Shawn Mallick
Oshawa,ON
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
11
11
years of professional experience
Work History
Store Associate
Dollarama Store
09.2023 - Current
- Maintained tidy and organized store to comply with cleanliness standards.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Answered questions about store policies and addressed customer concerns.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Listened to customer needs and desires to identify and recommend optimal products.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Customer Service- Operation Incharge
Commercial Bank Of Ceylon PLC
10.2018 - 08.2023
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Supervise a team specialized in Customer Service Operations.
Officer- SME Credit
Commercial Bank Of Ceylon PLC
01.2015 - 09.2018
- Analyzed applicants' financial status and credit and property evaluations to determine loan feasibility.
- Devised collection recovery strategies to resolve customer issues and delinquent cases.
- Reduced past due balances and bad debt by coordinating collection efforts with customer service, sales and billing departments.
- Obtained and reviewed credit reports, credit references, credit insurance and financial statements to establish credit limits for new accounts.
- Adhered to banking standards and government lending guidelines for loan services.
- Reviewed and verified income, credit reports and employment histories for each borrower.
- Obtained and interpreted financial statements to assist in credit limit reviews.
Trainee Executive- Customer Service, Cash and ATM
Commercial Bank Of Ceylon PLC
09.2012 - 10.2014
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Described product and service details to customers to provide information on benefits and advantages.
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Developed working relationships with internal and external customers while assisting with account management duties.
- Informed customers of upcoming promotions and deals to boost sales.
Education
Post Graduate Dual Certificate Course - Human Resource, Marketing And Ent. Developments
Trent University
Oshawa, ON08.2025
MBA - International Management
University of Chittagong
Chattogram, Bangladesh09.2012
BBA - Management Studies
University of Chittagong
Chattogram, Bangladesh07.2011
Skills
- Quality Control
- Problem-Solving Ability
- Coordination
- Lead Generation
- Customer Relationship Management
- Computer Proficiency
- Brand Representation
- Customer Consulting
- Customer Relations
- Conflict Resolution
- Records Preparation
- Process Optimization
- Business Development Understanding
- Active Listening
- Critical Thinking
- Quality Assurance Controls
- Team Development
- Report Preparation
- Core Banking
Languages
English
Native or Bilingual
French
Professional Working
Bengali
Native or Bilingual
Hindi
Limited Working
Timeline
Store Associate
Dollarama Store
09.2023 - Current
Customer Service- Operation Incharge
Commercial Bank Of Ceylon PLC
10.2018 - 08.2023
Officer- SME Credit
Commercial Bank Of Ceylon PLC
01.2015 - 09.2018
Trainee Executive- Customer Service, Cash and ATM
Commercial Bank Of Ceylon PLC
09.2012 - 10.2014
Post Graduate Dual Certificate Course - Human Resource, Marketing And Ent. Developments
Trent University
MBA - International Management
University of Chittagong
BBA - Management Studies
University of Chittagong
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