Muhammad Zain-UL Abedeen
Montréal,Canada
Summary
Experienced quality assurance professional prepared for this role with focus on enhancing call center performance and customer satisfaction. Strong background in monitoring and evaluating call quality, offering actionable feedback, and training team members. Known for effective collaboration, adaptability to changing needs, and results-driven approach. Skilled in communication analysis, problem-solving, and implementing quality standards. Reliable and proactive, ensuring continuous improvement and excellence in every task.
Overview
9
9
years of professional experience
Work History
IKEA Call Quality Specialist
IKEA Canada
12.2024 - Current
- Established positive relationships with agents and supervisors, promoting open communication channels for ongoing support and collaboration
- Leveraged advanced analytics tools to identify patterns in agent behavior that contributed positively or negatively towards customer satisfaction outcomes, informing strategic decisions around training initiatives accordingly
- Facilitated collaborative problem-solving sessions with agents and supervisors, fostering a team-oriented approach towards achieving shared goals around customer experience enhancement
- Conducted calibration sessions with fellow quality specialists to ensure consistency in assessment criteria across the organization
IKEA Project Management
IKEA Canada
12.2024 - Current
- Streamlined operations by implementing efficient project management techniques, resulting in increased productivity
- Implemented Agile methodologies to improve project management efficiency and adaptability
- Streamlined project management for efficient product development, resulting in reduced time to market
- Successfully implement the project INSIKT from Sweden to IKEA Canada RCMP
IKEA- Team Leader Resolution and Sales
IKEA Canada
10.2019 - 12.2024
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise
- Developed team members' skills through targeted coaching sessions, resulting in improved individual performance
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly
- Assisted in recruitment to build team of top performers
- Coordinated resources effectively to meet project deadlines and achieve desired results
- Facilitated decision-making processes within group through open dialogue and consensus-building techniques
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members
CIBC Outbound Services
CIBC
05.2018 - 10.2019
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems
- Established excellent sales ability and strong interpersonal skills with confident and persuasive approach
- Identified customers from previously untapped market sectors with innovative call strategy
- Represented company professionally in all situations, working through challenging phone calls and cultivating positive interactions by remaining calm and poised
- Recorded contact information of customers and potential customers
- Answered questions with knowledgeable responses
Inbound Resolution Agent
IKEA Montréal
07.2016 - 05.2019
- Take calls from customers all over Canada
- Help give them final solution in accordance with company policy
- Call the logistic company and other companies that work with IKEA to find answers and solutions to customers needs
- Complete a customers file while on the call to be time efficient
- Make sure all the company guidelines are respected
- Floor Support; while a supervisor is not around and help colleagues make decisions and take on responsibilities
- Walk around and making sure everyone is doing work properly and accordingly and give report to the team leader at the end of the day
- Also have taken many manager calls (Escalation department) to ensure customer stays satisfied and understand they're needs and frustration and come up with a solution in the most efficient way possible
Education
James Lyng Adult Ed
MontrealSkills
- Customer service
- Problem-solving
- Time management
- Multitasking and organization
- Problem-solving abilities
- Excellent communication
- Team collaboration
- Team leadership
- Active listening
Languages
English
French
Urdu
Timeline
IKEA Call Quality Specialist
IKEA Canada
12.2024 - Current
IKEA Project Management
IKEA Canada
12.2024 - Current
IKEA- Team Leader Resolution and Sales
IKEA Canada
10.2019 - 12.2024
CIBC Outbound Services
CIBC
05.2018 - 10.2019
Inbound Resolution Agent
IKEA Montréal
07.2016 - 05.2019
James Lyng Adult Ed
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