Summary
Overview
Work History
Education
Skills
Additional Information
Certification
Hiking
Timeline
Generic

Samina Kullab

Bilingual Contact Agent
TORONTO,ON

Summary

Dynamic Bilingual Customer Service Representative with 10 years of experience handling incoming calls, resolving customer issues, inputting orders and processing shipments. Native English speaker and fluent in French. Dedicated to maintaining highest customer satisfaction while processing large volumes of calls in busy offices. Experienced Customer Service Representative fluent in English and French language. Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, product questions, issue resolution and order processing. Well-qualified Senior Account Transfer for RRSP familiar with skills and abilities needed to succeed. Possessing strengths in task prioritization and customer service. Ready to leverage training and experience to take on new professional challenges. Knowledgeable and dedicated customer service professional with extensive experience in financial industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Well-qualified rapport building familiar with skills and abilities needed to succeed. Possessing strengths in task prioritization and customer service. Ready to leverage training and experience to take on new professional challenges.

Overview

10
10
years of professional experience
7
7
years of post-secondary education
1
1
Certification

Work History

Bilingual Customer Service Representative

Bill Goslings
Markham, ON
09.2021 - Current
  • Resolved concerns with products or services to help with retention and drive sales.
  • Achieved and maintained departmental performance standards.
  • Responded to customer calls and emails to answer questions about products and services.
  • Communicated with management when customer issues escalated and worked to find resolutions.
  • Maintained and managed customer files and databases.
  • Achieved outstanding ratings on Email Handle Time (EHT), Chat Handle Time (CHT), Phone Handle Time (PHT) and Quality and Voice of Customer (VOC).
  • Helped improve customer satisfaction by translating customer paperwork and company documentation.

Bilingual Contact Agent

Parsons Canada
Markham, ON
09.2018 - 07.2022
  • Carried out day-to-day duties accurately and efficiently.
  • Maintained excellent attendance record, consistently arriving to work on time.
  • Delivered services to customer locations within specific timeframes.
  • Participated in team-building activities to enhance working relationships.
  • Worked with customers to understand needs and provide excellent service.
  • Identified issues, analyzed information and provided solutions to problems.
  • Developed and implemented performance improvement strategies and plans to promote continuous improvement.

Bilingual Customer Service Representative

BMO Insurance
Toronto, ON
02.2016 - 11.2016
  • Resolved concerns with products or services to help with retention and drive sales.
  • Achieved and maintained departmental performance standards.
  • Responded to customer calls and emails to answer questions about products and services.
  • Communicated with management when customer issues escalated and worked to find resolutions.
  • Helped improve customer satisfaction by translating customer paperwork and company documentation.
  • Upsold or cross-sold products and services when appropriate to fulfill customer needs or provide additional benefits.
  • Maintained and managed customer files and databases.

Bilingual Retention Specialist

Aimia Canada
Toronto, ON
05.2011 - 11.2015
  • Identified issues, analyzed information and provided solutions to problems.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Collaborated with team members to achieve target results.
  • Led projects and analyzed data to identify opportunities for improvement.
  • Saved $[Amount] by implementing cost-saving initiatives that addressed long-standing problems.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.

Education

Associate of Applied Science - Business Administration And Application

Toronto School of Business
Cumberland Terrace Toronto On
01.1998 - 11.2000

Bachelor of Arts - English

Dhaka University
Dhaka Bangladesh
03.1993 - 03.1996

Mortgage License - Mortgage

Remic
Online
08.2019 - 10.2020

Skills

French Translations

undefined

Additional Information

I have completed L.O.M.A courses.

Training

Certification

Licensed Mortgage Agent

Hiking

I take long walks and follow trails for 5-10 kilimeters at a time.

Timeline

Bilingual Customer Service Representative

Bill Goslings
09.2021 - Current

Mortgage License - Mortgage

Remic
08.2019 - 10.2020

Bilingual Contact Agent

Parsons Canada
09.2018 - 07.2022

Bilingual Customer Service Representative

BMO Insurance
02.2016 - 11.2016

Bilingual Retention Specialist

Aimia Canada
05.2011 - 11.2015

Associate of Applied Science - Business Administration And Application

Toronto School of Business
01.1998 - 11.2000

Bachelor of Arts - English

Dhaka University
03.1993 - 03.1996
Samina KullabBilingual Contact Agent