Rahi Zamani
Toronto,ON
Overview
17
17
years of professional experience
Work History
Customer Experience Supervisor
Nanoleaf Canada Ltd
09.2018 - Current
- First point of contact for all customer escalations through ticket support system and phone calls
- Managing the ticketing queue with a reduced volume to maintaining a high level of key metrics
- Collaborating with the product development team testing and beta testing new products and applications, providing feedback before product launch
- Implemented training and procedure documents, Helpdesk articles, creating department Tier system, Returns Budget, Risk management system, Road to success module to coordinate the customer service department in handling all matters relevant to it
- Working alongside the Marketing department to rebrand the website to provide better information
- Updating and reviewing our known technical issues spreadsheet with respect of any updates coming from the R&D team and adding proper resolutions to issues
- Over viewing all returns and refunds to meet company yearly budget
- Monitor and handling all Paypal disputes and over viewing and handling all charge backs Monitoring all US-Backorders by assigning orders to the right warehouse to get them shipped
- Coordinate the research program and beta initiatives with the community management, product, and marketing teams.
Customer Support Coordinator
Sony Head Office of Canada
08.2010 - 09.2018
- Provided support on priority accounts via management on behalf of the president of Sony Canada
- Researched specific technical issues for with R&D for specific customers to provide support
- Utilized SAP to track order status and create billing authorizations for servicing and adjustments
- Successfully adapted CRM database software to log issues, personal information and data entry
- Outbound called customers to provide updates on unresolved issues within 24-48 hours or less.
Project Management Coordinator
Pristine Printing
04.2007 - 07.2010
- Updated internal departments on the status of 200 tracked projects every day to meet deadlines
- Ensured customer satisfaction by calling clients and followed up on finished projects
- Monitored overdue projects and contacted customers to ensure 24 hr turn around resolution
- Learned and adapted Avanti software for handling customer accounts and process orders
- Rebuilt relationships with previous customers and provided printing services.
Education
Architectural Technology -
Humber College
Accomplishments
- Effective in contributing to creating new business leads on behalf of Pristine Printing by consolidating customer’s needs
- Exceeded Sony Head Office expectations by increasing customer satisfaction to 80-85% minimum through daily survey promoters based on their overall positive experience
- Created multiple new strategic procedures and documentations for Nanoleaf leading to overall 90% customer satisfaction
Timeline
Customer Experience Supervisor
Nanoleaf Canada Ltd
09.2018 - Current
Customer Support Coordinator
Sony Head Office of Canada
08.2010 - 09.2018
Project Management Coordinator
Pristine Printing
04.2007 - 07.2010
Architectural Technology -
Humber College
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