Naseema Malik Rahman
Scarborough,Canada
Summary
Dynamic customer service professional with a distinguished record at Amazon Canada, known for exceptional problem-solving and communication skills. Consistently achieved a 95% customer satisfaction rating by fostering strategic relationships and enhancing team performance.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Amazon Canada
Scarborough, Canada
06.2017 - 06.2024
- Resolved customer issues promptly while ensuring follow-up for remediation.
- Sought new approaches to improve the quality of customer service.
- Train associates on procedures.
- Involved in driving Operational Excellence efforts. Adhere to policies ensuring timely reporting of all job-related injuries.
- Consistently delivered high-quality results with exceptional precision.
- Facilitated understanding among new team members through instruction.
Customer Services Representative
Kuwait Finance House
, Kuwait
01.2011 - 01.2015
- Handled customer service inquiries promptly and correctly to support inbound call center.
- Executed data entry operations for online customer database.
- Gathered customer needs by asking relevant questions.
- Executed team lead duties on a scheduled rotation.
- Exceeded standards in speed, accuracy and volume.
- Served as lead mentor and primary contact for new representatives and difficult calls.
- Played a key role in earning the highest marks for outstanding customer service performance in all assessed areas for the department.
Customer Service Representative
American Express Canada
Markham, Canada
01.2004 - 01.2011
- Effectively handled complaints through accurate troubleshooting.
- Addressed service challenges and highlighted additional service advantages.
- Kept current with bank policies on payments, account changes, and upgrades.
- Surpassed credit card application sales targets consistently.
- Cross-trained colleagues to maintain seamless customer service during peak times.
- Garnered a 95% customer satisfaction rating within six months, surpassing corporate goals.
- Built strong relationships with call center departments through clear communication.
- Contributed to the identification and deployment of a new phone system.
Education
Bachelor of Science -
Tribhuvan University
Kathmandu, NepalSkills
- Problem solving and analytical skills Ability to communicate effectively across various levels of an organization
- Exceptional organizational, communication and time management skills
- Strategic-relationship and partnership-building skills listen attentively, solve problems creatively and use tact and diplomacy to achieve win-win outcomes
Training
- Customer Services Representative Training - Amex Canada
- Card Management System (CMS) - KFH
- Sig Sigma Process Management - Amex Canada
Timeline
Customer Service Representative
Amazon Canada
06.2017 - 06.2024
Customer Services Representative
Kuwait Finance House
01.2011 - 01.2015
Customer Service Representative
American Express Canada
01.2004 - 01.2011
Bachelor of Science -
Tribhuvan University
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