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.