Augustina
Quality Assurance Executive/ Service Advisor
Vaughan,ON
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. I am able to work in a professional atmosphere where I can use all my capabilities in a benefiting manner to meet the requirement of the job assigned I would also welcome the chance to become the part of your dynamic team while improving my skills yet further.
Overview
11
11
years of professional experience
Work History
Quality Assurance and Quality Control Executive
E-TeleQuote Insurance Inc.
Lahore, Pakistan
01.2019 - 11.2021
- Implemented new quality assurance and customer services
- Monitored staff organization and suggested improvements to daily functionality.
- Evaluated interactions between associates and customers to assess personnel performance.
- Conducted process and system audits to identify areas of improvement and enforce compliance with industry standards.
- Developed and implemented comprehensive quality assurance plans to monitor product quality and adherence to regulatory standards
- Investigated customer complaints and performed corrective actions to resolve quality issues.
- Applied coaching techniques and tools to support managers and team members in
- Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
Service Advisor/AdministrativeAssistant
Al Futtaim Auto Center
Sharjah, United Arab Emirates
09.2014 - 08.2018
- Efficiently maintaining strong customer service skills by communicating with customer walking in our premises
- Explaining insurance procedures and Body shop procedures
- Telephonic communication
- Receiving cars for repair, coordinating with workshop manager for respected client cars
- Updating customers on daily basis and keeps records
- Dealing with insurance companies for approvals.
- Creating job orders and appointments in SAP IS Auto System
- Managing administrative tasks and gathering feedback from customers about provided service
- Delivering cars on time by using strong Time Management skills
- Maintain call logs and call detail, compile all information to draft monthly report
- Obtain contact information of all customers and Insurance Brokers.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Documented problems and corrective actions to maintain records.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Suggested additional services to customers in order to meet upsell goals.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Followed up with customers to offer additional support and check resolution.
- Promptly responded to inquiries and requests from prospective customers
- Trained new personnel regarding company operations, policies and services.
- Exhibited high energy and professionalism when dealing with clients.
Assistant
Forman Christian College, Futtaim Auto Centres
Lahore , Pakistan
08.2010 - 07.2013
- Reporting to the Director Internships of the College, handling all administrative tasks and communication with the students, and dealing with their quires about internship
- Receive and direct telephone calls and maintaining accuracy and clarity
- Perform primary contact and keeping records of visitors and students on daily basis
- Entertain and answer quarries of students for the internships and giving accurate information about the services provided by institute
- Doing complete research on new internship opportunities for students,
- Telephonic communication with the companies about the internship opportunities and creating appointment schedule of Director Internships with clients and internship provider companies
- Maintain records of clients and various internship providers for future correspondents
- Perform active participation in meetings and conferences, and taking down the relevant minutes of meeting
- Assisted manager in all aspects of business operations.
- Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
- Developed and maintained filing systems to facilitate easy access to information.
- Reviewed and edited documents for accuracy, grammar and clarity.
- Prepared PowerPoint presentations for senior-level staff with attention to detail.
- Completed daily logs for management review.
Internship Student
Creative Junction
Lahore , Pakistan
08.2012 - 09.2012
- Interacted with customers by phone, email, or in-person to provide information.
- Communicated effectively with faculty and staff and accepted critiques and suggestions for areas of improvement.
- Reported back to instructor to receive day-to-day tasks and responsibilities.
Education
B.A Honors - Mass Communication
Forman Christian College A Chartered University
Lahore 01.2009 - 1 2013
Intermediate - Pre-Engineering
Gov. Kinnaird College For Women
Lahore Pakistan 09.2007 - 1 2009
Matriculation - Matriculation
Convent of Jesus And Mary
Lahore Pakistan 01.1996 - 1 2007
Skills
Professional Skillsundefined
Additional Information
- AWARDS AND CERTIFICATES •Certificate TSA 21 Toyota Service Advisor Training level one and two. •Certificate on Complaint Handling •Certificate of training in Time Management. Achieve the 100 % CSV (Customer's satisfaction value) over the years as part of team and individual• Achieved the target of inbound and out bond calls 200 per day
• Achieved international standards of ISO, QMS 9001 - 2008
• Achieved international standards of ISO, IMS 14001 – 18001
Timeline
Quality Assurance and Quality Control Executive
E-TeleQuote Insurance Inc.
01.2019 - 11.2021
Service Advisor/AdministrativeAssistant
Al Futtaim Auto Center
09.2014 - 08.2018
Internship Student
Creative Junction
08.2012 - 09.2012
Assistant
Forman Christian College, Futtaim Auto Centres
08.2010 - 07.2013
B.A Honors - Mass Communication
Forman Christian College A Chartered University
01.2009 - 1 2013
Intermediate - Pre-Engineering
Gov. Kinnaird College For Women
09.2007 - 1 2009
Matriculation - Matriculation
Convent of Jesus And Mary
01.1996 - 1 2007
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