SAHEED KASUMU
Waterdown,ON
Summary
Dynamic customer service professional with a proven track record at SUN LIFE, excelling in ticketing system management and problem resolution. Adept at enhancing customer satisfaction through effective communication and continuous learning, consistently exceeding performance targets while maintaining meticulous documentation and attention to detail.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
SUN LIFE
Toronto, Ontario
02.2020 - Current
- Managed logistical processes to enhance customer service efficiency.
- Engaged with customers to provide exceptional service and resolve inquiries effectively.
- Communicated with customers to ensure satisfaction and efficiently handle their questions.
- Finalized call history data input and coordinated with third parties to facilitate customer fulfillment.
- Completed accurate documentation for each customer interaction, ensuring seamless data entry and communication with third parties as needed.
- Stayed informed on program and product updates through dedicated continuous learning.
- Guided clients in understanding and agreeing on pricing terms.
- Engaged with listing leads to resolve queries and deliver comprehensive answers.
- Advised customers through outbound calls, enhancing service satisfaction and loyalty.
- Managed ticketing system to review, prioritize, and resolve tickets with accurate documentation in a timely manner.
- Executed additional tasks as required to support team operations and enhance customer service efficiency.
Customer Service Officer
GIVA INC
Toronto, Ontario
02.2016 - 01.2020
- Reviewed, prioritized, and resolved tickets using a ticketing system with complete and accurate documentation.
- Participated in project planning and implementation to enhance customer service processes.
- Executed additional tasks as needed to support team operations and enhance customer service outcomes.
- Resolved inbound and outbound customer inquiries about platform features through email, phone calls, and screen-sharing sessions.
- Demonstrated effective presentation skills to enhance customer engagement.
- Executed regular sales calls and compiled detailed reports on all assigned accounts.
- Marketed products and services effectively to attract and retain customers.
- Resolved customer payment issues and account discrepancies efficiently.
- Captured and maintained accurate customer account information to support seamless service operations.
- Ensured the confidentiality and security of customer data.
- Exceeded individual performance targets by consistently delivering exceptional customer service.
Education
Bachelor of Science - Information Technology
UNIVERSITY OF EAST LONDON
LONDON ENGLAND06-2015
Skills
- Customer service
- Ticketing system management
- Data entry
- Product knowledge
- Documentation accuracy
- Problem resolution
- Attention to detail
- Outbound calling
- Communication skills
- Sales techniques
- Continuous learning
Timeline
Customer Service Representative
SUN LIFE
02.2020 - Current
Customer Service Officer
GIVA INC
02.2016 - 01.2020
Bachelor of Science - Information Technology
UNIVERSITY OF EAST LONDON
Similar Profiles
JULIE PROULXJULIE PROULX
Bilingual Tele Interviewer at Sun LifeBilingual Tele Interviewer at Sun Life
Jim BatemanJim Bateman
Financial Advisor at Sun LifeFinancial Advisor at Sun Life
Mark FosterMark Foster
Advisor at Sun LifeAdvisor at Sun Life
George JanjicGeorge Janjic
Volunteer at Rock This Way Music SchoolVolunteer at Rock This Way Music School
Shari RobertsShari Roberts
CLINICAL DATA MANAGER III at ALLUCENTCLINICAL DATA MANAGER III at ALLUCENT