Mohammad Saber Karimi
Laval
Summary
Detail-oriented Contact Centre Supervisor with strong leadership skills and a growing expertise in AI-powered process optimization. Skilled in managing remote teams, improving customer service workflows, and exploring automation to increase operational efficiency. Currently transitioning into the AI space with a keen interest in leveraging machine learning and data analysis to enhance digital experiences.
Overview
4
4
years of professional experience
Work History
Contact Centre Supervisor
CIBC
01.2021 - Current
- Built rapport with customers and accurately assessed their needs to deliver tailored solutions and high-quality service.
- Demonstrated excellent communication and persuasive selling skills, building trust with customers and driving successful outcomes.
- Applied strong problem-solving abilities to resolve customer concerns efficiently and maintain high satisfaction rates.
- Skilled in multitasking and managing high call volumes, maintaining professionalism, accuracy, and efficiency in fast-paced environments.
- Maintained a high level of professionalism and consistently adhered to company policies, procedures, and service standards.
- Led and supported a team in a high-volume contact center environment, ensuring performance goals and customer satisfaction targets were consistently met.
- Utilized call center software and CRM systems to manage workflows, track customer interactions, and identify areas for improvement.
- Presented product benefits clearly and handled objections effectively, contributing to higher customer retention and satisfaction.
- Collaborated with cross-functional teams to enhance service strategies and implement process improvements.
- Adapted to new technologies and maintained a focus on efficiency, scalability, and the customer experience.
Education
Completed post-secondary education -
Skills
- Excellent communication
- Problem-solving abilities
- Strong interpersonal skills
- Persuasive selling techniques
- Multitasking
- High-volume call handling
- CRM systems
- Call center software
- Professionalism
- Adherence to company policies
Target Role
Remote AI Specialist | Contact Centre Optimization | Data-Driven Automation
Timeline
Contact Centre Supervisor
CIBC
01.2021 - Current