Zakariya Hashi
Burnaby
Summary
Dedicated and results-driven professional with over 5 years of experience in customer service, coaching, facilitation, and leadership roles. Proven track record of supporting teams, improving customer satisfaction, and driving operational efficiency in fast-paced environments. Strong communicator and problem-solver with a commitment to delivering high-quality service and fostering collaborative team dynamics.
Developed exceptional communication and problem-solving abilities in fast-paced customer-focused environment. Skilled in addressing diverse customer needs and resolving issues efficiently, with focus on delivering excellent service. Aiming to transition into new field, leveraging transferable skills to contribute effectively in dynamic setting.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
Rogers Communications
06.2019 - Current
- Provided exceptional customer service through various channels, including phone, email, and live chat
- Resolved customer inquiries, complaints, and technical issues, consistently meeting or exceeding service level agreements (SLAs)
- Built and maintained strong customer relationships, resulting in increased satisfaction and loyalty
- Collaborated with cross-functional teams to ensure timely and accurate issue resolution
- Managed high call volume while maintaining a courteous and professional demeanor.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
Coach/Facilitator
Rogers Communications
01.2021 - 12.2024
- Delivered training and development sessions to new and existing employees, focusing on customer service excellence and operational procedures
- Assisted with onboarding and skill development to ensure staff were equipped to meet performance standards
- Fostered an environment of continuous learning and improvement, enhancing overall team performance and engagement
Volunteer
Greater Vancouver Food Bank
09.2023 - 09.2023
- Assisted with food distribution and logistics, ensuring timely delivery to those in need within the community
- Contributed to organizing food drives and fundraising events to support the food bank's mission
- Provided excellent customer service and communicated effectively with recipients, volunteers, and staff
Acting Team Manager
Rogers Communications
04.2023 - 07.2023
- Lead a team of customer service specialists, overseeing day-to-day operations and ensuring high levels of service delivery
- Managed performance metrics, including customer satisfaction, response times, and team productivity
- Provided ongoing coaching and support to team members, fostering a positive and high-performance work culture
- Identified opportunities for process improvements, contributing to operational efficiencies
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Led employee relations through effective communication, coaching, training, and development.
Education
Associates Degree - Science
Douglas College
02-2017
Skills
- Customer Service & Support
- Team Leadership & Coaching
- Performance Management
- Training & Development
- Conflict Resolution
- Problem-Solving
- Time Management
- Communication & Interpersonal Skills
- Microsoft Office Suite (Word, Excel, PowerPoint)
- Effective communication
- Positive attitude
- Facilitation techniques
Certification
- First Aid Level 1 Certificate, St John Ambulance, 2017
- Customer Service Fundamentals, WorldHost Training, 2017
Languages
English
Timeline
Volunteer
Greater Vancouver Food Bank
09.2023 - 09.2023
Acting Team Manager
Rogers Communications
04.2023 - 07.2023
Coach/Facilitator
Rogers Communications
01.2021 - 12.2024
Customer Service Specialist
Rogers Communications
06.2019 - Current
Associates Degree - Science
Douglas College
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