Rashida Abdirahman
Toronto,ON
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
10
10
years of professional experience
Work History
Field Placement Student
Midaynta Community Services
Toronto, ON
09.2023 - Current
- Utilized effective communication strategies to build relationships with families of students.
- Attended team meetings focused on improving instruction for all students.
- Implemented activities to help clients build important skills for work and personal needs.
- Shadowed fully qualified professionals to gain deep understanding of assessment, intervention and consultation processes.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Supported administrative staff by completing data entry tasks related to student information systems.
- Researched resources available for special needs children and their families.
Help Desk Analyst
Team Recruiter - BMO Financial Group
04.2022 - 04.2023
- Created new accounts, reset passwords and configured access to servers and file management software for users.
- Trained new employees on support processes, procedures and knowledge base.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Supported customers with online billing, access and account issues.
- Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
- Managed user profiles, security access and shared file structures.
- Maintained records, logs and lifecycle documentation of work requests.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Assisted customers by troubleshooting and resolving technical problems.
- Utilized effective communication strategies to build relationships with families of students.
Call Center Representative
Arrow Work Force
Richmond Hill, ON
12.2021 - 01.2022
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained strong call control and quickly worked through scripts to address problems.
- Assisted 80+ callers per week in fast-paced environment.
- Refined and demonstrated excellent listening skills, asked probing questions, understood concerns and overcame objections.
- Documented outbound calling processes and equipped callers with quick-reference job aids to enable recall of less common processes.
- Expanded bottom-line profit opportunities, cold-calling and following up with leads to secure new revenue.
Provincial Vaccine Call Center Agent
Arrow Work Force
09.2021 - 10.2021
- Answering approximately 80 inbound customer calls per day in a friendly and courteous manner
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Following the conversational script provided by the Ontario Provincial Contact Centre and keeping the customer calls to under 10 minutes
- Use questioning and listening skills that support effective telephone communication
- Help the customer with booking their vaccine appointment over the phone
- Acted professionally and patiently when addressing customer feedback
- Accomplished having good attendance
Caregiver
Optima Home Health Care
01.2020 - 08.2021
- Support physically disabled clients with cleaning, feeding, bathing and toileting
- Household management for some client
- Deal with clients with cognitive impairment
- Communicate client needs to care managers
- Chaperone clients to appointments, shopping excursions and social engagements
- Helping the client sort out their medication and ensure they take it as per the instructions
- Provide informational counseling when needed
- Helped clients with personal needs from exercise to bathing and personal grooming.
Customer Service Representative
Dalka Furniture
Toronto, ON
01.2017 - 12.2019
- Documented conversations with customers to track requests, problems and solutions.
- Assisted customers in making payments on accounts and setting up payment plans.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Handled delegated tasks.
- Answered 35 calls per shift to assist with customer questions and concerns.
Receptionist
Cheech Glass
01.2014 - 01.2017
- Handling all incoming calls and responding to general inquiries on a multi-line phone system in a professional and efficient manner
- Welcome on-site visitors, determine nature of business and dispatching the appropriate staff
- Providing service recommendations to clients upon request
- Maintaining a presentable appearance at the reception and other common areas
- Ensuring that security procedures are followed by having all clients, suppliers and other visitors sign in
- Coordinate catering for meetings and events
- Make arrangements for travel accommodations.
Education
Social Service Worker
Seneca College
Toronto, ON09.2023
High School Diploma -
Al Sadiq Islamic English School
Dubai, United Arab Emirates.06.2012
Skills
- Word and Outlook
- SalesForce, Customer Connect, ServiceNow
- Customer Service
- Building Customer Trust and Loyalty
- Data Entry
- Issue and Complaint Resolution
- Verbal and Written Communication
- Creative Problem Solving
- Calm and Professional Under Pressure
- Efficient and Detail-Oriented
- Sales and Upselling
Timeline
Field Placement Student
Midaynta Community Services
09.2023 - Current
Help Desk Analyst
Team Recruiter - BMO Financial Group
04.2022 - 04.2023
Call Center Representative
Arrow Work Force
12.2021 - 01.2022
Provincial Vaccine Call Center Agent
Arrow Work Force
09.2021 - 10.2021
Caregiver
Optima Home Health Care
01.2020 - 08.2021
Customer Service Representative
Dalka Furniture
01.2017 - 12.2019
Receptionist
Cheech Glass
01.2014 - 01.2017
Social Service Worker
Seneca College
High School Diploma -
Al Sadiq Islamic English School
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