Nahid Islam Email & Phone Number

Toronto, Ontario, Canada

• Provided timely and effective performance evaluations, salary reviews, and coaching sessions to customer service agents, delivering detailed feedback on their strengths and areas for improvement.
• Facilitated regular team huddles to discuss weekly objectives, key performance indicators (KPIs), and critical issues, creating a positive team culture and environment where feedback and creative ideas were welcomed.
• Conducted thorough interviews of customer service agents, assessing their qualifications, skills, and experience in alignment with company policies and industry standards.
• Developed actionable development plans for team members, driving growth, productivity, and retention, resulting in improved performance and higher employee satisfaction.

Toronto, Ontario, Canada

• Led and motivated a team of 18 agents to achieve targets and provide exceptional customer service.
• Addressed client requests and complaints, effectively de-escalating situations and achieving positive outcomes.
• Provided comprehensive training and development to agents, monitoring and improving the quantity and quality of chats/calls.
• Monitored and managed team metrics on Power BI and Salesforce, ensuring consistent performance and identifying areas for improvement.

Toronto, Canada Area

• Assisted clients through chats, emails and phones for inquiries on their investment accounts.
• Detailed knowledge in registered accounts such as TFSA,RRSP and RESP. Advised clients on RESP withdrawals, home buyers plan, life long learning plan and contribution rooms.
• Educated clients on how to Initiate buy and sell orders for stocks and options as well as the varying order types available.
• Provided technical support in Questrade trading platforms.

Toronto, Canada Area

• Proven decision-making skills when coordinating with insurances, bodyshops and dealerships for loaner vehicles in order for our branch to gain more clients.
• Demonstrated excellent communication skills when answering incoming calls, to book rentals, authorize insurance charges and swap vehicles in a polite manner which resulted in a customer service score of 91.
• Established outstanding management skills when directing a team of 6. To coordinate pick up and drop offs for customers. To get cars cleaned and ready.
• Exhibited great persuasion skills when selling insurance, such as damage waiver, personal effects, roadside assistance, pre-paid fuel and car upgrades.

Toronto, Canada Area

• Effectively work in collaboration with clients in a fast pace environment using customer service skills to handle client issues appropriately
• Organized, planned, and facilitated team meetings on updating procedures and system enhancements within the team.
• Ability to be persuasive and sell global migration, adding authorized users, credit limits and balance transfers.
• Developed in systems such as TSYS, Choridant, AS400, Coins and ECIF.

Toronto, Canada Area

• Excellent multi-tasking abilities when receiving products into the system while maintaining paperwork.
• Demonstrated organizational skills by keeping track of inventory using the computerized store inventory system as well as monitor stock counters for shrink in the system
• Specialized in Ship from Store (SFS) system packaging shipped defective/ returned products back to distribution centres.