ZUBAIDA HOSSAIN
Scarborough
Summary
Over fifteen years of experience providing exceptional Customer Service. Listened effectively to customers, resulting in excellent customer relations. Effective conflict resolution and able to diffuse angry customers by using patience and excellent listening skills. Works collaboratively within a fast-paced inter-disciplinary setting and able to work well independently and manage multiple competing deadlines. More than 10 years of experience working with a diverse clientele. Highly motivated, hardworking and a quick learner with keen interest in latest technologies. Strong interpersonal and teamwork skills, able to work with diverse populations Experience working with special needs children in class. Experience utilizing computer software packages such as MS Word, Excel, Outlook, Power Point and Internet search. Fluent in English, Bangla, Hindi, and Urdu.
Overview
20
20
years of professional experience
Work History
Customer Service Consultant
Rogers Communication
03.2024 - Current
- Listen to customers, analyze their needs and provide solutions
- Demonstrate excellent customer service
- Promote company products and services
- Identify customer needs for additional services
- Take accountability to solve issues from beginning to end
- Meet established productivity objectives.
Live Chat Support
Rogers Communication
11.2020 - 11.2021
- Listen to customers, analyze their needs and provide solutions
- Demonstrate excellent customer service
- Promote company products and services
- Identify customer needs for additional services
- Take accountability to solve issues from beginning to end
- Meet established productivity objectives.
Dealer Support and Audit Analyst
Eco Home Financial
11.2016 - 05.2018
- Work as part of a team to support a portfolio of dealers and customers
- Provide regular feedback to internal and external stakeholders on processed and deficient deals
- Support dealers by providing an elevated level of service through direct interaction and administrative support providing solutions and problem resolution to assist them in meeting their objectives.
Customer Service Agent
Ministry of Transportation
03.2024 - 11.2016
- Provided information and assistance related to driver examination services for approximately 200 inquiries a day
- Booked, cancelled, rescheduled or confirmed a road test by reviewing information
- Identified license exchange privileges and test requirements for driver’s license applicants from other provinces of Canada or from other countries
- Collected applicable fees accurately over the phone
- Created a case and redirected customer concerns and complaints to appropriate department
- Provided Security Guard Testing (SGT) examination service support.
Supervisor
Coffee Time Donuts
06.2009 - 09.2016
- Performed all duties, front and back of house functions including opening and closing procedures, coordinating with the Corporate Office as necessary
- Accepted customer payments and calculated and balanced cash drawers
- Established effective and positive communication amongst all team members
- Ensured all cash handling procedures were upheld and accounted for store funds while running a shift
- Provided guidance and actively set an example for team members, ensuring that all Standard Operating Procedures are maintained and followed.
Direct Marketing Associate
Bell Canada
03.2007 - 06.2009
- Provided exceptional customer service to Bell customers by addressing inquiries and resolving customer concerns within first contact
- Analyzed needs by listening to customers efficiently while identifying and introducing need-based products and services such as Home phones, TV, and Internet price plans, and other related products and services
- Educated customers about their monthly invoice by resolving any billing disputes and made payment arrangements, if required
- Handled calls in a timely and professional manner and in accordance with company policies and procedures.
School bus operator
Stock Transportation
11.2006 - 03.2007
- Transported special need students from their designated stop to respective schools
- Managed student behavior
- Provided safe and efficient transportation
- Was responsible for maintaining student behavior on the school bus.
Customer Service Specialist
Salvation Army
03.2004 - 08.2005
- Provided assistance with sorting toy donations and packing toy hampers
- Processed clients as they arrive for hamper distribution
- Record statistical data in a clear, organized and accurate manner
- Experience providing welcoming, respectful and accessible service to a diverse population (age, race, language, gender, sexual orientation, culture and disability)
- Provided direction, demonstrated work methods and assisted volunteers during hamper preparation
- Worked closely with the Community and Family Services Supervisor regarding the Christmas program.
Education
Diploma in Business Administration -
Academy of Learning College
07.2020
Diploma in Paralegal -
Academy of Learning College
11.2019
Diploma in Immigration Consultant -
Academy of Learning College
12.2018
Diploma in Medical Office Administration -
Loyalist College
12.2015
Bachelor of Arts in International Studies -
Wright State University, Dayton, Ohio, USA
08.1993
Skills
- Identify service improvements where possible to increase customer satisfaction and overall service
- Promptly responded to any inquiries, claims from the clients
- Developed empathetic client relationships and earned reputation for delivering exceptional customer service
- Effectively handled clients in a patient and professional manner
Timeline
Customer Service Agent
Ministry of Transportation
03.2024 - 11.2016
Customer Service Consultant
Rogers Communication
03.2024 - Current
Live Chat Support
Rogers Communication
11.2020 - 11.2021
Dealer Support and Audit Analyst
Eco Home Financial
11.2016 - 05.2018
Supervisor
Coffee Time Donuts
06.2009 - 09.2016
Direct Marketing Associate
Bell Canada
03.2007 - 06.2009
School bus operator
Stock Transportation
11.2006 - 03.2007
Customer Service Specialist
Salvation Army
03.2004 - 08.2005
Diploma in Business Administration -
Academy of Learning College
Diploma in Paralegal -
Academy of Learning College
Diploma in Immigration Consultant -
Academy of Learning College
Diploma in Medical Office Administration -
Loyalist College
Bachelor of Arts in International Studies -
Wright State University, Dayton, Ohio, USA
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