Summary
Overview
Work History
Education
Skills
Software
Timeline
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Nadeem Ramiydh

Business Management / Banking
Columbia,MO

Summary

Enthusiastic Senior Customer Service Representative with more than 10 years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.

Overview

16
16
years of professional experience
5
5
years of post-secondary education
2
2
Languages

Work History

Sr. Customer Service Representative

Central Trust Bank
Columbia, Missouri
03.2020 - Current
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Strategically scheduled team members to maintain optimal staffing levels for expected customer loads.
  • Leveraged consistent, successful strategies to meet and exceed performance goals.
  • Trained and directed new employees in call script use, conflict resolution and data entry practices to boost customer satisfaction ratings.
  • Informed customers of product, price and policy changes to educate on issues and resolve concerns.
  • Researched and rapidly resolved client conflicts to maintain key accounts.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Responded to customer calls and emails to answer questions about products and services.
  • Reduced average call time 10% with optimal call control and proper use of internal knowledge bases.
  • Escalated issues to proper supervisors when standard processes were not effective.
  • Greeted customers and listened closely to problems described to determine solutions.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
  • Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
  • Checked status of orders and back-ordered products to coordinate efficient shipments.
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.

Assistant Director

Close To Home Day Care
Columbia, MO
04.2019 - Current
  • Tracked key business metrics and made recommendations for proactive adjustments to policies and procedures.
  • Trained and mentored new employees on industry practices and business operations.
  • Managed data transfers and proactively resolved issues at manufacturing sites through effective troubleshooting.
  • Created and updated records and files to maintain document compliance.
  • Helped management with business operations to align teams, set goals and execute initiatives.
  • Collaborated with management and organize operations and achieve demanding schedule targets.
  • Analyzed impacts of regulatory changes on operations and developed mitigation plans.
  • Oversaw business calendar of events and scheduled key initiatives.

Case Manager

Catholic Charities Of Central And Northern Missouri
Columbia, Missouri
11.2010 - 11.2017
  • Participated in professional growth programs to support special education improvement efforts.
  • Increased referral rates by providing excellent service and building meaningful relationships with patients and caregivers.
  • Identified care needs of individual patients and coordinated responses based on physician advice, insurance limitations and procedural costs.
  • Reduced care costs without sacrificing quality through service coordination and multidisciplinary collaboration.
  • Collaborated with external agencies to meet educational and transitional needs of students.
  • Educated patients and loved ones about different treatment options and outside care approaches to reduce burden on hospital resources.
  • Liaised with teachers to develop Individualized Education Programs to provide quality education for students with disabilities.
  • Developed positive relationships with parents to foster communication and encourage involvement for student growth.
  • Assisted personnel with assessments to identify student academic level and guide instruction.
  • Partnered with physicians, social workers, activity therapists, nutritionists and case managers to develop and implement individualized care plans and documented patient interactions and interventions in electronic charting systems.
  • Managed support services and fostered communication among social workers, therapists, hospital staff and patients.
  • Conducted training for educational staff to properly identify learning disabilities and remediation strategies.
  • Developed and implemented transition services plan to facilitate movement from school to activities.
  • Helped patients receive appropriate, high-quality care with reasonable results.
  • Facilitated special education placement process in partnership with parents to provide free appropriate public education for eligible referrals.
  • Consulted with clinicians to devise and manage ongoing care plans for at-risk patients.
  • Improved staff performance by recreating disciplinary procedures commensurate with level of infraction.

Interpreter

U.S. Army Active Duty
Baghdad, Iraq
02.2007 - 10.2009
  • Provided oral interpretations for clients during special events, successfully maintaining pace with native speakers to deliver real-time comprehension.
  • Facilitated communication between law enforcement personnel and individuals involved in crimes such as witnesses, persons of interest and suspects.
  • Provided cultural input to speakers to help parties who did not speak similar languages communicate with and understand one another.
  • Attended city council meetings to provide accurate consecutive translations of conversations between members.
  • Supported military education by accompanying non-Arabic speaking individuals to classes, study sessions and assemblies to translate instruction, conversation and documents.
  • Provided language translation and customer service skills to clients.
  • Maintained message content, tone and emotion as closely as possible.
  • Completed precise translations of official documents with correct words and phrasing to meet legal standards.
  • Interpreted conversations simultaneously to help both parties conduct business, handle medical needs or manage personal concerns.
  • Stayed current on new expressions and cultural changes impacting language translation.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Adhered to social distancing protocols and wore mask or face shield.
  • Identified issues, analyzed information and provided solutions to problems.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Participated in team-building activities to enhance working relationships.

Education

Bachelor of Science - Accounting And Business Management

Al Mustansiriya University
Baghdad Iraq
09.1999 - 10.2004

Skills

    Service recommendations

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Software

Microsoft system

Office

Timeline

Sr. Customer Service Representative

Central Trust Bank
03.2020 - Current

Assistant Director

Close To Home Day Care
04.2019 - Current

Case Manager

Catholic Charities Of Central And Northern Missouri
11.2010 - 11.2017

Interpreter

U.S. Army Active Duty
02.2007 - 10.2009

Bachelor of Science - Accounting And Business Management

Al Mustansiriya University
09.1999 - 10.2004

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Nadeem RamiydhBusiness Management / Banking