Amal Tahir
Altadena,CA
Summary
Leverages background in Customer Service and utilize tools for data analysis to provide customer satisfaction along with maximizing corporate profitability.
Overview
12
12
years of professional experience
Work History
Contact Center Assist Specialist
CIT Bank A division of First Citizens Bank Corp.
Pasadena, CA
04.2019 - Current
- Served as a primary resource for staff inquiries, providing accurate information and actionable guidance to resolve issues efficiently.
- Expertly managed customer service escalations, demonstrating strong problem-solving and communication skills.
- Reviewed agent calls to ensure 95% accuracy in customer information, leading to a reduction in follow-up inquiries.
- Ensured adherence to policies for attendance, established procedures etc.
- Maintained transparent communication channels with management, fostering trust and a collaborative environment.
- Ensured adherence to cit.com policies and standards, minimizing risks and upholding operational integrity.
Customer Service Representative
Nissan Motor Acceptance Corporation
Irving, TX
11.2017 - 08.2018
- Inbound Customer Service: Professionally answered 60+ calls daily for Nissan Motor Finance and Infiniti Motor Finance customers.
- Responded to customer inquiries and independently resolved issues.
- Displayed etiquette, knowledge, and solutions when servicing customers.
- Daily Accomplishments: Responded and serviced customer inquiries by providing helpful and convenient service for customers for all aspects of automotive finance for Retail Contracts and Lease products.
- Exceeded Company Goals: Reached daily, weekly, and monthly goals in record numbers in both quantity and quality aspects.
Quality Assurance Case Manager
American Honda Motors
Torrance, CA
10.2014 - 03.2017
- Client Documentation & Executive Reporting: Maintain client accounts with accuracy, documenting pertinent information for executive reporting, decision making and program enhancement.
- Supportive Client Research: Manage client expectations with follow-through, researching options to support corporate approvals. Act as a liaison between clients and District Parts & Service Managers, advocating for client satisfaction and retention.
- Expanded clientele and increased profit through cross-selling products and solutions.
- Decreasing Product Returns: Decreased returns by providing customers with essential product information.
- Staff Supervising: Supervise staff to ensure business practices were implemented professionally and safely.
Quality Assurance Representative
Living Spaces Corporate Office
La Mirada, CA
06.2013 - 10.2014
- Order Processing: Process and receive sales orders from customers via phone and email. Professionally answering Customer calls and concerns for 12 locations within California and Arizona.
- Resolving Delivery Issues: Assisting customers with delivery issues including tracking deliveries, verify delivery time/dates and resolving complaints.
- Warranty Processing: Evaluate and process warranty claims directly with customers. Navigate and document information through the corporate database.
- Account Crediting: Research customer complaints and follow up with customers in a timely manner with account issues. Process refunds and credit the accounts when necessary.
- Measurement Instructions: Assist customers with measurements over the phone. Detailing instructions dimension measurements and laying out common issues with furniture that could be quickly resolved over the phone.
Education
BS - Business Administration, Human Resources
University of Phoenix
07.2025
High School Diploma - undefined
Westwood High School
Whittier, CA01.2005
Skills
- Problem Solving & Reporting
- Cross-Functional Team Leadership
- Organization & Time Management
- Proficient in Microsoft Office
- Excellent at Multitasking
- Highly motivated and productive
- Expert problem solving
Websites
Timeline
Contact Center Assist Specialist
CIT Bank A division of First Citizens Bank Corp.
04.2019 - Current
Customer Service Representative
Nissan Motor Acceptance Corporation
11.2017 - 08.2018
Quality Assurance Case Manager
American Honda Motors
10.2014 - 03.2017
Quality Assurance Representative
Living Spaces Corporate Office
06.2013 - 10.2014
BS - Business Administration, Human Resources
University of Phoenix
High School Diploma - undefined
Westwood High School