Muhammad Rehman
Toronto,Ontario
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
CUSTOMER SERVICE SPECIALIST
OLG (ONTARIO LOTTERY GAMING)
12.2022 - Current
- Executed transactional processes for the disbursal of over 150 legitimate prize claims per week, ensuring compliance with client policies and achieving a 99% accuracy rate.
Created and maintained comprehensive documentation for 1000s of prize claims on client systems, improving tracking efficiency and retrieval time by 50%.
Enhanced the claim tracking process by developing and managing up-to-date tracking sheets for outstanding claims, resulting in a 25% reduction in processing time.
Responded to over 50 customer inquiries weekly regarding prize center policies, providing accurate information and improving customer satisfaction scores by 30%.
Trained new employees on best practices, contributing to an improvement in team performance and overall claim-handling efficiency.
CUSTOMER CARE AGENT
TORONTO PEARSON Airport
10.2022 - 12.2022
- Managed daily operations for the core department, overseeing the provision of wheelchairs and special equipment for approximately 500 passengers each day.
Ensured the availability of wheelchairs and special equipment, improving customer support and reducing wait times by 50%.
Addressed an average of 250 passenger inquiries per shift, maintaining high standards of customer service and contributing to a 25% increase in positive feedback ratings.
Facilitated timely transportation for 200 passengers daily between designated points, ensuring efficient service and enhancing overall passenger satisfaction.
NORDIA SALES AGENT
BELL
07.2022 - 10.2022
- Handled over 30 calls daily, consistently delivering exceptional customer service and resolving inquiries with a 90% satisfaction rate.
Gathered data from a diverse range of 150 clients, both new and existing, enhancing the customer database and informing sales strategies.
Utilized multiple software platforms for accurate and efficient input of customer information, achieving 98% accuracy in data entry.
Regularly exceeded sales targets by 5%, contributing to the team's overall performance and profitability.
Developed strong relationships with 50 clients through proactive follow-ups and tailored service, resulting in a 15% increase in client retention.
Customer Service Specialist
Walmart
01.2018 - 01.2022
- Provided product-related assistance to an average of 50 customers per shift across all departments, contributing to a 20% increase in customer satisfaction ratings.
Maintained high levels of customer satisfaction by delivering excellent service, resulting in a 90% positive feedback score.
Answered the Walmart pick-up line, assisting 25 customers daily with their orders and inquiries, ensuring timely and accurate support.
Efficiently fulfilled 150 online purchases weekly through precise product picking, scanning, and binning, reducing fulfillment time by 30%.
Utilized effective phone communication to fulfill customer needs and resolve inquiries, achieving a 80% resolution rate.
Implemented strategies to ensure correct placement of departmental merchandise, leading to improved inventory accuracy and reduced stock discrepancies by 15%.
Maintained up-to-date pricing information for 100s of items, ensuring compliance with store standards.
Streamlined shelf organization processes by creating effective picks for low stock items, enhancing operational efficiency and reducing fulfillment time by 15%.
Revamped zoning departments to ensure compliance with store standards, contributing to a 30% reduction in customer complaints.
Conducted thorough backroom bin audits, ensuring accuracy in perpetual inventory and shelf capacity for 250 items.
Achieved customer satisfaction by promptly responding to requests for information and services, resulting in a 15% increase in customer loyalty
Wal-mart WIRELESS
OSL
01.2017 - 01.2018
- Answered customer inquiries about products across various departments, assisting an average of 150 customers per shift and enhancing product knowledge.
Ensured that 95% of customers reported satisfaction with services, contributing to a positive shopping experience.
Prospected and engaged with customers, leading to an increase in sales of 25% during promotional periods.
Conducted live P.A. announcements to attract customers, resulting in a 50% increase in foot traffic during key hours.
Maintained a clean and tidy work area at all times, contributing to a safer and more organized shopping environment.
Kept customers updated on new arrivals and deals, achieving a 25% increase in customer engagement and repeat visits.
Education
Bachelor of Arts -
YORK UNIVERSITY
01.2022
Skills
- Customer Service
- Good communication skills
- Customer Relations
- Call center experience
- Problem Resolution
- Data Entry
- Product Knowledge
- Excellent written and oral communication
- Complaint Handling
- Customer Relationship Management
- Process Optimization
- Problem-solving abilities
Languages
English
Native or Bilingual
Urdu
Native or Bilingual
Hindi
Native or Bilingual
Punjabi
Native or Bilingual
Timeline
CUSTOMER SERVICE SPECIALIST
OLG (ONTARIO LOTTERY GAMING)
12.2022 - Current
CUSTOMER CARE AGENT
TORONTO PEARSON Airport
10.2022 - 12.2022
NORDIA SALES AGENT
BELL
07.2022 - 10.2022
Customer Service Specialist
Walmart
01.2018 - 01.2022
Wal-mart WIRELESS
OSL
01.2017 - 01.2018
Bachelor of Arts -
YORK UNIVERSITY
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