Bassmah Khaliq
Ottawa,ON
Summary
Knowledgeable and dedicated customer service professional with extensive experience in client experience, administrative industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Client Experience Specialist
Anywhereworks
11.2022 - Current
- Take calls on daily basis for clients to ensure accuracy and quality insurance
- Receive between 90- 200 calls per day
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promoted available products and services to customers during service
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
CLIENT SERVICE COORDINATOR
Carefor Health and Community Services
07.2021 - 09.2022
- Schedule service providers for client visits in areas assigned by manager
- Manage and delegate clients to nurses accordingly
- Effectively communicate with supervisors and mangers on a daily basis
- Keep up-to-date with daily changes such as staff availability, changes in client service authorizations and/or care plans
- Ensure client and service provider information is accurate and up-to-date in the scheduling database
- Provide timely information, through the use of communication technology (telephone, e-mail, voice- mail), to field staff, services providers, co-workers, clients, Managers and Supervisors
- Verify visit confirmations from field staff such as nurses and personal support workers
- Verify payroll information for field staff in a timely manner ensuring accuracy of hours, mileage, stats and premiums
- Contact partnering organization such as LHIN, Eastern Ottawa Resource
- Centre regarding discrepancies in frequency, authorization for extra visits or not seen/ not found visits, extensions to planned review dates
- Work collaboratively as part of a team willing to assist others and mentor new staff
- Complete all duties in compliance with Occupational Health and Safety legislation, regulations, and
- Carefor policies, procedures, and standards
CUSTOMER SERVICE REPRESENTATIVE
Ottawa Humane Society
06.2018 - 06.2021
- Assisted and trained new staff members successfully and received positive feedback report directly to supervisor/manager
- Contacted clients to verify account information and maintain accuracy, resulting an increase in client satisfaction.
- Facilitated inter-departmental communication to effectively provide customer support.
- Executed record filing system to improve document organization and management regarding adoptions
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Recorded account information to open new customer accounts.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Direct clients to appropriate departments Donor relations, management, communications manager
- Draft and edit adoption memos to ensure accuracy in adoption processes
- Prepared 200 -300 tax receipts during COVID-19 deployment to development office
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Maintained up-to-date knowledge of product and service changes
- Promoted superior experience by addressing customer concerns
STUDENT GROUPS ADMINISTRATOR
Carleton University Students' Association
09.2015 - 06.2018
- Organize, secure funding for, and promote events, initiatives and activities related to the Student
- Groups Office such as off campus housing, CUSA's wellness guide
- Administer the CUSA ratification and event approval processes for student groups
- Administer and maintain the student groups policies and procedures
- Ensure student groups have access to, and are regularly made aware of, current and new policies,procedures and practices related to student groups
- Maintain the official register of approved, ratified student groups
- Work with any necessary campus offices to supply information about student groups and facilitatestudent group activities and room bookings
- Administer student group funding and insurance procedures
- Coordinate, supervise and provide ongoing support to work-study students and volunteers
- Responded promptly, within no later than 48 hours, to any student group inquiry or request
- Prepared a thorough transition manual before the end of their term
- Answered incoming calls professionally and redirected them where appropriate
- Took accurate minutes at company meetings
- Monitored and ordered stationery and other office supplies
- Reviewed and coordinated office procedures to ensure that company policies are being met
- Established and maintained an effective filing system for letters, reports, minutes, and otherdocuments
- Ensured accurate record-keeping in data entry systems, such as appointments in diaries
KEY HOLDER/CASHIER
little critters
09.2016 - 03.2018
- Processed financial transaction daily (cash, cheque, debit & credit card
- Payments) and accurate cash out at end of shift
- Trained and monitored new staff members
- Modeled outstanding customer service and held cashier team accountable for consistently deliveringexpert support
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivitytargets
- Replenished checkout lines with printer paper and change throughout shifts to prevent any customerservice delays
- Quickly and accurately counted drawers at start and end of each shift
- Checked and pulled defective or expired products from shelves
- Kept documentation and records accurate and up-to-date with latest data to prevent errors inprocessing or delivery
- Monitored deliveries by checking merchandise against invoice paperwork and notifying supervisor ofdiscrepancies.
Education
Associate of Arts - Applied Psychology
Carleton University
Skills
- Training and Development
- Scheduling
- Correspondence Handling
- Invoicing
- Customer Complaint Resolution
- Data entry
- Client Databases
- Program Files Maintenance
- Administrative Experience
- Microsoft Outlook
- Databases
- Customer Care
- Product Knowledge
- Event Planning
Certification
- Non- violent crisis intervention Certification, Ottawa Humane Society - 2019
- Customer service training - 2020
- CPR Certified 2020
Timeline
Client Experience Specialist
Anywhereworks
11.2022 - Current
CLIENT SERVICE COORDINATOR
Carefor Health and Community Services
07.2021 - 09.2022
CUSTOMER SERVICE REPRESENTATIVE
Ottawa Humane Society
06.2018 - 06.2021
KEY HOLDER/CASHIER
little critters
09.2016 - 03.2018
STUDENT GROUPS ADMINISTRATOR
Carleton University Students' Association
09.2015 - 06.2018
Associate of Arts - Applied Psychology
Carleton University
Similar Profiles
Kassandra ZambranoKassandra Zambrano
Sales Account Executive at AnywhereworksSales Account Executive at Anywhereworks
Hannah GomezHannah Gomez
Recruiter at AnyWhereWorksRecruiter at AnyWhereWorks
VICTORIA BOURKEVICTORIA BOURKE
People and Culture Coordinator at AnywhereWorksPeople and Culture Coordinator at AnywhereWorks
Cassandra YoungCassandra Young
Client Experience Associate at AnywhereWorksClient Experience Associate at AnywhereWorks
Youssef BoushabYoussef Boushab
After-school Tutor at Self-employeedAfter-school Tutor at Self-employeed