Mahdi Ouldzeid
Laval,QC
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
5
5
years of professional experience
Work History
Customer Experience Representative
Grainger
12.2021 - Current
- Continuously refined personal communication skills, adapting to various customer personalities and preferences for optimal rapportbuilding.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded to high volume of incoming calls and e-mails utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Championed the voice of the customer internally, working closely with other departments to address concerns and find opportunities for improvement.
- Implemented proactive approaches to anticipate and resolve potential customer concerns, resulting in higher retention rates.
- Maintained up-to-date knowledge of product and service changes.
- Promptly responded to inquiries and requests from prospective customers.
Escalations Manager
CBV Collection Services (TELUS)
01.2019 - 11.2021
- Decided appropriate action to be taken upon customer complaint/escalation
- Championed the implementation of best practices in handling difficult cases across all support teams within the organization.
- Provided feedback on product or service improvements to better meet customer needs and expectations.
- Trained customers on product usage for increased brand loyalty.
- Identified and reported trends in customer complaints to improve products and prevent future complaints.
Education
Bachelor of Arts - Applied Human Sciences
Concordia University
Montreal, QCDEC - Linguistics
Collège Montmorency
Laval, QC07.2016
Skills
- Order documentation
- Customer Account Management
- Customer Relations
- CRM Software
- Order Fulfillment
- Microsoft Office
- LiveChat Messaging
- Data Entry
- Calm and Professional Under Pressure
- Complaint Investigation
- Relationship Building
Languages
French
Native or Bilingual
English
Native or Bilingual
Arabic
Native or Bilingual
Spanish
Limited Working
German
Elementary
Timeline
Customer Experience Representative
Grainger
12.2021 - Current
Escalations Manager
CBV Collection Services (TELUS)
01.2019 - 11.2021
Bachelor of Arts - Applied Human Sciences
Concordia University
DEC - Linguistics
Collège Montmorency
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