Amtul Kafi Khalifa
Vaughan,ON
Summary
Client-focused professional delivering multi-channel support in high-volume environments. Expertise in data entry, record maintenance, and inquiry resolution while adhering to procedures. Crisis-line volunteer skilled in active listening and de-escalation. Bilingual in Urdu and Hindi, with a background in online ESL instruction.
Overview
11
11
years of professional experience
Work History
Customer Service Representative (B2B)
Kaycan (Saint-Gobain)
North York, Canada
11.2022 - Current
- Delivered multi-channel client support (email, chat, phone), resolving order, service, and account issues, enhancing customer satisfaction through accurate documentation of outcomes.
- Processed end-to-end transactions, including order entry, payments, adjustments, refunds, and returns, ensuring accuracy and reliability of customer transactions.
- Assessed customer needs, and recommended appropriate product solutions to support successful purchasing decisions.
- Verified product availability and pricing; applied pricing updates and corrections to maintain billing accuracy.
- Maintained customer records in CRM/inventory systems, coordinated inventory sourcing across branches, and ensured accuracy in daily deposits/remittances to invoices and accounts.
Crisis Line Worker
Distress Centres of Greater Toronto
Remote
05.2022 - 05.2023
- Supported distressed callers through de-escalation techniques, assessed immediate safety needs, and guided practical next steps for resolution.
- Provided confidential emotional support to callers, utilizing active listening and empathy to foster a trusting environment.
- Documented interactions according to organizational guidelines while offering relevant information and community referrals to meet caller needs.
Online English Teacher (ESL/TEFL)
My Culture Connect
Remote
01.2022 - 12.2022
- Delivered engaging virtual English lessons to diverse international learners, fostering language acquisition for students from Taiwan.
- Adapted instruction to meet varying proficiency levels and learning objectives, ensuring personalized learning experiences.
- Provided structured practice and targeted feedback, enhancing learner engagement and facilitating measurable progress.
Customer Service Representative
Durafast Label Company
Etobicoke, Canada
08.2020 - 11.2022
- Managed high-volume inbound calls, addressing inquiries and resolving complaints to enhance customer satisfaction.
- Cultivated customer relationships through effective communication, problem-solving, and timely follow-up.
- Processed orders and transactions while ensuring accuracy in record-keeping within internal systems.
Substitute Teacher
Corona-Norco Unified School District
Corona, USA
03.2015 - 04.2020
- Followed lesson plans and supported teacher objectives to ensure continuity of learning.
- Adapted quickly across subjects, grade levels, and student needs, while maintaining engagement.
- Managed classrooms of 25–30 students (K–12) using effective classroom management techniques.
- Adhered to district policies to ensure compliance with educational regulations. and mandated reporting requirements.
Education
TEFL Certificate -
International TEFL Academy
UK04.2022
CBEST Certificate -
California Commission on Teacher Credentials
USA01.2015
Bachelor of Social Work -
Ryerson Polytechnic University
Toronto, Canada06.1993
Social Worker Diploma -
Seneca College
North York, Canada06.1987
Skills
- Customer service and support
- Call handling and routing
- Email and chat assistance
- Complaint resolution
- Order processing and entry
- Payments and refunds
- Account maintenance
- CRM and inventory management
- Data entry and management
- Cross-branch coordination
- Active listening skills
- Conflict de-escalation
- Time management strategies
- Team collaboration skills
- Bilingual: Urdu/Hindi
Timeline
Customer Service Representative (B2B)
Kaycan (Saint-Gobain)
11.2022 - Current
Crisis Line Worker
Distress Centres of Greater Toronto
05.2022 - 05.2023
Online English Teacher (ESL/TEFL)
My Culture Connect
01.2022 - 12.2022
Customer Service Representative
Durafast Label Company
08.2020 - 11.2022
Substitute Teacher
Corona-Norco Unified School District
03.2015 - 04.2020
TEFL Certificate -
International TEFL Academy
CBEST Certificate -
California Commission on Teacher Credentials
Bachelor of Social Work -
Ryerson Polytechnic University
Social Worker Diploma -
Seneca College