Agnes Maliekkal
Coquitlam,British Columbia
Summary
Dynamic and results-driven professional with a proven track record in customer service, program coordination, and leadership roles, aspiring to transition into the role of Administrative Assistant. With a keen eye for detail and a commitment to excellence, I am enthusiastic about leveraging my transferable skills to enhance operational efficiency and contribute to the success of BC Hydro. My ultimate goal is to continuously learn and grow within the organization, ultimately advancing into HR roles.
Overview
6
6
years of professional experience
Work History
Insurance Specialist, Sales and Customer Service
Belairdirect
Vancouver, BC
03.2022 - Current
- Demonstrated exceptional communication and negotiation skills, resulting in a 20% increase in client retention and a 15% improvement in customer satisfaction scores over the past year.
- Proactively identified and addressed client needs through needs assessments, resulting in a 25% increase in policy upgrades and cross-selling opportunities.
- Utilized strong organizational and time management abilities to manage pending files and prioritize daily inbound calls, achieving a 95% resolution rate and exceeding service level agreements.
- Collaborated with cross-functional teams to implement process improvements, resulting in a 30% reduction in average handling time for customer inquiries and a 20% increase in team productivity.
- Mentored and coached junior team members, providing guidance and support to enhance their performance and contribute to the overall success of the team.
Front End Supervisor
The Root Cellar Green Grocer
Victoria, BC
06.2021 - 12.2021
- Directed front-end operations, overseeing a team of 10+ staff and ensuring seamless customer transactions, resulting in a 15% increase in checkout efficiency and customer satisfaction scores.
- Developed and delivered interactive training programs for front-end staff, fostering a culture of learning and development within the team.
- Streamlined onboarding strategies for new team members, tailoring training plans to individual needs and ensuring a smooth integration process.
Customer Service Associate
Walmart. Inc
Victoria, BC
09.2019 - 06.2021
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly, maintaining a positive shopping experience for customers.
- Actively participated in training programs to enhance product knowledge, communication skills, and service excellence.
- Assisted in the onboarding process for new associates, facilitating training sessions on company policies and procedures.
Program Coordinator- Arts & Performace
Rogationist Academy
06.2018 - 03.2019
- Developed and coordinated comprehensive arts and performance programs, ensuring alignment with educational objectives and participant needs by conducting needs assessments and creating training plans.
- Created and delivered engaging tutoring sessions in arts-related subjects, providing personalized support to enhance learning outcomes through in-person, blended, and social learning sessions.
- Designed and facilitated training sessions for program staff, emphasizing effective tutoring techniques and incorporating best practices in arts education.
- Coordinated and organized events, workshops, and performances to showcase student achievements and enhance their exposure to the arts.
Marketing Assistant Intern
Personal Connections
Kerala, India
04.2018 - 07.2018
- Spearheaded the promotion and marketing efforts for event management products and services.
- Collaborated with the marketing team and Marketing Manager, contributing to the seamless organization of 35 events, two training and development programs, and over 40 client meetings.
- Ensured the swift resolution of client issues, thereby maintaining a consistently high level of customer satisfaction.
Education
Post Degree Diploma - Human Resources Management And Leadership Skills
Camosun College
Victoria, BC04-2021
Bachelor of Arts - Economics
Mahatma Gandhi University
Kerala, India05-2018
Skills
- Excellent written and verbal communication skills honed through customer service and program coordination roles
- Strong organizational abilities demonstrated in managing multiple tasks and priorities effectively
- Proven problem-solving skills and a proactive approach to identifying and implementing solutions
- Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and SharePoint
- Exceptional attention to detail and ability to maintain confidentiality in handling sensitive information
- Team player with a collaborative mindset and the capacity to provide leadership and support when needed
Affiliations
- Voice Actor- Freelancer (2015-2019):
- Worked in several short films, documentaries, and advertisements in delivering engaging and expressive voiceovers to captivate and enhance video content.
- Content Creator- Freelancer (2019-2021):
- Collaborated with a local company (MammaMia) to craft creative and detail-oriented content for their promotional needs.
Languages
Hindi
Limited
Italian
Limited
Accomplishments
- Received 14 'Customer WOWs' for outstanding customer service (Intact, 2022-2023): Recognized for consistently exceeding customer expectations and delivering exceptional service, resulting in positive feedback from clients and colleagues.
- Recognized with the Top Cross Quote Award for exceptional customer service and exceeding targets (Intact, 2022-2023): Awarded for achieving the highest number of cross-selling quotes and surpassing sales targets, demonstrating a commitment to driving results and providing tailored solutions to clients.
Timeline
Insurance Specialist, Sales and Customer Service
Belairdirect
03.2022 - Current
Front End Supervisor
The Root Cellar Green Grocer
06.2021 - 12.2021
Customer Service Associate
Walmart. Inc
09.2019 - 06.2021
Program Coordinator- Arts & Performace
Rogationist Academy
06.2018 - 03.2019
Marketing Assistant Intern
Personal Connections
04.2018 - 07.2018
Post Degree Diploma - Human Resources Management And Leadership Skills
Camosun College
Bachelor of Arts - Economics
Mahatma Gandhi University
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