ALANA SAHADEO
Brampton,Canada
Summary
Professional in customer experience, skilled in enhancing client satisfaction and loyalty. Strong background in resolving issues, implementing feedback, and improving processes. Effective team collaborator, adaptable to changing needs, and driven to achieve results. Proficient in communication, problem-solving, and customer relationship management.
Overview
11
11
years of professional experience
Work History
Auto Claims Advisor
Desjardins
04.2023 - Current
- Multitasking by answering approximately 50 calls, emails and voicemails daily, including complex inquiries on the queue requiring investigating
- Noting all conversations, attaching documents to claims, responding to voicemails and emails daily
- Collaborate with peers, other insurance companies, finance & leasing companies, towing pounds, repair shops and more
- Request police reports, collision reports, analyze documents, receipts, photos videos, calculate reimbursements, total loss settlements
- Implemented cost-control measures through careful evaluation of available coverage limits when settling claims.
- Conducted thorough investigations of complex claims to ensure accurate evaluations and appropriate reimbursements.
- Assisted clients in navigating the often complex world of insurance claims while providing empathetic support during difficult situations.
Customer Service Representative Team Lead
City of Brampton
01.2018 - Current
- Verify daily $200 in float, deposits and paperwork done by coworkers
- Demonstrate dependability through working a variety of shifts and perform accurate opening and closing procedures
- Send deposits to the bank and print all building paperwork including daily revenue during all closing shifts
- Build relationships with customers on a first name basis
- Send emails to various departments and customers with concerns or issues
- Register customers for classes, and create memberships with highly confidential information
- Answer numerous phone calls daily, listen and reply to voicemails
- Fax, sell tickets, ensure policies are being respected by customers
- Familiar with Point of Sale, Facility booking and Program Registration
- Assist both new and senior staff co-workers with various tasks and questions
- Developed great radio and phone etiquette with fellow staff and customers
- Acquired first aid and CPR C training, and vulnerable police check
Customer Experience Associate
Switch Health
04.2021 - 06.2022
- Answer inquiries about COVID-19 testing procedures, government protocols and appointments
- Provide options and resources to ensure optimal customer satisfaction
- Cancel and reschedule patient bookings in the system
- View, edit and manage patient information and COVID-19 test information and follow PHIPA
- Looked for additional ways to expand products to customers by upselling new products and services.
Certified Listener Volunteer Supervisor
Certified Listeners Society
02.2021 - 09.2021
- Provide professionally trained emotional support to clients
- Provide health service resources for clients in need and when asked for
- Collaborate with colleagues, supervisors and coordinators to ensure an efficient flow of answering calls and providing quality service
- Assist volunteers with providing resources and how to respond to callers in difficult situations
Cash Office and Floor Supervisor
FreshCo
08.2015 - 11.2017
- Demonstrated accountability by investigating fraudulent customer transactions and ensuring the daily $400 float in each till
- Strong multitasking skills demonstrated by simultaneously overseeing employee production, answering customer phone calls, and balancing the daily cash totals
- Enhanced leadership capabilities by training cashiers on tasks such as cash handling, customer service behavior, and store guidelines
- Ability to work under a fast-paced environment – displayed through supervising 25 employees and maintaining the flow of customer traffic during peak store hours
- Enhanced problem solving and conflict resolution abilities by mediating disputes between customers and cashiers through strong communication and interpersonal skills
- Demonstrated a strong sense of responsibility by ensuring the completion of daily store opening and closing tasks – included ensuring product restocking, cleanliness standards, and timely dismissal of employees
Volunteer
Super Health Pharmacy
06.2013 - 07.2013
- Organized prescriptions and medications, filled prescriptions, familiarized medications
- Updated products in the system, recorded invoices in sequence
Education
Ontario Graduate Certificate - Systems Navigation
Humber College
Etobicoke, ON11.2020
Bachelor of Health Studies -
York University
Toronto, ON06.2019
Skills
- Team Collaboration
- Independent Work
- Knowledge Application
- Understanding customer needs
- Teamwork and collaboration
- Calm and professional under pressure
- Insurance policy knowledge
- Time management
- Multitasking
- Decision-making
References
Available upon request
Timeline
Auto Claims Advisor
Desjardins
04.2023 - Current
Customer Experience Associate
Switch Health
04.2021 - 06.2022
Certified Listener Volunteer Supervisor
Certified Listeners Society
02.2021 - 09.2021
Customer Service Representative Team Lead
City of Brampton
01.2018 - Current
Cash Office and Floor Supervisor
FreshCo
08.2015 - 11.2017
Volunteer
Super Health Pharmacy
06.2013 - 07.2013
Ontario Graduate Certificate - Systems Navigation
Humber College
Bachelor of Health Studies -
York University
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