Customer satisfaction
- Reliability and punctuality
- Patience and composure
- Cash register operation
- Customer complaint resolution
- Guest services
- Cash management
- Product knowledge
Languages
English
Full Professional
Arabic
Native or Bilingual
Timeline
Customer Service Cashier
Sport Chek
08.2022 - 02.2023
Customer Service Representative
Scotiabank
03.2019 - 08.2019
Customer Service Manager
Zeina Jewelry
10.2009 - 03.2018
Customer Service Representative
Arab African International Bank
05.2007 - 03.2009
BBA - Marketing
Cape Breton University
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