Ahmad Jamil Mian
Scarborough, Toronto,ON
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Flexiti Financial
08.2022 - Current
- Address customer and merchant inquiries, focusing on identifying solutions to cater to their needs
- Demonstrate quick and reliable problem-solving skills for timely assistance to valued customers and merchants
- Maintain meticulous records for each customer interaction, adhering to company policies, practices, and procedures
- This includes documenting call history, coordinating with relevant third-party partners when necessary, and initiating essential customer fulfillment processes
- Actively engage in team huddles such as escalation queues, call campaigns, and best practices discussions to improve service quality
- Thoroughly assess CLI (Credit Limit Increase) requests and promptly escalate cases that require further attention or approval from higher authorities
- Skillfully employ de-escalation techniques by offering appropriate interest rate discounts to customers with overdue payments
- This strategy aims to facilitate the recovery of outstanding dues and receivables while ensuring a positive customer experience
- Embrace continuous growth and learning opportunities by participating in cross-training initiatives.
Supervisor / Head Coach
Go Green Youth Centre
06.2014 - 08.2022
- Thoughtfully controlled and drove engagement amongst youth participants aged 7 to 19 years during full-day summer camp and year-round after school activities
- Coordinated and led various team activities, sports, and events within the program and the Under 18 TDCA Youth league
- Supported the safety of all individuals with disciplined enforcement of consistent policies
- Designed enjoyable, innovative, and strategic lesson plans for cricket along with other various extracurricular youth programs
- Organized a safe and welcoming environment that abides by stringent Ontario Camps Association Standards while also creating an atmosphere full of fun and learning
- Developed strong working relationships with campers, parents or guardians, and program sponsors through effective communication and active listening skills
- Strategically marketed and advertised the program to help increase the number of youth attendees
- Ordered and maintained all recreational equipment along with conducting uniform and equipment inventory for accounting purposes
- Acted as a site supervisor during weekend permits & special events
- Increased player strength, agility, and game skills through successful practices
- Maintained equipment, facilities, and inventory in proper order to avoid accidents, mishaps, and damage
- Put people/customer first.
United Parcel Service, UPS
10.2019 - 02.2020
- Collaborated with team members to organize couriers
- Sorted, labeled, and scanned packages
- Coordinated inter-departmental activities
- Attended to customer complaints
- Demonstrated attention to detail while working in a fast-paced, pressurized environment.
Volunteer
Thorncliffe Neighbourhood Office
06.2013 - 08.2015
- Managed a group of 5 to set up events
- Supervised kids during various activities
- Prepared food for guests
- Collected food for the ICNA Food Bank.
CSR/Receptionist
Platinum Insurance Broker LLC
06.2012 - 12.2012
- Managed the customer service desk
- Attended inbound calls, answered customer queries following a one-call resolution culture
- Deescalated difficult customers and coordinated with the escalation department
- Provided general administrative and clerical support
- Greeted clients entering the broker's office
- Dealt with queries from the public, ensuring the best customer experience
- Took the initiative to provide input and recommend procedural changes that affected the overall success of the team
- Made outbound calls when needed.
Education
Graduate - Aircraft Maintenance
Centennial College
Toronto, ONSkills
- TECHNICAL/ACADEMIC:
- Strong understanding of Aircraft Instruments, Aircraft Inspection, and Maintenance Procedures
- Efficiently and accurately tested aircraft equipment under simulated operating conditions to determine performance and airworthiness
- Modified systems using blueprints, wiring diagrams, fictional service bulletins, and engineering orders
- Advanced knowledge in the Theory of Flight, Airframe Systems/Structure, Piston Engines & Propellers, and Rotary-wing control
- Strong critical thinking skills developed through various case assignments completed during post-secondary courses
- Excellent computer skills in Microsoft Word & Excel, used for a plethora of school and work/volunteering assignments
- PROFICIENCIES:
- Highly proficient in communication skills
- Strong in customer service
- Effective team player and quick learner
- Excellent communication and interpersonal skills
- Proficient in problem-solving using intuition and perseverance
- Skilled in time management and people management
- Committed to employee engagement
Certification
High Five Certified
Certified Coach; National Coaching Certificate Program
Languages
English
Full Professional
Urdu
Native or Bilingual
Punjabi
Native or Bilingual
Hindi
Full Professional
Sports, Cricket player, Traveling
Played all the leagues in Toronto
Timeline
Customer Service Representative
Flexiti Financial
08.2022 - Current
United Parcel Service, UPS
10.2019 - 02.2020
Supervisor / Head Coach
Go Green Youth Centre
06.2014 - 08.2022
Volunteer
Thorncliffe Neighbourhood Office
06.2013 - 08.2015
CSR/Receptionist
Platinum Insurance Broker LLC
06.2012 - 12.2012
Graduate - Aircraft Maintenance
Centennial College
High Five Certified
Certified Coach; National Coaching Certificate Program
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