Ziaud Baksh
Toronto,ON
Summary
Dynamic Customer Service Specialist with proven success at Rogers, enhancing customer satisfaction through effective problem resolution and strong communication skills. Expert in complaint handling, I foster long-term relationships, increasing customer retention rates by delivering tailored solutions and demonstrating empathy in every interaction.
Overview
13
13
years of professional experience
Work History
Customer Service Specialist - Inbound Loyalty
Rogers
08.2012 - Current
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained new personnel regarding company operations, policies and services.
- Maintained up-to-date knowledge of product and service changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- 2025 Mid year result of 113.32% CSAT and 104.97% Specialist Resolution R7%
Education
High School Diploma -
Albert Campbell C.I.
Toronto, ON06-1997
Skills
- Detailed knowledge of Rogers / FIDO brand suite of products, policies, procedures, and systems
- Excellent and clear, (native) English communication skills both written and verbal
- Ability to work well in high pressure situations and negotiate effectively
- Self-motivated, work independently, take ownership of my decisions, and thrive with minimal supervision
- Team player with strong interpersonal skills and professional manner
- Ability to perform effectively and take initiative in a busy, fast changing environment with excellent organizational, analytical, and problem-solving skills
- Prior experience in a customer escalation in CET, SST (MSC), and the hybrid OOP project
- Meeting all current metrics
Languages
English
Native or Bilingual
Timeline
Customer Service Specialist - Inbound Loyalty
Rogers
08.2012 - Current
High School Diploma -
Albert Campbell C.I.