Luqman Ahmed
Toronto
Summary
Relationship-driven professional with 10+ years of experience in customer service, call-centre operations, and account management. Skilled in resolving complex client issues, assessing client profiles, and delivering empathetic, solutions-focused support that improves repayment outcomes and client satisfaction. Adept at managing performance metrics in fast-paced environments while maintaining accuracy across multiple systems. Recognized for strong communication, problem-solving, and the ability to build trust with clients from diverse backgrounds.
Overview
11
11
years of professional experience
Work History
Sales Associate Specialist
Hudson’s Bay
10.2015 - 06.2025
- Provided client care in person and over the phone, handling an average of 40–60+ customer inquiries per day with a 95% satisfaction rating.
- Assisted customers with store credit card application, payment inquiries, limit checks, and account updates, ensuring accuracy and compliance with financial policies.
- Took full ownership of customer concerns, gathering details, identifying root causes, and providing solutions without unnecessary escalation.
- Consistently exceeded performance KPIs, finishing in the top 10–15% of the department for accuracy, customer satisfaction, and sales consistency.
- Handled sensitive client information while maintaining high levels of confidentiality and documentation accuracy.
- De-escalated difficult or emotional client interactions by using active listening, empathy, and calm problem-solving.
Digital Marketing & Social Media Specialist
Brand Partnerships
09.2017 - 01.2025
- - Managed high volumes of client inquiries, providing prompt and accurate responses with empathy.
- -Assessed client needs using targeted questioning, delivering tailored solutions that improved client engagement by 30%.
- - Maintained detailed documentation of client interactions across multiple systems.
- - Built long-term relationships by setting expectations and following through on commitments.
- - Demonstrated strong problem-solving to prevent escalations.
- - Multitasked across 4–6 platforms simultaneously to support high-volume workflows.
- Developed and implemented digital marketing strategies to enhance brand visibility and engagement.
Outreach Facilitator
Toronto Police Service
03.2014 - 09.2014
- -Conducted 100+ structured outreach conversations to assess needs and provide appropriate support.
- - Built trust with diverse individuals through active listening and empathy.
- -Analyzed cases to identify patterns, contributing to a 15% reduction in recurring issues within targeted areas.
- - Maintained detailed reports with accuracy and discretion.
- - Collaborated across departments to resolve situations efficiently.
- - Demonstrated strong judgment in fast-paced, high-pressure environments.
Education
MBA - Business Technology Management
Toronto Metropolitan University
Toronto05.2023
Skills
- Client Engagement
- Call Centre Operations
- Credit & Account Management
- Debt Resolution
- Problem Solving
- Performance Metrics
- Multi-System Navigation
- Relationship Building
- Analytical Thinking
- Conflict Resolution
Timeline
Digital Marketing & Social Media Specialist
Brand Partnerships
09.2017 - 01.2025
Sales Associate Specialist
Hudson’s Bay
10.2015 - 06.2025
Outreach Facilitator
Toronto Police Service
03.2014 - 09.2014
MBA - Business Technology Management
Toronto Metropolitan University