Zoreena Mohamed
North York
Summary
Dynamic customer service professional with extensive experience at Airmiles/Bank of Montreal, excelling in problem resolution and team collaboration. Proven track record of enhancing customer satisfaction through effective complaint handling and CRM expertise. Recognized for training new associates and optimizing workflows, resulting in improved service delivery and client retention.
Overview
14
14
years of professional experience
Work History
Customer Service Associate
Airmiles/Bank of Montreal
01.2015 - 03.2026
- Assisted customers in navigating loyalty program features and benefits.
- Resolved customer inquiries through phone, email, and chat platforms.
- Collaborated with team members to enhance service delivery processes.
- Documented customer interactions accurately in CRM system for future reference.
- Provided feedback on common customer issues to improve training materials.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
- Processed orders accurately and efficiently, ensuring timely delivery of products or services to customers.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
- Trained new associates in customer service protocols, elevating overall team's performance.
- Maintained detailed record of customer interactions, ensuring accountability and follow-up.
- Improved customer experience by maintaining high level of product knowledge and sharing it effectively.
- Resolved customer complaints, leading to noticeable improvement in customer satisfaction scores.
- Conducted customer feedback surveys to gather insights and identify areas for improvement.
- Increased team productivity with effective communication and coordination of tasks.
- Managed multiple customer queries simultaneously, ensuring timely and accurate responses.
- Identified upselling and cross-selling opportunities, contributing to increased sales.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Customer Service Representative
AIMIA/TD Travels
10.2011 - 10.2014
- Resolved customer inquiries, ensuring accurate information delivery and timely follow-up.
- Managed high-volume calls, maintaining professionalism and efficiency in service delivery.
- Coordinated with cross-functional teams to streamline service processes and enhance customer satisfaction.
- Trained new staff on customer service protocols, fostering a culture of excellence and teamwork.
- Implemented feedback mechanisms to identify areas for service improvement, leading to enhanced client retention strategies.
- Led initiatives to optimize workflow, resulting in significant reductions in response times for customer queries.
- Responded to customer requests for products, services, and company information.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
Diploma in Travel And Tourism -
Institute of Travel And Tourism
Toronto, ONSkills
- Customer service
- Customer support
- Problem resolution
- Team collaboration
- Complaint handling
- Customer relationship management (CRM)
- Multi-line phone systems
- CRM software
- Appointment scheduling
- Inbound and outbound calling
- MS office proficiency
- Computer skills
- Data entry
Languages
English
Full Professional
Timeline
Customer Service Associate
Airmiles/Bank of Montreal
01.2015 - 03.2026
Customer Service Representative
AIMIA/TD Travels
10.2011 - 10.2014
Diploma in Travel And Tourism -
Institute of Travel And Tourism