MARIA NOUAIM
Casselman
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
14
14
years of professional experience
Work History
Assisted Onboarding Expert
Sitel
05.2023 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Organized and detail-oriented with a strong work ethic.
- Strengthened communication skills through regular interactions with others.
Service Assurance Escalation Representative
Bell Business Market
08.2019 - Current
- Asked probing questions and offered solutions to resolve customer issues.
- Responded to queries, solved or referred problems and followed up with clients to increase satisfaction.
- Built trusted partnerships through open and interactive communication to earn positive customer feedback.
- Entered leads and new applications, pulled data reports and submitted changes to attract and retain customers and increase business.
- Organized information by using spreadsheets, databases or word processing applications.
Bilingual Dispute Resolution Specialist
Bell Business Markets
12.2017 - 08.2019
- Reached out to vendors to discuss and correct billing issues.
- Answered customer questions to maintain high satisfaction levels.
- Developed strong professional rapport with vendors and clients.
- Gathered information to produce accounts payable reports for review.
- Resolved billing issues by applying knowledge and completing in-depth research.
- identify the root causes of billing errors, make the billing correction required. to allow customers proceed with payment.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Assessed billing statements for correct diagnostic codes and identified problems with coding.
- Investigated past due invoices and delinquent accounts to generate revenues and reduce number of unpaid and outstanding accounts.
Case Manager
Bell Canada
05.2016 - 12.2017
- Analysis of complex cases.
- Improve the customer experience by focusing on 3 main aspects: processes, tools and agent behavior.
- Quickly identify escalation trends to influence resolution.
Customer Service Subject Matter Expert
Bell Canada
02.2016 - 05.2016
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Act as a resource person.
- Respond to specific questions from Level 2 agents, support them in complex cases.
- Support learning (answer questions, take calls, seize opportunities to increase efficiency).
- Provide “face to face” training on new initiatives.
- Apply essential communication processes on the floor.
- Analyze individual performance and help establish coaching plans in conjunction with the TL as needed.
- Organize and lead training and all other similar activities.
- Communicate effectively to management all information that has an impact on customer satisfaction.
- Validate the knowledge of colleagues.
Senior Customer Service Assistant
Bell Canada
11.2010 - 02.2016
- Helped customers with merchandise purchases, exchanges and returns.
- Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
- Implemented company processes to effectively resolve customer service issues.
- Attended training sessions to grow knowledge of company products and services.
- Updated customer information into account databases for future use.
- Assisted customers with billing, troubleshooting and account issues.
Education
Diploma - MARKETING And Sales Techniques
I.S.C.A.E. « HIGHER INST. OF COMM AND BUS. ADMIN
06.2002
Certificate - Marketing Management - Customer Relationship Marketing
I.S.A.M. "HIGH INSTITUTE OF ARTS AND METIERS"
06.1994
Bachelor's Degree - Linguistics
University Hassan II of Letters And Human Sciences
06.1992
High School Diploma -
College LAMSSALLA
06.1988
Skills
- Problem-Solving
- Information Verification
- Verbal and Written Communication
- Problem Resolution
- Friendly, Positive Attitude
- Bilingual: Fluent English and French
- Computer Skills
- Teamwork and collaboration
- Customer service
- Multitasking Abilities
- Excellent communication
- Active listening
Languages
English
Full Professional
French
Full Professional
Arabic
Native/ Bilingual
Spanish
Limited
Interests
- I enjoy cooking for friends and family gatherings
- Swimming
- Dancing
- Gym Workouts
- Passionate about balancing physical health with mental and emotional wellness
- I have a passion for photography and editing photos
- Design and Build Websites
Timeline
Assisted Onboarding Expert
Sitel
05.2023 - Current
Service Assurance Escalation Representative
Bell Business Market
08.2019 - Current
Bilingual Dispute Resolution Specialist
Bell Business Markets
12.2017 - 08.2019
Case Manager
Bell Canada
05.2016 - 12.2017
Customer Service Subject Matter Expert
Bell Canada
02.2016 - 05.2016
Senior Customer Service Assistant
Bell Canada
11.2010 - 02.2016
Certificate - Marketing Management - Customer Relationship Marketing
I.S.A.M. "HIGH INSTITUTE OF ARTS AND METIERS"
Bachelor's Degree - Linguistics
University Hassan II of Letters And Human Sciences
High School Diploma -
College LAMSSALLA
Diploma - MARKETING And Sales Techniques
I.S.C.A.E. « HIGHER INST. OF COMM AND BUS. ADMIN
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