Muhammad Abedeen
Montréal,Canada
Summary
A motivated team leader with experience in customer service, quality assurance, and sales. High customer satisfaction has been achieved through effective coaching, performance management, and process improvement. The focus is on driving team success and exceeding goals by fostering positive work environments and strengthening interpersonal communication.
Overview
10
10
years of professional experience
Work History
Senior Team Leader Resolution
IKEA Canada
06.2025 - Current
- Lead a team of resolution co-workers to deliver quick, fair, and empathetic solutions that protect IKEA's brand and customer loyalty.
- Coached and motivated team members through feedback, side-by-sides, and development plans to improve quality and efficiency.
- Conducted training sessions that enhanced team skills and overall performance.
- Promote an open, supportive environment that encourages problem-solving, learning, and ownership.
- Recognized individual and team achievements to foster engagement and accountability.
Quality Department
IKEA
01.2025 - 06.2025
- Monitored and evaluated customer interactions to ensure adherence to company standards, enhancing service quality and customer satisfaction.
- Facilitated calibration sessions with analysts and team leads to ensure fair, standardized scoring and shared understanding of quality standards.
- Facilitated calibration sessions with analysts and team leads, promoting consistent scoring and alignment on quality standards.
- Supported implementation of continuous improvement initiatives and training updates, driving enhancements based on quality insights.
Team Leader Remote Sales
IKEA Canada
Montreal, Canada
01.2019 - 12.2024
- Leveraged CRM tools to monitor performance and refine sales strategies.
- Evaluated market trends to uncover new growth opportunities.
- Analyzed market trends to identify new opportunities for growth.
- Utilized CRM tools to track performance and optimize sales strategies.
Outbound Financial Representative
CIBC
04.2018 - 09.2019
- Assessed customer needs to align them with optimal credit card solutions, driving customer satisfaction and sales potential.
- Executed high-volume outbound calls to promote CIBC credit card products, enhancing customer engagement and conversion opportunities.
- Partnered with team members and managers to enhance sales strategies, resulting in improved call effectiveness and team alignment.
Inbound Resolution Agent
IKEA
Montréal, Canada
06.2016 - 04.2019
- Achieved team goals and KPIs in quality, service time, and first-contact resolution.
- Leveraged comprehensive knowledge of IKEA products, services, and systems to enhance customer support.
- Delivered exceptional post-purchase and in-store support, ensuring every customer interaction reflected IKEA's values of simplicity, care, and togetherness.
Education
High School Diploma -
James Lyng Adult ED
Montreal, QCSkills
- Customer Experience Management
- Quality assurance
- Conflict Resolution and Problem Solving Analysis
- CSAT Improvement
- Process Improvement
- Process Optimization
- Customer relationship management
- Customer Service Strategy
- Training & Development
- Leadership & Team Coaching
- Quality assurance
- Customer Service Strategy
- Problem solving
- Coaching and mentoring
- Project management
Accomplishments
- Consistently maintained high customer satisfaction ratings. 90% and above.
- Created highly effective new program that significantly impacted efficiency and improved operations.
- Managed several initiatives within the Kitchen After Sales department.
- Spearheaded the implementation of LEAN methodologies throughout the department
- Leader of year 2024
Languages
- English
- French
- Urdu
Timeline
Senior Team Leader Resolution
IKEA Canada
06.2025 - Current
Quality Department
IKEA
01.2025 - 06.2025
Team Leader Remote Sales
IKEA Canada
01.2019 - 12.2024
Outbound Financial Representative
CIBC
04.2018 - 09.2019
Inbound Resolution Agent
IKEA
06.2016 - 04.2019
High School Diploma -
James Lyng Adult ED