Zainab Suleiman Email & Phone Number

Oshawa, On, Ca

Vaughan, On, Ca

Canada

• Reduced the waiting period of inbound calls from minutes to seconds by promptly directing calls to team members, impacting the call flow positively.• Reduced consumer data discrepancies by presenting the team with approaches and procedures that enabled more effective and efficient processing of all incoming calls.• Shortened the time required to resolve internal issues by coordinating across call center departments to uphold service level agreements (SLAs) through effective communication strategies. • Improved the team's customer service performance by working with the senior management to provide resources necessary to fulfill their objectives pertaining to data gathered from customer comments and complaint reports.• Conducted a prescriptive customer data analysis and presented management with actionable information, using spreadsheets, on the expanding impact of duties on the company, customer experience, and services.• Analyzed monthly trends and results to determine the need for service improvement by performing monthly assessments on team members that exceeded customer expectations.

Ontario, Canada

• Consulted with clients by delivering concise information and recommendations on the Group's complete range of services, which provided better outcomes after implementation.• Evaluated various online tools for site search, mobile site, and selection outcomes and developed recommendations that increased online optimization.• Managed many complicated accounts that significantly alleviated customer fears and boosted customer loyalty.• Decreased the number of customers repeatedly seeking the same information by 16% by providing accurate and appropriate information to inquiries on the first call and following up with questions to ascertain customer satisfaction.• Weakened the risk of account compromise by maintaining the integrity of the customer database and assessing customer profiles throughout interactions.• Implemented a reduction strategy that reduced waste by 50% within the department in less than a year.

Toronto, Ontario, Canada

• Improved customer satisfaction and corporate performance by offering customer service to 60+ internal and external customers weekly across 40+ screened phone and mail systems.• Increased the average customer satisfaction rating to 90% by responding to all forms of customer requests and deducing the optimum response to unusual requests.• Exceeded the company’s average sales target by 10% by deploying the Google Analytics software to track visitor flow and interaction throughout the company website and identify pain points for efficient marketing calls.• Accelerated the number of monthly issues the unit addresses by 60% by training 5 employees on using Kayako (customer service software), boosting team collaboration and workflow.• Cross-sold firm goods by providing simple information on the bank's full retail services and helping consumers set up seamlessly.

Nigeria

• Improved customer satisfaction and company success by providing excellent service to over 20 internal and external customers every week.• Increased company ratings by reducing customer response time across 2 contact channels by 24%.• Enhanced customer relations by quickly addressing complaints and escalating to management with a real-time picture of handled and unsolved issues.• Promptly deciphered the nature of customer calls, using exceptional listening skills that reduced the timeline in addressing their inquiries.• Trained new customer service associates after employment and during seasonal upticks. • Recognized client requirements, processed, verified, and successfully managed customer requests, as well as handled customer returns in accordance with the return policy.• Utilized professional connections with current and prospective clients in order to increase sales, find opportunities and manage crises.