Zehra Ashreen Husein
Onboarding Specialist & Customer Success
Brampton,ON
Summary
A highly motivated, customer centric & results-oriented customer success professional dedicated to customer satisfaction by being their voice & advocate. Multi-tasker with strong organizational and prioritization abilities, handles tasks with accuracy & efficiency. Identify goals, demonstrate, and deliver value while ensuring minimal churn and high retention rate. A proactive listener who helps identify the pain points and works on shaping an executing a custom success plan to ensure positive results.
Overview
9
9
years of professional experience
4
4
year of post-secondary education
2
2
Languages
Work History
Onboarding Specialist
Paystone
, Ontario
01.2022 - Current
- Ensure an excellent client onboarding experience
- Own and manage an account - from pass off from sales until actively transacting
- Collaborate with Sales support, internal & external sales agents
- Extremely high attention to detail - while reviewing and submitting merchant applications to various acquirers' sales portal and on SalesForce
- Maintain & update multiple Excel sheets, onboarding guide/playbook, write & update SOPs when procedure changes are implemented
- Coordinate & liaise with underwriters and RMs to overcome roadblocks & deliver exceptional customer support
Payment Services Officer (Contract)
ESDC
Toronto, Ontario
11.2020 - 11.2021
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Resolved problems, improved operations and provided exceptional service.
- Examined, verified & assessed the authenticity of documentation
- Managed the life cycle of Employment Insurance benefits including re-directing, cancelling, and suspending payments
- Validated information submitted by clients and/or their representatives and employers
- Followed & implemented the established procedures and guidelines set by the Government of Canada for EI benefits
- Identified potentially fraudulent information/activity and referred to appropriate unit for investigation
- Ability to work in a constantly changing environment that requires innovation in order to consistently provide efficient services to citizens.
Customer Service Specialist
Johnson insurance
Richmond Hill, Ontario
03.2020 - 11.2020
- Provided accurate, professional, quality Customer Service to client’s groups
- Used consultative techniques to understand customer needs and make strategic referrals
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Actively contributed to a high performing and engaged Group Benefits team in a respectful team environment
- Resolved concerns with products or services to help with retention and drive sales.
- Handled written and verbal client inquiries regarding insurance coverage and policies; communicating benefits and providing information on eligibility and coverage options
- Liaised with Clients, Providers and Insurance Carriers ensuring inquiries/complaints are handled accordingly
- Obtained RIBO license in August 2020
- Processed policy renewals and backend administrative transactions
Customer Success Specialist/Account Management
The Destination Travel Group Inc
Toronto
07.2018 - 01.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs, fostering long term relationships and resolving concerns.
- Worked collaboratively with business development and sales towards customer onboarding, product launch, retention & driving results.
- Constantly worked towards client satisfaction and reduction of churn. Identified client's pain points and worked towards results driven solutions.
- Displayed consistent, positive attitude towards customers, agents, brokers and other personnel, even during high-stress situations
- Maintained & handled multiple inboxes (inquiry, administrative work, new policy requests)
- Created and managed multiple excel sheets – recorded brokers and company’s direct & B2C sales
- Mentored, trained and coached new hires
- Contributed to reviewing policy wordings and website translation from English to French, testing French website in developer mode
- Obtained Accident & Sickness license in September 2018.
Sales & Service Specialist
Belairdirect
Toronto, Ontario
02.2017 - 07.2018
- Acted as a front-line underwriter and risk selector for new business
- Actively listened while identifying customers insurance needs
- Educated and advised customers on property and auto insurance, explained coverages, offered thorough policy reviews
- Processed policy changes, added and deleted riders, providing a world class customer experience
- Flagged fraudulent and unacceptable business
- Strictly adhere to underwriting guidelines through coaching and continuous education
- Meticulously reviewed MVR, Autoplus and other required documentation for property & auto policies
- Obtained OTL License in April 2017
Brand Ambassador/Customer Service
Kanetix Ltd
Toronto, Ontario
04.2016 - 02.2017
- Increased SaaS brand awareness through event marketing, demonstrations, sales and brand promotion.
- Pioneered an outbound sales project for insurancehotline.com
- Titled SME, wrote SOPs and provided training before launching the program
- Provided efficient customer services, through phone calls, email and webchat platform
- Processed customer quotes through Kanetix transaction database transferring client information to the chosen insurance supplier in a fast-paced environment, in accordance with company policies
- Responsible for handling and storing customer data into the CRM system
- Responded to customers and third party’s inquiries, providing quick and effective solutions
- Worked collaboratively with the insurance carriers providing leads for potential binds
- Complied with company’s standards and regulations to meet strict goals
Education
Certified Customer Success Manager May 2022 -
Success Coaching Online Institute
Diploma - Early Childhood Education
Bombay Teacher's Training College
Mumbai 05.2009 - 05.2010
Bachelor of Arts - Psychology & Sociology
University of Mumbai
Mumbai 05.2001 -
Skills
Customer Success, Customer Service, Customer Experience, Customer Advocacy, Voice of the customer, Relationship building & management
Timeline
Onboarding Specialist
Paystone
01.2022 - Current
Payment Services Officer (Contract)
ESDC
11.2020 - 11.2021
Customer Service Specialist
Johnson insurance
03.2020 - 11.2020
Customer Success Specialist/Account Management
The Destination Travel Group Inc
07.2018 - 01.2020
Sales & Service Specialist
Belairdirect
02.2017 - 07.2018
Brand Ambassador/Customer Service
Kanetix Ltd
04.2016 - 02.2017
Diploma - Early Childhood Education
Bombay Teacher's Training College
05.2009 - 05.2010
Bachelor of Arts - Psychology & Sociology
University of Mumbai
05.2001 -
Certified Customer Success Manager May 2022 -
Success Coaching Online Institute
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