Sepideh Nikkhou
Summary
Experienced Customer Service Specialist bringing 7 years of quality performance in customer support roles. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results. Skilled in mentoring team members to deliver exceptional service.
Overview
8
8
years of professional experience
Work History
Customer Service Supervisor
Amwaj
10.2022 - Current
- Supervised a team of customer service agents, ensuring high-quality service delivery and adherence to company policies.
- Developed training programs for new hires, improving team performance and customer satisfaction.
- Actively supported service associates by quickly responding to questions via phone and email and finding solutions to customer issues.
Call Center Representative
Al Futtaim Group
02.2022 - 09.2022
- Managed 100-150 incoming calls and emails per day from customers.
- Documented interactions in the CRM system, ensuring accurate records and follow-ups on unresolved issues.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Care Executive
Toronto Dominion Bank
11.2019 - 01.2022
- Provided exceptional customer service to clients by addressing inquiries related to accounts, loans and banking products.
- Educated clients on bank services and products, leading to increased customer engagement and satisfaction.
- Took ownership of customers issues to follow problems through to resolution.
Customer Support Specialist
Canadian Tire
01.2017 - 10.2019
- Delivered high-quality support to customers via phone, email and chat, resolving enquiries and technical issues promptly.
- Documented customer interactions in the CRM system.
- Collaborated with the technical team to escalate and resolve complex issues.
Education
Bachelor of Science - Psychology
McGill University
Montreal, Quebec06-2023
High School Diploma -
Bayview Secondary School
Richmond Hill, Canada06-2019
Skills
- Quality assurance
- Time management
- Complaint resolution
- Brand representation
- Training and mentoring
- Microsoft office expertise
- Adaptability and flexibility
- Key performance indicators
- Multitasking and organization
- Employee schedule management
- Verbal and written communication
Languages
Arabic
Advanced (C1)
English
Bilingual or Proficient (C2)
Persian
Bilingual or Proficient (C2)
Timeline
Customer Service Supervisor
Amwaj
10.2022 - Current
Call Center Representative
Al Futtaim Group
02.2022 - 09.2022
Customer Care Executive
Toronto Dominion Bank
11.2019 - 01.2022
Customer Support Specialist
Canadian Tire
01.2017 - 10.2019
Bachelor of Science - Psychology
McGill University
High School Diploma -
Bayview Secondary School
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