Mobassim Adil
Case Manager @Concentrix
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WORK HISTORY
Case Manager @Concentrix
Toronto, ON, CA
Managing 20+ active customer escalations daily, achieving 95% SLA compliance across strict turnaround deadlines.Demonstrating resiliency and empathy while listening to and communicating with escalated customers, including delivering difficult claims-related decisions.Fostering strong dealer and customer relationships, and cutting repeat escalations by 20%.Supporting 25+ Tier-1 agent consultations per day, improving case resolution efficiency by 18%.Streamlining reporting and case logs, enhancing database accuracy by 15%, and reducing discrepancies.
EDUCATION
Fanshawe College
Operations Management, Operations Management and Supervision
INDIAN SCHOOL OF BUSINESS MANAGEMENT AND ADMINISTRATION
Bachelor's degree, Management studies
Calcutta University, Kolkata
Bachelor's degree, Economics
Centennial College
International Business Management , International Business
ABOUT MOBASSIM ADIL
A Management professional with 3 years of dedicated experience working in the Supervisory role. Skilled in English, Business Communications and Leadership Management.Well-organized individual with excellent time management skills. Able to work independently and as part of a team, manage multiple tasks, and clearly establish priorities. Possesses an entrepreneurial spirit, proactive mindset, and strong communication skills. Detail-oriented, results-driven, and eager to learn and grow within the industry.I have also obtained a certification in International Freight Forwarding from the Canadian International Freight Forwarders Association(CIFFA) and possess knowledge about the Incoterms and packaging processes required for international transportation and trade.
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