ARIYA AZAD
Calgary
Summary
Become a great influence and help create a change and be a part of a dynamic and energetic team.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Maximus Canada Services Inc
05.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Improved resolution time with effective problem-solving for customer complaints.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Coordinate claim inquiries from Dental clinics and customers with Claim adjustment department.
Client Care Representative, Call Centre
TELUS Communications Inc.
03.2022 - 04.2024
- Respond to telephone inquiries and correspondence from members, utilizing strong listening and problem-solving skills
- Process customer queries related to orders and promotion campaign
- Contact new and existing customers to provide proactive promotional information and service
- Provide technical support to the customers and helping customers in their billing inquiries and also updating them regarding any update on their profile
- Ensuring excellent customer service by communication with the internal team, and/or ensure and appropriately transfer to the responsible department when required
- Accurately process new application enrolments, payments, amendments and update appropriate systems in relation to individual plans
- Research and analyze problems independently and determine appropriate resolution
- Document Customer interactions and commit to follow-up actions, when required
- Contribute to achieving monthly team goals
- Keep log of all the calls
- Enhanced customer satisfaction by addressing and resolving concerns in a timely manner.
- Demonstrated unwavering commitment to protecting client privacy and maintaining the confidentiality of sensitive information.
- Participated in regular team meetings to discuss performance metrics, share best practices, and brainstorm solutions to common challenges.
Store Associate
Winners Sunridge
10.2017 - 12.2017
- Greet customers warmly and ensure a good customer experience;
- Understand and be knowledgeable of BEST operational standards and monitor service-area performance against these standards
- Replenish fixtures, bunks, and shelves in an orderly and accurate manner
- Execute merchandising policies and maintain standards
- Complete markdowns in a timely and accurate manner
- Initiate and participate in store recovery as needed
- Process and prepare merchandise for the sales floor utilizing the principles of Work Smart
- Be responsible for the daily processing of shipments, organization, and set-up of the warehouse area, keeping with all policies and procedures and in a clean and safe manner, and perform maintenance/stock duties when required
- Demonstrate a high degree of customer service while processing all refunds, exchanges, and purchases in accordance with our guidelines
- Be responsible for the daily administration of store funds in and out of the cash office
- Monitor the adherence to all company policies and procedures with regard to registers and cash office procedures
- Ensure that all registers are processed accurately and that all funds are balanced and verified daily
- Operate cash terminal, handle checks, debit cards, credit cards
- Ensure each cashier has the necessary items to accomplish their tasks (cash register tape, credit cards application forms, bags etc
- Produce and balance the cash report at the end of each shift
Cashier
Dollarama
10.2017 - 12.2017
- Greet customers warmly and ensure a good customer experience
- Record transactions and collect payment for the purchased items
- Ensure the accuracy of the products and the prices listed on the invoice
- Operate cash terminal, handle checks, debit cards, credit cards
- Submit various documents to customers and package the purchased goods with care and protect, if necessary, fragile items
- Ensure each cashier has the necessary items to accomplish their tasks (cash register tape, credit cards application forms, bags etc
- Produce and balance the cash report at the end of each shift
- Keep the work area around each cash register, neat and tidy
- Be aware of current promotions and flyers
- Stock the shelves located by the cash registers
- Comply with policies and procedures regarding loss prevention, breakage of goods and health and safety
- Perform other duties as requested by the supervisor
Research Assistant
Prime Minister’s Office and UNDP
07.2015 - 12.2016
- Company Overview: Access to Information (A2I) Program
- Conduct research and development activities related to content management and content development
- Assist in Identifying content areas and topics based on need assessment studies with target audience primarily at the grass-roots level
- Assist in developing methodology and technical content requirements for all forms of content including A/V, animation, text and other forms of multimedia
- Maintain correspondence with the public and private content developers
- Assist in developing national livelihood content portal to make available livelihoods content for citizens
- Support in establishing partnerships with government and non-government organizations who have developed/are developing digital content in selected livelihood areas
- Maintain correspondence with partners to update the national livelihood content portal continuously
- Support in organizing meeting, training and other events
- Provide support in event management
- Assist in organizing training to develop a content resource pool within public and private agencies
- Access to Information (A2I) Program
Education
Masters of Social Science (MSS) - Anthropology
University of Dhaka
01.2014
Bachelor of Social Science (BSS) - Anthropology
University of Dhaka
01.2013
Skills
- SPSS, Survey Monkey
- Customer service
- Attention to detail focus
- Documentation skills
- Resolving issues
- Customer communications
- Problem resolution
- Inbound phone calls
- Call center experience
- Written and verbal communication
- Customer support
- Healthcare operations
Languages
Hindi
Limited Working
Timeline
Customer Service Representative
Maximus Canada Services Inc
05.2024 - Current
Client Care Representative, Call Centre
TELUS Communications Inc.
03.2022 - 04.2024
Store Associate
Winners Sunridge
10.2017 - 12.2017
Cashier
Dollarama
10.2017 - 12.2017
Research Assistant
Prime Minister’s Office and UNDP
07.2015 - 12.2016
Bachelor of Social Science (BSS) - Anthropology
University of Dhaka
Masters of Social Science (MSS) - Anthropology
University of Dhaka
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