Rahi Zamani
Toronto
Summary
Customer Experience and Operations Specialist with 15+ years of experience in support and cross-functional collaboration. Skilled in managing escalations, streamlining workflows, and improving customer satisfaction. Proficient in dispute resolution, problem solving and customer support Known for driving improvements, and training across fast-paced, customer-focused environments thriving on communication at all times.
Overview
18
18
years of professional experience
Work History
Customer Experience Supervisor
Nanoleaf Canada Ltd
09.2018 - Current
- Act as the primary point of contact for all customer escalations, ensuring timely and effective resolution maintaining a customer satisfaction score (CSAT) of 95%
- Oversee the ticketing queue, efficiently handling a reduced volume of tickets by 40%, and achieving a resolution rate of 90%.
- Collaborating with the product development team testing and beta testing new products to improve user experience
- Develop and implement training materials and use them to train the customer service team
- Partner with the Marketing team to rebrand website improving product information for customers
- Ensure the technical issues document is updated weekly, improving troubleshooting response time by 20% and reducing escalations by 10%
- Supervise all returns and refunds to meet company yearly budget
- Manage PayPal and Shopify disputes and chargebacks resolving disputes within 7-10 business days .
- Oversee all US backorders, ensuring that 90% of orders are assigned to the appropriate warehouse and shipped within 48 hours, minimizing delays
- Coordinate research program and beta initiatives with management, product, and marketing teams.
Customer Support Coordinator
Sony Head Office of Canada
Toronto, Ontario
08.2010 - 09.2018
- Provided high-level support for priority accounts on behalf of the president of Sony Canada, managing an average of 15–20 high-priority accounts per month, ensuring timely and efficient issue resolution.
- Investigated and resolved complex technical issues in collaboration with the Technical Team, achieving a 85% customer satisfaction rate based on follow-up surveys and feedback.
- 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
- Contacted customers proactively, providing updates and resolutions on unresolved issues within 24–48 hours, resulting in an 85% issue closure rate within the target timeframe.
Project Management Coordinator
Pristine Printing
Toronto, Ontario
04.2007 - 07.2010
- Coordinated and tracked over 200 active projects daily, ensuring timely communication across all company departments, which contributed to a 92% on-time project delivery rate.
- Maintained customer satisfaction through regular follow-ups, resolving inquiries within an average of 48 hours, leading to an 88% customer satisfaction rate
- Monitored overdue projects, proactively contacting customers to ensure a 24-hour resolution turnaround, resulting in a 20% reduction in overdue projects compared to the previous quarter
- Used Avanti software to manage customer accounts, track project progress, and streamline order processing
- Rebuilt relationships with previous customers and provided printing services, driving a 15% increase in repeat business over a 3 year period.
Education
Architectural Technology -
Humber College
Toronto, ON09.2012
Skills
- Team Lead, Support, Staff Training
- Customer Service, Sales, Marketing
- CRM software, Data Entry, Microsoft Excel/Office
- Project Management Risk Management, Follow up
- Logistics, Problem Solving, Cross-department Communication
- Communication, Technical Support Trouble Shooting
- Teamwork, Resolving, Sap and Zendesk, Organizational
Accomplishments
- Drove a 15% increase in new business opportunities at Pristine Printing by proactively identifying customer needs and streamlining sales outreach, directly enhancing client acquisition efforts.
- Achieved and sustained an 80–85% customer satisfaction rating at Sony Head Office, consistently outperforming service benchmarks through CSATs for 3 years straight.
- Boosted overall customer satisfaction to 90% at Nanoleaf by designing and implementing new process documentation and support procedures, resulting in a 10% uplift in client experience scores.
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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