Sameen Shahid

Experience

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  AMC Theatres

  Aug 2006 - Aug 2008

  Operations Coordinator

  • Promoted from front- end guest services staff in 6 months to Supervisor and to manager within the year • Managed theatre activities by assigning daily tasks, allocating resources within budget and scheduling staff in consideration of operational requirements• Completed nightly and weekly audits of sales, cash balancing and product inventory • Organize and execute team events, newsletters, and meetings to introduce and integrate process change/improvements- train and mentor staff • Resolve challenging staff and guest interactions with urgency, tact and diplomacy • Supported staff through employment lifecycle of hiring, training, learning and development Show less

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  Bentley Leathers & Luggage

  Jan 2009 - Dec 2012

  Assistant Manager

  • Promoted from Floor Sales Associate to Assistant manager after a year • Exceeded weekly and monthly individual and team sales targets via cross sales and balanced customer probing and inquires • Reconcile the register, POS transactions and inventory as per company policy and loss prevention guidelines to mitigate fraud

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  Scotiabank

  Feb 2013 - Jan 2016

  Financial Advisor

  • Successfully increased Share of Wallet by building detailed plans for clientele using a holistic approach to help them achieve their goals •Conducted comprehensive reviews for book of business including day to day banking, revolving credit, mortgages, loans, retirement planning, wealth accumulation and estate planning utilizing financial planning skills to create customized financial strategies and solutions • Nurtured strong, long-standing relationships by providing education, relevant insight and expert advice • Developed, retained and grew the branch business by delivering against individual and team sales and service (NPS)goals that support a positive customer experience in a fast paced environment Show less

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  BMO

  Jan 2016 - Feb 2018

  Contact Center Specialist

  • Built, enhanced, and protected relationships with customers through listening, problem solving and recommending products, solutions, and services to meet and exceed individual and team sales goals• Provided exceptional customer service and keen customer-focus on every transaction strong analytical, problem solving, and decision-making skills to provide accurate information and solutions professionally, and efficiently to drive a high NPS score • Prepared and implement trackers to monitor daily progress and future development that were shared with the team• Effective time management and strategic planning completed to meet and exceed targets for cross sale, referral, First Contact Resolution, AHT, ACW and productivity measures Show less

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  Best Buy

  May 2018 - Dec 2018

  Customer Service Team Lead

  • Lead teams in pilot projects for new CSM implementation and system improvements and merged previous CSM data into new system • Managed transition for new CRM model and transition to Salesforce • Identified and monitored trends for areas of growth and continuous improvement • Created reports to monitor process improvement, KPIs and productivity matrix • Completed risk assessment and risk management for sensitive, social media and high priority escalations for Home Delivery • Successfully Managed team schedule, payroll and compensation review for customer escalations and liaised with internal and external stakeholders such as a legal, media, dispatch, Loss Prevention, Adjudicators, Inventory managers, logistics companies, vendors, drivers and retail locations). • Kept abreast of changing policies and procedures and communicated downstream.• Strategically planned and allocated resources to managed numerous systems and resources to conduct in-depth analysis and prioritize project integration • Coached team and individuals • Creatively approached people management with out of the box ideas to increase team engagement and minimize stigma of constructive feedback to improve team performance, increased productivity, and skill-based training and ultimately staff satisfaction ratings• Organized team building activities and recognition system to increase team morale. Show less

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  Splend

  Jan 2019 - Dec 2019

  Account Manager

  • Developed and improved Service Standards by building loyalty and trust amongst clients and having difficult conversations with clients around contract obligations and expectation • Drove Customer Satisfaction Results by developing and implementing KPIs for the team and improved service standard levels for quicker SLAs • Increased customer retention with excellent account management and communication in person and virtually via weekly and monthly interactions and nurtured deep and long lasting relationships• Exceeded utilization targets by reviewing evaluating and bridging knowledge gaps with customers to better inform them on technology changes to help achieve their service goals •Achieved above target evaluations and reviews from team and clients through attention o detail in contract creation, requirements development and bringing in new business partnerships through innovative ideas. •Maintained quality database as team transitioned to new payment solution for CRM. •Lead and engaged customers in community involvement activity and set up team events • Collaborated with the Off-shore call centre in Romania to provide current and quality service to clients and ensure seamless service is prioritized• Navigated difficult conversations with ease, empathy and resilience with clients Show less

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  Cineplex

  Dec 2019 - now

  Guest Experience Manager

  Reporting directly to the VP of Guest Services, scaled remote call centre to over 175 agents across Canada for 7 days a week-365 days a year support structure via phone, email and chat • Lead numerous projects for transformation; spearheaded multiple initiatives for team production and delivery (e.g. Service Now. Zendesk, CSM, CRM, Avaya, Genesys) •Launched national points program across Canada with Scene+ and liaised with cross functional teams, internal and external stakeholders, partners and vendors •Transitioned Cost centre into revenue generating support centre to increase revenues by $1million • Drove cost efficiency by increasing team engagement to reduce attrition, reducing AHT and increased CSAT with planning, timely training and team development, Quality Assurance and Audit for loss • Mitigated risk by identifying and reporting upcoming trends, concerns as Voice of the Customer (office of the President/CEO) and tackling challenging and sensitive disputes with urgency, diplomacy, empathy and tact via complex written and verbal communication • Decided customer and employee support strategy by utilizing data for reporting and interpreting insights to make informed decisions to support the business vision holistically •Implemented operations and process improvements by creating call flows, IVR construction wire frames, business requirements User stories and QA using multiple tools such as Trello, Asana, JIRA, Mural, Power BI, case management systems, dashboards and suite of Microsoft office products Show less