Summary
Overview
Work History
Education
Skills
Professional Experience
Additional Information
Accomplishments
Certification
Education Certifications
References
Timeline
Generic

Syed Faraz Hussain

Mississauga,ON

Summary

A dedicated professional with over a decade of experience in Business Development, Contact Center Strategy Consulting, and Customer Service. Expertise includes optimizing efficiencies, developing KPIS, recruiting, training and managing a team, improving dialer campaigns, and fostering collaboration to enhance customer satisfaction and achieve organizational objectives.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Customer Service & Credit / Collections Management

Cogeco Connexion
06.2009 - 06.2019
  • Managed and supervised over 25 agents with a core focus on customer service and customer retention.
  • Responsibilities included but not limited to: Ensuring service and call levels are managed inline with KPIS.
  • Conducting monthly reviews with agents.
  • Reviewing subjective and objective values annually to meet department and organization expectations and guidelines.
  • Managing dialer services, including building dialer campaigns and collaborating with the IT department.
  • Adjusting dialer campaigns for maximum contact levels.
  • Trained and mentored new employees on customer service with a core focus on effective communication methods, documentation requirements and performance strategies.
  • Supervised staff of customer service agents & collectors, monitoring phone calls and performance.
  • Researched accounts and completed due diligence to resolve customer related problems.
  • Conducted investigations of customer accounts and payment histories.
  • Reviewed, researched and corrected discrepancies and customer concerns.
  • Established procedures for collection of past due amounts while maintaining a core focus on customer retention & satisfaction.
  • Worked with legal resources and recovery teams to manage default issues.
  • Documented interactions in CRM / computer database and updated information.
  • Successfully implemented new technologies and process automations to encourage continuous improvement.
  • Followed prescribed scripts and maintained friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
  • Accessed credit records to evaluate customer credit histories.
  • Adhered to established guidelines to increase profits and collect supplier payments.
  • Set up and updated customer accounts and CRM with interactions, payments and personal information.
  • Listened to customers and negotiated solutions that met their needs.
  • Established relationships with customers to encourage customer loyalty.
  • Developed and documented collection procedures and policies to comply with government regulations.
  • Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.

Customer Relations, Credit & Accounts Management

Wells Fargo Financial
11.2005 - 02.2009
  • Managed over 20 agents at Wells Fargo Canada for 4 years
  • Ensured collection of delinquencies ranging from 30-120 days
  • Ensured adherence to SOPs (Standard Operating Procedures)
  • Monitored employee performance to meet quality assurance and service level expectations
  • Collaborated extensively with the dialer team to ensure the efficient management of contact campaigns, aiming to maximize contact rates
  • Handled customer complaints and ensured Office of the President escalations are settled with a strong focus on Customer Retention.
  • Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
  • Used consultative sales techniques to understand customer needs and recommend relevant products and services.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Logged call information and solutions provided into internal database.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Trained new personnel regarding company operations, policies and services.
  • Cross-trained and provided backup support for organizational leadership.
  • Trained staff on operating procedures and company services.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Implemented and developed customer service training processes.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Cross-trained and backed up other customer service managers.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.

Accounts Receivables (3rd Party) Agencies

COLLECTCORP
05.2002 - 04.2004
  • Adhering to provincial laws and guidelines while licensed with the FDCPA
  • Ensuring receivables for all delinquencies are collected upon
  • Clients included: Alegis Corporation, Citi Bank, TD - Toronto Dominion Bank, RBC - Royal Bank of Canada & Other major Canadian Banks
  • Ranked number one in receivables for the agency employed in 2003
  • Developed and implemented strategies to improve collection processes and reduce overdue payments.
  • Negotiated payment arrangements with customers to establish timely receipt of payments.
  • Developed and maintained positive relationships with clients to maximize collections.

