Riyaz Kureshi
Saskatoon,SK
Summary
Motivated team player with a proven record of delivering exceptional customer service and consistently achieving sales and upsell targets. Demonstrates composure and professionalism in high-stress situations, efficiently resolving customer complaints. Possesses excellent communication, organizational, and multitasking skills. Committed to providing the highest quality service and creating a positive customer experience, while driving cross-selling initiatives to enhance organizational revenue.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service Representative - Carhartt
IntouchCX Inc
09.2024 - Current
- Managed inbound communication and speak with minimum 30 customers, delivering professional and timely support.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Used SAP software and other CRM tools to manage customer accounts, resolve inquiries, and maintain accurate records of interactions.
- Troubleshot and resolved technical issues faced by customers on the company website.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Followed up with customers by taking commitments to resolved issues, save time of customers and maintain high standards of customer service.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Managed timely and effective replacement of damaged or missing products.
- Promoted Carhartt products by highlighting key features and informing customers about ongoing deals and new offers.
Consumer Sales Representative - TELUS
The Acquisition Group
05.2024 - 09.2024
- Approached approximately 40 homes and small businesses daily within assigned territories to offer tailored TELUS solutions that enhance operations and connectivity
- Engaged in presenting and selling TELUS products and services to meet customers' needs
- Represent TELUS at various events, exhibitions, and malls, showcasing products and services to wide audience, and generating leads
- Reach out to current TELUS customers to offer additional products, upgrades, and services, ensuring satisfaction and fostering long-term relationships
- Identify opportunities to upsell and cross-sell TELUS products and services, maximizing revenue potential and delivering comprehensive solutions to customers
- Stay updated on TELUS product offerings and provide live demonstrations to potential customers, explaining benefits and features
- Build and maintain strong relationships with customers by providing exceptional service and support throughout sales process
- Achieve assigned sales targets and quotas, and regularly report progress, challenges, and market feedback to sales management team
- Provided exceptional customer service by attentively listening to needs and offering tailored solutions.
- Built relationships with customers and community to promote long term business growth.
Customer Relations Associate - Rogers
Hinduja Global Solution
09.2023 - 12.2023
- Engaged, being part of SPARTA team, in Migration of Shaw customers to Rogers and managed approximately 30 calls per day during medium to high season time
- Engaged in Inbound sales of devices, telecom plans, and internet services to Rogers' and Fido customer.
- Utilized CRM software to track ongoing client relationships and proactively address potential issues before escalation.
- Collaborate with store agents at Rogers Store and third-party stores to ensure smooth sales transition to their customers
- Maintained accurate records of customer interactions, complaints, and inquiries
- Coordinated with cross-functional teams on projects related to client relations management
- Adjusted sales scripts to better target needs and interests of specific individuals
- Utilized problem-solving skills to resolve customer issues quickly and efficiently
- Assisted customers in navigating website for product and service information
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in team environment.
Leisure Travel Consultant
Olive Tours and Travels
04.2017 - 06.2023
- Managed direct sales (D2C) initiatives, collaborated with empaneled independent travel agents (B2B) and Small Corporates to drive revenue growth
- Provided expert consultation and comprehensive booking services for a diverse range of travel requirements, including accommodations, flights, excursions, ground transportation, and travel insurance, Car Rentals, etc, ensuring seamless and personalized travel experiences for clients
- Contributed to the development of annual sales forecasts and budgets, aligning sales strategies with organizational goals
- Maintained a high level of attention to detail, managing bookings, travel documents, and ensuring accuracy in all reservations
- Demonstrated excellent negotiation skills, securing exclusive deals on flights, hotels, and tours for customers
- Proficiently used travel technology applications to search, book, and manage trips, staying updated on the latest travel products and led a team of professionals specializing in booking flights through GDS (Global Distribution System), optimizing operational efficiency
- Managed cash flow scheduling and followed up with clients for timely payments, ensuring financial stability
- Demonstrated self-motivation by taking initiative in finding unique destinations and experiences for clients by creating and sharing newsletters and promotional materials featuring unique accommodations, destinations, excursions, activities, and travel updates to enhance customer product knowledge
- Established a robust feedback system to monitor customer experiences and address any discrepancies in supplier services
- Achieved a retention rate of over 70% year-on-year
Manager - Sales and Marketing
Vitol Corporation
07.2010 - 03.2017
- Ensuring month-on-month sales growth from current customers to meet yearly sales target
- Analyzed sales data to identify trends and opportunities for improvement
- Prepared presentations for internal meetings on product promotions
- Developed strategies to increase brand visibility and sales in marketplace
- Monitored competitor activity and identified areas of opportunity for growth
- Developed and used Inventory software to gain back-to-back orders from existing customers by automatic reminders of their new orders
- Maintained first position as a manufacturer and supplier of paper packaging raw material, used by single-use disposable material
- Prepared and sent proposals to prospective clients
- Maintained high retention rate of more than 70% year on year ensuring best customer services
Education
MBA - Marketing
Veer Narmad South Gujarat University
India01.2007
BBA - Marketing
B.R.C.M. College of Business Administration
India01.2005
Skills
- Verbal and Written Communication
- Negotiation Skills
- Telephonic Etiquettes
- Prioritizing and Multitasking
- Inbound and Outbound Sales
- Direct and B2B Sales
- Cross-selling and Upselling
- GDS support
- Problem Investigation and Solving
- CRM Software
- Product Knowledge
- Customer Retention
- Collaborative with teams
- Social Media Management
- Google Workspace
- Microsoft Office
- Technical Support
- Decision Making
- Analytical Thinking
- Class 5 Driving License
Certification
- SERVICE BEST SASKATCHEWAN, Service Best In-Person Course, 202405220020, 05/17/24
- TICO – TRAVEL COUNSELLOR, 02/28/24
- AIR CANADA EXPERT (ACE), Air Canada Global Sales University, 05/30/24
- AEROPLAN EXPERT, Air Canada Global Sales University, 05/30/24
Languages
English
Hindi
Gujarati
Urdu
Timeline
Customer Service Representative - Carhartt
IntouchCX Inc
09.2024 - Current
Consumer Sales Representative - TELUS
The Acquisition Group
05.2024 - 09.2024
Customer Relations Associate - Rogers
Hinduja Global Solution
09.2023 - 12.2023
Leisure Travel Consultant
Olive Tours and Travels
04.2017 - 06.2023
Manager - Sales and Marketing
Vitol Corporation
07.2010 - 03.2017
- SERVICE BEST SASKATCHEWAN, Service Best In-Person Course, 202405220020, 05/17/24
- TICO – TRAVEL COUNSELLOR, 02/28/24
- AIR CANADA EXPERT (ACE), Air Canada Global Sales University, 05/30/24
- AEROPLAN EXPERT, Air Canada Global Sales University, 05/30/24
MBA - Marketing
Veer Narmad South Gujarat University
BBA - Marketing
B.R.C.M. College of Business Administration
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