AMANI OSMAN

• Conducted qualitative research and policy analysis on racial justice, equity, and union advocacy initiatives.
• Participated in organizing educational events, and contributed to planning anti-racism programming for union members.
• Interviewed regional union leaders, and compiled ethnographic field notes to support internal equity reporting.
• Collaborated with cross-functional teams to support bargaining preparation and member outreach.
• Drafted summaries and communication materials aligned with PSAC’s social justice and labor rights mandate.

• Increased client base by identifying potential customers and initiating strategic outreach.

• Consistently met or exceeded sales targets, contributing significantly to the overall success of the team.

• Maintained extensive knowledge of company products and services to provide top-notch expertise to customers.

• Expanded business through effective network development, identifying new, and prospective clients.

• Brought in new accounts through successful networking strategies and promotional approaches.

• Reviewed invoices, payment requests, advance requests, expense reimbursements, and proper coding, prior to approval

• Managed 80+ inbound and outbound customer calls per day, offering support and resolving inquiries related to services and billing
• Promoted new services and special offers, meeting daily upsell targets
• Maintained detailed logs in CRM systems, ensuring all customer interactions were properly documented
• Delivered exceptional customer care while troubleshooting issues and escalating concerns when necessary
• Developed rapport with diverse clients using clear communication, empathy, and professionalism

• Monitored store activity to prevent theft, and ensure customer safety.
• Documented evidence of attempted theft and recovered merchandise for use in loss prevention report generation.
• Responded calmly and effectively to emergency conditions, including safety hazards, and threats to life or property.
• Monitored and supervised customers' activities in the store to detect signs of attempted theft.
• Exceeded customer satisfaction by finding creative solutions to problems.
• Supported theft prosecution by working alongside Toronto Police and offering an honest, comprehensive account of events.

• Monitored the premises and recorded all activity in a daily officer report for submission
• Monitored multiple CCTV feeds to keep a close eye on important areas of the buildings and grounds
• Wrote reports outlining incidents such as theft, unauthorized access violations, or other unusual occurrences to help support later criminal or civil actions.
• Delivered medical aid to individuals in distress.
• Responded to and thoroughly investigated all reported incidents to protect the company's assets.
• Monitored and authorized entrance and departure of employees, visitors and other persons.
• Trained over 10 employees on accurate triaging and dispatching procedures.

• De-escalated challenging calls while maintaining a calm and friendly demeanor
• Assisted customers with billing concerns and account troubleshooting
• Conducted outbound calls to follow up on service quality and customer satisfaction
• Documented all interactions using CRM tools for efficient problem-solving and reporting

• Maintained client databases and filing systems, including hard copy and electronic files.
• Photocopied correspondence, documents, and other printed materials.
• Monitored daily, weekly schedules, and monthly calendar obligations for 2 lawyers and 4 law clerks.
• Received incoming packages and mail, dispersed parcels and correspondence, and shipped outgoing items daily.
• Greeted clients, answered general questions, and directed them to appropriate locations.
• Sorted incoming mail and directed it to the correct personnel each day.
• Oversaw office inventory by restocking supplies, and submitting purchase orders.
• Scheduled and confirmed appointments.
• Directed clients to appropriate personnel to address concerns, resolve complaints, or answer account-related questions.
• Prepared, compiled, and filed documents, as well as reports presented to various parties

• Scheduled and confirmed appointments and meetings for management team.
• Served visitors by greeting, welcoming and directing to appropriate personnel.
• Organized travel arrangements for staff members including flights, hotels, car rentals.
• Greeted visitors and provided them with assistance.
• Utilized office equipment such as printers, copiers, and fax machines, ensuring they were in good working order.
• Sorted incoming mail and directed to correct personnel each day.
• Answered, screened, and forwarded incoming phone calls while managing multi-line telephone systems.
• Verified visitors' identification cards before allowing access to the building.

• Operated a cash register, collected payments, and provided accurate change.
• Helped customers find specific products, answered questions, and offered product advice.
• Wiped down counters and conveyor belts to remove debris and maintain cleanliness.
• Wrapped items and bagged purchases properly to prevent merchandise breakage.
• Welcomed customers, offering assistance to help find necessary store items.
• Completed daily recovery tasks to keep areas clean and neat for maximum efficiency.
• Monitored sales events, added new merchandise, and rang up purchases.
• Trained new team members in cash register operation, stock procedures, and customer service.
• Resolved issues with cash registers, card scanners, and printers.
• Processed all sales transactions accurately and promptly to prevent long customer wait times.