Zainab Khan
82 Ferris Square, Courtice,Ontario
Summary
Customer-focused professional with extensive experience in customer service roles. Demonstrated ability to enhance customer satisfaction and loyalty through exceptional support and effective communication. Proven skills in problem-solving and multitasking, leading to improved operational processes and customer experiences. Results-driven with a strong commitment to building relationships and contributing to organizational success.
Overview
21
21
years of professional experience
Work History
Administrative Assistant
Abbas Farooq
Toronto, Ontario
03.2020 - 02.2025
- Maintained organized and up-to-date real estate files and deals.
- Prepared and electronically sent real estate agreements efficiently.
- Acquired property information and public records, generating necessary reports.
- Organized and maintained customer database for streamlined access.
- Greeted clients, answered phone calls, and conducted follow-up communications.
- Ensured efficient operation of office equipment such as printers, copiers and fax machines.
- Scheduled appointments between clients and customers and internal staff members.
- Managed office supplies inventory and placed orders when necessary.
Customer Service Representative
Amex Canada Inc.
Toronto, Ontario
11.2004 - 05.2015
- Delivered exceptional customer service by promptly addressing inquiries and concerns.
- Analyzed account information to recommend tailored solutions for customers.
- Resolved issues for irritated card members while maintaining professionalism.
- Educated customers on online navigation and transactions to enhance user experience.
- Communicated effectively with internal departments via email using MS Outlook and Lotus Notes.
- Increased customer loyalty through value-added interactions and exceptional feedback acquisition.
- Explained benefits and new products to card members, driving upsell opportunities.
- Assisted in verifying fraudulent activities and establishing fraud cases.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Conducted regular follow-up calls with customers after resolving their issues.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Collection Representative
Total Credit Recovery (TCR)
Toronto, Ontario
12.2003 - 10.2004
- Gained experience in inbound and outbound call center environments.
- Educated customers on credit card details, including credit history and interest rates.
- Collected overdue payments from customers and updated credit records accordingly.
- Communicated benefits such as insurance plans and low interest rates to qualified customers.
- Handled customer inquiries with patience, ensuring satisfaction and effective resolution.
- Developed a recovery strategy based on customer's financial situation.
- Investigated customer complaints and disputes related to billing errors or discrepancies.
- Performed skip tracing activities in order to locate customers who had moved without providing a forwarding address.
- Assisted customers in understanding the terms of repayment plans and helped them stay current on their accounts.
Education
Diploma - Computer Programming and Analysis
Seneca College
12.2003
A+ Certification - Computer Information Systems
Netcom Training Institute
06.2000
MCSE (Microsoft Certified System Engineer) -
Netcom Training Institute
03.2000
Skills
- Inbound and outbound calling
- Professional demeanor
- Administrative support
- Call center expertise
- Service upselling
- Empathy and patience
- Problem solving
- Attention to detail
- Customer retention strategies
- Decision making
References
Available upon request
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Administrative Assistant
Abbas Farooq
03.2020 - 02.2025
Customer Service Representative
Amex Canada Inc.
11.2004 - 05.2015
Collection Representative
Total Credit Recovery (TCR)
12.2003 - 10.2004
Diploma - Computer Programming and Analysis
Seneca College
A+ Certification - Computer Information Systems
Netcom Training Institute
MCSE (Microsoft Certified System Engineer) -
Netcom Training Institute
Similar Profiles
BHUMIKA RAHUL ZATAKIABHUMIKA RAHUL ZATAKIA
Secretary Cum Office Manager at Al Abbas Interior Environment LLC. - Division of Al Abbas GroupSecretary Cum Office Manager at Al Abbas Interior Environment LLC. - Division of Al Abbas Group
MUHAMMAD HAMZA SHAHZADMUHAMMAD HAMZA SHAHZAD
Clinical Clerkship Student at Farooq hospital Lahore/ Akhtar Saeed trust hospital LahoreClinical Clerkship Student at Farooq hospital Lahore/ Akhtar Saeed trust hospital Lahore
Dr. Tooba IrfanDr. Tooba Irfan
House Officer at Farooq Hospital, Westwood BranchHouse Officer at Farooq Hospital, Westwood Branch
Tyler OortwynTyler Oortwyn
Financial Advisor at Pathwise Credit UnionFinancial Advisor at Pathwise Credit Union
Rachel ArmstrongRachel Armstrong
Senior Regional Service Coordinator (Facility Management) at Ainsworth Inc.Senior Regional Service Coordinator (Facility Management) at Ainsworth Inc.