Summary
Overview
Work History
Education
Skills
Training
Timeline
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Naseema Malik Rahman

Scarborough,Canada

Summary

Results-oriented customer service representative with over 10 years of experience. Expertise in problem-solving, performance analysis, and training associates to deliver exceptional service. Committed to fostering strategic relationships and achieving operational excellence.

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, Nepal

Skills

  • Problem-solving and analytical skills
  • Effective communication
  • Organizational and time management skills
  • Strategic relationship building
  • Customer relationship management
  • Performance analysis
  • Conflict resolution
  • Team leadership

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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Naseema Malik Rahman