Mahmood AL-zobaidi
Ottawa,ON
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
18
18
years of professional experience
Work History
Customer Support Specialist
Rogers Communication
Ottawa, Ontario
04.2010 - Current
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
- Analyzed customer complaints and service trends to identify and correct systematic issues.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Prioritized workloads to meet customer needs and maintain established deadlines in fast-paced environment.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Responded quickly to customer inquiries, needs and problems.
- Performed needs analysis and presented options based on findings to help customers make decisions.
- Resolved issues with first call and escalated more complex issues to obtain necessary customer support.
- Upheld high standards of customer services by responding to inquiries, needs and problems.
- Maintained positive working relationship with fellow staff and management.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Customer Care Representative
AT&T/Convergys
Ottawa, Ontario
01.2007 - 04.2010
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
- Identified opportunities to upsell additional services when appropriate.
- Ensured compliance with company policies regarding privacy laws and data protection regulations.
- Maintained up-to-date knowledge of company products, services, and promotions.
- Ensured compliance with data protection regulations when handling customer information.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Maintained high satisfaction score by consistently resolving first-call issues.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
Education
Bachelor of Science -
Calcutta University
Calcutta05-1983
Skills
- Customer support
- Problem resolution
- Data analysis
- Payment processing
- Service compliance
- Customer relationship management
Timeline
Customer Support Specialist
Rogers Communication
04.2010 - Current
Customer Care Representative
AT&T/Convergys
01.2007 - 04.2010
Bachelor of Science -
Calcutta University
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