Summary
Overview
Work History
Education
Skills
Timeline
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Zubeida Ali

Toronto,Canada

Summary

Client Experience Specialist with strong background in client relationship management. Expertise in improving customer satisfaction through strategic communication and effective problem-solving. Successful in implementing initiatives that enhance client experiences. Currently advancing knowledge in advertising and marketing to further professional development.

Overview

9
9
years of professional experience

Work History

CLIENT SUPPORT AGENT

IRCC
Toronto, Canada
09.2022 - Current
  • Delivered accurate support for immigration, citizenship, and refugee applications in compliance with IRCC policies.
  • Responded to high volumes of inquiries via phone, email, and in-person interactions with cultural sensitivity.
  • Utilized IRCC case management systems to track client information and escalate complex issues efficiently.
  • Explained complex policies to clients clearly, facilitating understanding of procedures.
  • Addressed client concerns promptly, adhering to IRCC’s service and confidentiality standards.
  • Collaborated with cross-functional teams to resolve service-related issues effectively.
  • Identified common client inquiries and recommended process improvements for enhanced efficiency.
  • Maintained up to date knowledge of immigration rules and program updates through ongoing training.

SALES ASSOCIATE

WINNERS
Toronto, Canada
07.2019 - 12.2021
  • Assisted an average of 50 customers daily in selecting items and providing tailored recommendations.
  • Resolved customer complaints by employing effective problem-solving skills.
  • Maintained service speed targets through accurate order processing and efficient workflow.
  • Handled transactions, refunds, and exchanges in accordance with established guidelines.
  • Ensured cleanliness of work area while restocking merchandise to meet standards.
  • Advised customers on product selections based on individual needs and preferences.
  • Answered phone inquiries professionally, addressing customer concerns promptly.
  • Recognized as Employee of the Month for exemplary team performance and successful training initiatives.

SUPERVISOR

TIM HORTONS
Toronto, Canada
04.2017 - 05.2019
  • Supervised and evaluated employees to enhance growth, morale, efficiency, and teamwork.
  • Managed staff of 15, communicated job expectations, and provided ongoing support.
  • Coordinated with General Managers on operational plans to address inefficiencies and implement necessary changes.
  • Served as keyholder during opening and closing shifts to uphold company standards.
  • Oversaw cash office operations by balancing safe and managing daily deposits.
  • Maintained weekly inventory control systems to reduce expenses and minimize spoilage.
  • Created and submitted cash handling reports and balance sheets for financial oversight.
  • Assisted in interviewing, hiring, and training processes to develop qualified employees.

TEAM MEMBER

TIM HORTONS
Toronto, Canada
10.2016 - 04.2017
  • Cultivated long-lasting customer relationships through friendly, efficient service.
  • Greeted customers and assisted with purchases to enhance shopping experience.
  • Organized store displays to improve product visibility and increase sales.
  • Processed sales, returns, refunds, and gift card activations using POS system.
  • Achieved speed of service targets by efficiently fulfilling orders with urgency.
  • Ensured order accuracy by following established procedures for each guest.
  • Educated customers on promotions to drive additional sales.

Education

Humber College
Toronto, ON
06-2027

High School Diploma -

City School
Toronto, ON

Skills

  • Complaint resolution and customer service excellence
  • Client communication
  • Data analysis
  • Time management
  • Problem-solving
  • Dependability
  • Adaptability
  • Computer proficiency
  • Team collaboration
  • Decision-making
  • Verbal and written communication
  • Microsoft Office suite

Timeline

CLIENT SUPPORT AGENT

IRCC
09.2022 - Current

SALES ASSOCIATE

WINNERS
07.2019 - 12.2021

SUPERVISOR

TIM HORTONS
04.2017 - 05.2019

TEAM MEMBER

TIM HORTONS
10.2016 - 04.2017

Humber College

High School Diploma -

City School

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Zubeida Ali