Muba Salman
Calgary,AB
Summary
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, ad providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
Work History
General Manager - Multi-Location
Smoke and Vape 82
11.2021 - Current
- Managed day-to-day store operations including inventory, merchandising, and customer service.
- Provided expert knowledge on vape products, accessories, and regulatory compliance.
- Trained staff and maintained high standards of service and product knowledge.
- Developed localized marketing promotions to drive customer engagement and repeat business.
- Built and retained a loyal customer base by offering personalized service and solutions.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
General Manager
Cannabis 82
02.2024 - 05.2025
- Lead daily operations of a high-volume cannabis retail store.
- Developed promotional strategies with marketing teams to enhance product visibility and increase foot traffic.
- Oversaw inventory management and ensured accurate stock levels without overstocking.
- Trained and supervised staff while ensuring full compliance with provincial cannabis regulations.
- Utilized POS analytics to track sales, manage inventory, and forecast demand.
- Strengthened vendor relationships and stayed informed about new product releases and trends.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
Call Center Team Lead
BUS.COM
11.2022 - 05.2025
- Generated reports detailing metrics such as call times and satisfaction ratings.
- Responded to customer requests for products, services, and company information.
- Handled advanced issues with a calm, knowledgeable and professional approach.
- Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
- Communicated with dispatchers and other personnel to coordinate transportation schedules.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Resolved problems, improved operations and provided exceptional service.
Expert Advisor in Sales & Services
Belairdirect
11.2021 - 01.2023
- Delivered exceptional service by assessing customer needs and recommending insurance solutions.
- Acted as Site Team Lead for North York (Jan 2021 - Jan 2022).
- Supported onboarding and training of new hires; assessed effectiveness of training programs.
- Resolved customer issues with forward-thinking solutions and maintained high customer satisfaction.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Analyzed risk factors to recommend appropriate coverage levels.
Specialist Advisor in Sales & Services
Belairdirect
02.2019 - 11.2021
- Analyzed customer concerns and market behavior to identify changing needs and trends.
- Managed high call volumes and maintained professionalism in resolving client issues.
- Ensured consistent product knowledge to recommend relevant services.
- Provided comprehensive product knowledge and guidance to help clients on product selection.
- Generated quotes and proposals for clients to match individual needs.
- Generated leads through cold-calling, networking and other outreach methods.
Licensing Coordinator
Roy Foss Motors
01.2017 - 02.2019
- Guided clients through the vehicle licensing process and addressed any account concerns.
- Trained new clerks in licensing procedures and customer service.
- Managed licensing for all sold and fleet vehicles using dealership software.
Education
Business Management -
Seneca College
North York, ON06.2016
Skills
- Multi-line telephone operations
- Customer RMA management
- Complaint resolution
- Account updating
- Multitasking and organization
- Stress management
- Customer service
- Team management
- Call center experience
- CRM software
- Product knowledge
- Performance evaluations
Timeline
General Manager
Cannabis 82
02.2024 - 05.2025
Call Center Team Lead
BUS.COM
11.2022 - 05.2025
General Manager - Multi-Location
Smoke and Vape 82
11.2021 - Current
Expert Advisor in Sales & Services
Belairdirect
11.2021 - 01.2023
Specialist Advisor in Sales & Services
Belairdirect
02.2019 - 11.2021
Licensing Coordinator
Roy Foss Motors
01.2017 - 02.2019
Business Management -
Seneca College
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