Education

Certification- Contact Centre Management - Contact Centre Management

Seneca College of Applied Arts And Technology
North York, ON
06.2005

O.S.S.D -

Clarkson Secondary School
Mississauga, ON
06.1999

Skills

  • Fluent in English
  • Remote Office Availability
  • Networking
  • Customer Service
  • Problem Resolution
  • Self-Directed
  • Quality Assurance
  • Teamwork and Collaboration
  • Organizational Skills
  • Troubleshooting
  • Interpersonal Communication
  • Written Communication
  • Analytical Thinking
  • Excellent Communication
  • Multitasking
  • Team Building
  • Problem-Solving
  • Task Prioritization
  • Policy Implementation
  • Compliance Understanding
  • Policy Updates
  • Performance Evaluation
  • Employee Coaching
  • Customized Training
  • Schedule Coordination
  • Materials Organization
  • Project Management
  • Presentation
  • Leadership Training
  • Verbal and Written Communication
  • Schedule Management
  • Staff Development Plans
  • Training Solutions Development
  • New Hire On-Boarding
  • Training Material Updates
  • Compliance Requirements
  • Training Course Oversight
  • Team Management
  • Attention to Detail
  • Decision-Making
  • Calm Under Pressure
  • Analytical and Critical Thinking

Professional Experience

  • Spearheaded design and execution of dialer campaigns, consistently exceeding targets.
  • Enhanced annual performance guidelines, resulting in higher employee morale.
  • Fostered collaboration with sales, customer service, and other departments to meet objectives.
  • Orchestrated the supervision of a dynamic team of over 25 agents as the Credit and Collections Manager at Cogeco Connexion, demonstrating exceptional leadership and team management skills.
  • Conducted comprehensive monthly reviews with agents, providing constructive feedback to enhance individual and team performance while ensuring alignment with organizational goals.
  • Spearheaded the annual review of subjective and objective values, contributing to the refinement and optimization of performance guidelines. This process led to heightened employee motivation and improved overall team effectiveness.
  • Actively managed dialer services, exhibiting expertise in building and adjusting campaigns for maximum contact levels. This strategic involvement resulted in consistently exceeding service level targets and optimizing overall contact center efficiency.
  • Collaborated seamlessly with cross-functional teams, fostering a culture of cooperation and aligning customer satisfaction levels with organizational objectives.
  • Demonstrated a results-driven and goal-oriented approach, consistently meeting and surpassing departmental goals, contributing to the overall success of organizations.
  • Asset to teams and works well with everyone.
  • Effective team management and collaboration.
  • Goal-oriented and results-driven.
  • Strong interpersonal and people skills.

Additional Information

Leadership & Customer Service

  • Updating SOPs (Standard Operating Procedures) & ensuring team adherence
  • Conducting Monthly coaching sessions inline with KPIs and ensuring annual reviews are delivered.
  • Establishing and reviewing core KPIs to ensure organizational objectives are met.
  • Identifying areas of improvement to enhance team performance as well as customer satisfaction rates.
  • Ensuring any and all escalations, customer complaints and concerns are addressed in a timely manner.
  • Effectively follow through with customers professionally on all inquiries through to ensure their faith in the service and organization remains intact.


Accomplishments

  • Formulated and executed dialer campaigns, exceeding service level and effectiveness targets & reducing dialer expenses.
  • Reengineered annual performance guidelines, boosting employee morale and motivation.
  • Fostered collaboration with cross-functional teams, enhancing customer loyalty and retention.

Certification

  • Contact centre Management, Seneca
  • Business Operations - Seneca
  • Leadership & Business Management - Seneca
  • Customer Relationship Management - Seneca

Education Certifications

  • OSSD-Ontario Secondary School Diploma
  • CIAC Certification: Business Operations Management
  • CIAC Certification: Contact Centre Management
  • CIAC Certification: Customer Relations Management
  • Mutual Funds (IFIC - Investment Funds Institute of Canada)
  • Dialer Expertise and Certification from one of the world's best leading Dialer service providers - Noble Systems

References

Available upon request

Timeline

Customer Service & Credit / Collections Management

Cogeco Connexion
06.2009 - 06.2019

Customer Relations, Credit & Accounts Management

Wells Fargo Financial
11.2005 - 02.2009

Accounts Receivables (3rd Party) Agencies

COLLECTCORP
05.2002 - 04.2004

Certification- Contact Centre Management - Contact Centre Management

Seneca College of Applied Arts And Technology

O.S.S.D -

Clarkson Secondary School

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Syed Faraz Hussain