Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
RUBAB HUSSAIN
Customer Care Representative
Toronto,ON
Summary
Dedicated and customer-focused professional with over 5-6 years of experience in retail and call center environments. Proven ability to handle high-pressure situations and deliver exceptional customer service. Skilled in communication, problem-solving, and building rapport with diverse clientele. Adept at managing multiple tasks simultaneously and efficiently. Seeking a position where I can leverage my skills to enhance customer satisfaction and contribute to the company's success.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Care Representative
Bell Canada
04.2022 - Current
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Identified opportunities for upselling or cross-selling products during interactions, increasing revenue generation potential.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Addressed customer inquiries and complaints efficiently, ensuring high customer satisfaction.
- Assisted customers with account information, billing issues, and service policies.
- Collaborated with account executives and solutions analysts to understand high-revenue accounts’ needs.
- Maintained and improved quality control and satisfaction records.
- Trained and mentored new team members on departmental procedures and projects.
- Managed high call volumes while maintaining performance metrics and service levels.
- Provided tailored solutions to customers, enhancing their overall experience with Bell Canada.
- Documented customer interactions and feedback for continuous improvement.
- Facilitated effective communication between customers and internal departments.
- Implemented new strategies to improve customer engagement and retention.
Call Centre Specialist
Benjamin Moore
03.2021 - 03.2022
- Answer phones and customer requests and complaints in an efficient manner
- Transfer calls to appropriate place
- Report to supervisor with any problems or suggestions to better work atmosphere
- Assist customers in a timely manner to avoid long waiting times
- Calm frustrated or upset customers by providing excellent and friendly service
- Maintained logs and documentation to detail key information regarding incoming and outgoing calls
- Addressed customers courteously using suitable methods and problem-solving skills
- Provided account information to customers and explained bill service policies and customer rights
- Demonstrated a strong record of accomplishment for working collaboratively on cross-functional and cross- culture teams
- Work closely with account executives and solutions analysis to gain clear understanding of expectation of High Revenue Accounts
- Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service
- Provided exceptional customer support during peak periods, helping maintain the highest level of service quality despite increased demand.
Customer Service Specialist (Remote)
Econo Storage
06.2018 - 01.2021
- Managed and resolved issues with customers during calls by following determined script
- Used database system to record notes and call information
- Built trust with customers through personalized conversations
- Listened to feedback from call manager and implemented changes in future calls
- Met performance goals and call center metrics in fast-paced performance setting
- Answered calls, left voicemails, and scheduled follow-up calls to drive customer engagement.
Customer Service Associate
KFC
01.2016 - 03.2018
- Obtain cash or credit card payments for various orders from customers and ensure that they are provided with the correct change and issued accurate receipts
- Take orders from drive through customers and bag those orders and ensure that all condiments as well as enough napkins are included in the bag
- Ensure that staff members keep their work areas as well as the restrooms constantly cleaned as to ensure maximum satisfaction and convenience
- Placed and canceled customer orders and upgraded accounts
- Obtained and evaluated relevant information to handle product and service inquiries
- Submitted credit requests for defective product, pricing errors and customer accommodations.
Education
Yorkville College
Toronto, ONSkills
- Customer Relationship Management (CRM)
- Conflict Resolution
- Multitasking and Time Management
- Effective Communication
- Team Collaboration
- Problem-Solving
- Data Entry and Documentation
- Performance Metrics Achievement
- Training and Mentoring
- Quality Control and Assurance
Certification
Customer Service Fundamentals Udemy, Online Course
Software
Customer Relationship Management (CRM)
Communication Platforms (eg, Slack, Microsoft Teams)
Timeline
Customer Service Fundamentals Udemy, Online Course
02-2024
Customer Care Representative
Bell Canada
04.2022 - Current
Call Centre Specialist
Benjamin Moore
03.2021 - 03.2022
Customer Service Specialist (Remote)
Econo Storage
06.2018 - 01.2021
Customer Service Associate
KFC
01.2016 - 03.2018
Yorkville College
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