Bisma Irfan
Ajax,ON
Summary
Resourceful and motivated Business Administration graduate with a concentration in Human Resources, and over three years of proven success in customer service, leadership, and administrative support. Experienced in high-volume retail, team coordination, data entry, and payroll documentation. Adept at solving problems, maintaining operational efficiency, and delivering exceptional client experiences. Recognized for a proactive attitude, strong organizational skills, and the ability to thrive in dynamic environments. Now seeking to bring value to a progressive organization through reliability, professionalism, and people-first service.
Overview
4
4
years of professional experience
1
1
Certification
Work History
OMNI Customer Service Lead
Walmart
Ajax, Ontario
11.2021 - Current
- Coordinated with other departments to resolve customer issues efficiently.
- Resolved escalated issues from team members or customers in an efficient manner.
- Developed and implemented customer service policies and procedures to improve quality of customer experience.
- Provided expertise on product knowledge, services, policies and procedures to customers.
- Participated in regular meetings with senior management team to discuss progress of projects and initiatives related to customer service operations.
- Generated reports on key metrics such as average response time, first call resolution rate.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
Seasonal Customer Experience Associate
The Home Depot
Ajax, Ontario
03.2023 - 09.2023
- Gathered customer feedback through surveys and used the data to improve customer service.
- Provided accurate information about products and services to customers.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Answered customer inquiries and provided accurate information regarding products and services.
- Answered customer inquiries via phone, email, and chat.
- Maintained a high level of professionalism when dealing with difficult customers.
Education
Diploma - Business Administration (Human Resources Focus)
Durham College
Oshawa, ON04-2025
Skills
- Customer service
- Data analysis
- Team collaboration
- Project management
- Performance reporting
- Customer feedback analysis
- Outlook configuration
- Microsoft system center
- CRM software
- Customer focus
- Project coordination
- Multi-line phone operation
- Meeting coordination
- Call handling
Certification
- LinkedIn Learning – Customer Service Foundations – 2024
- Excel for Business: Payroll & Reporting Basics – 2024
Accomplishments
- Employee of the Month – Walmart Canada (Mar 2023)
- Earned consistent praise from supervisors and customers for professionalism and dedication
- Completed Durham HR project with distinction (mock payroll and onboarding system)
- Contributed to efficient workflow optimization by identifying bottlenecks in OMNI order system
Timeline
Seasonal Customer Experience Associate
The Home Depot
03.2023 - 09.2023
OMNI Customer Service Lead
Walmart
11.2021 - Current
Diploma - Business Administration (Human Resources Focus)
Durham College
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