ZAINAB KASHIF
Hamilton,ON
Summary
Solution-oriented, highly analytical, and resourceful Help Desk Specialist with over ten years of client interface experience, including five years of specializing in highly escalated client interactions. Managed to reduce escalation rate by 25% through clear and concise communication.
Overview
15
15
years of professional experience
Work History
311 Customer Experience Representative
City of Toronto
Toronto, ON
04.2024 - Current
- Processed service requests and complaints using city systems, ensuring accurate and timely resolution for constituents.
- Exceeded performance metrics through diligent attention to detail and effective communication skills.
- Collaborated with multiple departments to ensure timely resolution of complex service issues.
- Responded to emergency calls with urgency, ensuring appropriate actions were taken to assist residents in need.
Help Desk Specialist II
Telus Mobility
Toronto, ON
03.2017 - 07.2023
- Implemented a new customer service training program, resulting in a 19% increase in customer satisfaction scores and 14% decrease in call handling time.
- Provided internal support through utilizing help systems; continually researched products, procedures and best methods to ensure higher customer satisfaction.
- Collaborated with the other National Primes for implementation of new ideas, positioning and calculated probing questions to further improve the overall customer experience.
- Enhanced customer satisfaction by promptly resolving technical issues and providing clear solutions.
Client Escalations Management Specialist III
Telus Mobility
Toronto, ON
01.2013 - 03.2017
- Analyzed customer feedback data and identified key areas for improvement, leading to the development and implementation of new customer service policies and procedures that reduced customer complaints by 25%.
- Prevented escalations from being filed to CCTS, shared with social media and legal departments.
- Improved revenue by 8% through up-selling products and services to increase feature penetration to target market.
- Recognized numerous times nationally by the Operations Manager due to the positive customer feedback received.
IT Technical Support Specialist
Rogers Communications
Toronto, ON
05.2011 - 01.2013
- Provided on-call IT support to customers resulting in a 15% increase in productivity.
- Assisted with internet connection and computer hardware issues resulting in a 22% reduction in support tickets.
- Collaborated with cross-functional teams to identify recurring issues and develop long-term solutions to prevent future occurrences.
- Managed escalated support tickets, ensuring timely responses and effective problem-solving strategies.
Education
International Business Administration
Seneca College
Toronto, ON12.2016
Hotel Management
Institute of Tourism And Hotel Management
Toronto, ON10.2010
Skills
- Technical Expertise
- Sales Expertise
- Customer Service De-Escalation Techniques
- Call Center Operations
- Help Desk Support
- Effective Communication
- Data Analytics & Reporting
- CRM System Proficiency
- Adobe Systems Creative Cloud
- MS Office
Timeline
311 Customer Experience Representative
City of Toronto
04.2024 - Current
Help Desk Specialist II
Telus Mobility
03.2017 - 07.2023
Client Escalations Management Specialist III
Telus Mobility
01.2013 - 03.2017
IT Technical Support Specialist
Rogers Communications
05.2011 - 01.2013
International Business Administration
Seneca College
Hotel Management
Institute of Tourism And Hotel Management