Murtaza Ausat Rizvi
Brampton,ON
Summary
Results-driven professional with 20+ years of experience and focus on performance. Consistently builds highly productive teams that surpass goals and objectives. Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Customer Experience Manager (Acting)
Air Canada
10.2023 - Current
- Provided coaching and guidance to team members regarding best practices for delivering exceptional customer experiences.
- Managed escalated customer issues and resolved conflicts in a timely manner.
- Designed strategies for resolving common complaints from customers quickly and efficiently.
- Worked closely with other departments such as Deployment, Stoc, CATSA, GTAA & USCBP to maintain a smooth work flow to expedite our passengers from Check-In to Boarding.
- Analyzed customer feedback data to identify areas of improvement in the customer experience.
- Maintaining and excellent work relationship with colleagues & CATSA, GTAA & USCBP.
- Planning ahead in the morning for a smooth operation during the day by focusing on daily focus flights and hard alerts.
- Encouraging agents to perform better and providing resolving issues at hand swiftly.
Customer Experience Specialist
Air Canada, Lester B. Pearson International Airport
12.2021 - Current
- Responded to high volume of passengers utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Exhibited high energy and professionalism when dealing with passengers and staff.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic cross organization relationships and earned reputation for exceeding service standard goals (w/GTAA Manger operations & TSRs).
- Making sure the lobby is ready for passenger needs & all sign boards are up and luggage belts are running & counters are ready).
- Liaised with Lead & Manger on floor with staff deployment as per operational needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Leading metering team at TBR/Lobby
- Investigated and resolved customer inquiries and complaints quickly.
- Provided excellent customer care by responding to requests, assisting passengers.
- Attend daily morning meeting with Gtaa & United Airlines and recommend daily operational needs to be implemented.
- Maintain a friendly & professional relationship with Air Canada Agents & Management /USCBP/CATSA on daily basis.
- Maintain and adopt operational changes with daily needs
- Making sure passengers are offered timely assistance and the daily operation is smooth.
Manager
Medical Professional Corporation
08.2013 - Current
- Scheduling staff
- Managed and motivated employees to be productive and engaged in work.
- Maintained professional, organized, and safe environment for employees and patients.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Developed and maintained relationships with customers and suppliers through account development.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Regional Head Cash Management (west)
Banque Saudi Fransi
10.2001 - 09.2013
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Organized daily workflow and assessed appropriate staffing to provide optimal service level.
- Established performance and service goals and held associates accountable for individual performance.
- Developed new employees and on-going performance assessment of current employees.
- Build client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Drove team and company profits by developing and strengthening relationships with industry partners and potential clients.
- Hired, supervised and coached 28 employees on sales strategies to optimize performance.
- Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Visited sites periodically to view service levels and adherence to global service standards.
- Attended management weekly meetings to discuss and optimize strategies.
- Monitored staff performance by actively engaging in and observing day-to-day activities.
- Recruited talented individuals bringing sales & IT skills to e-banking department.
- Recruited talented individuals bringing sales/IT skills to e-banking sales department.
- Participated in promotional opportunities and onboarding of new accounts.
- Reviewed financial reports to identify potential issues, cost saving opportunities and significant departures from budget.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored performance.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Managed senior-level personnel working in marketing and sales capacities.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Internship Student
Saudi Arabian Airlines
05.1998 - 07.2000
- Reported back to instructor to receive day-to-day tasks and responsibilities.
- Sorted, organized, and maintained files.
- Communicated effectively with faculty and staff and accepted critiques and suggestions for areas of improvement. (suggested lighted & transparent sky sales carts which was later implemented)
Education
CPM - Certified Professional Manager - Certification
Management Course Banque Saudi Fransi
CMI Chartered Management Institute UK09.2012
MBA - Business Administration
Prairie View A&M University of Texas
Prairie View, Texas12.2000
BBA - Business Administration For Management
Prairie View A&M University of Texas
Prairie View, Texas12.1998
Skills
- Strategic planning
- Staff Management
- Policies and procedures
- Coaching and mentoring
- Business Development
- Key Performance Indicators (KPI)
- Sales & marketing
- Negotiation
- Ability to Be Flexible
- Special Assignments
Accomplishments
- Manage Air Canada's unionized staff and making sure a smooth and timely operation is delivered.
- Documented and resolved customer experience which led to goodwill.
Certification
- Certified Professional Manager (P04321936) / by CMI Chartered Management Institute (United Kingdom)
Timeline
Customer Experience Manager (Acting)
Air Canada
10.2023 - Current
Customer Experience Specialist
Air Canada, Lester B. Pearson International Airport
12.2021 - Current
Manager
Medical Professional Corporation
08.2013 - Current
Regional Head Cash Management (west)
Banque Saudi Fransi
10.2001 - 09.2013
Internship Student
Saudi Arabian Airlines
05.1998 - 07.2000
CPM - Certified Professional Manager - Certification
Management Course Banque Saudi Fransi
MBA - Business Administration
Prairie View A&M University of Texas
BBA - Business Administration For Management
Prairie View A&M University of Texas
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