Dhan Hassan
Toronto,ON
Summary
Over Results-driven Customer Service Professional with over 2 years of experience supporting clients in fast-paced contact centre environments. Recognized for resolving complex issues with empathy, clarity, and efficiency while maintaining professionalism across every interaction. Skilled in managing customer records, coordinating support escalations, and improving communication workflows. A collaborative team player with a strong ability to mentor new staff, identify service gaps, and deliver consistent, high-quality support that strengthens customer trust and loyalty.
Overview
3
3
years of professional experience
Work History
Customer & Client Support Consultant
Lufthansa InTouch
11.2022 - Current
- Provided prompt and courteous support to 60+ customers per day, handling inquiries related to payments, bookings and fare adjustments
- Resolved a wide range of client concerns through clear, solution-oriented communication, consistently improving satisfaction outcomes
- Managed incoming inquiries related to account details, service options, and general support, ensuring accuracy and follow-through
- Updated and maintained client profiles to support personalized service and data accuracy across departments
- Guided new team members during onboarding, sharing best practices and support techniques that strengthened team readiness
- Proactively identified client needs and recommended appropriate solutions, increasing engagement and long-term retention
- Handled sensitive and time-sensitive issues with discretion, reducing repeat inquiries and enhancing first-contact resolution
- Flagged inefficiencies in workflows and contributed suggestions that improved case documentation and internal handoffs
- Collaborated with cross-functional teams to ensure consistent service delivery and timely issue resolution
Administrative Assistant
Distress Centres of Greater Toronto
05.2024 - 08.2024
- Supported seamless employee onboarding by setting up accounts, granting access, and ensuring information accuracy
- Responded to phone and email inquiries with clarity and professionalism, improving client understanding and comfort
- Maintained up-to-date digital records, contributing to efficient internal tracking and audit readiness
- Created FAQ-style communication guides that reduced repetitive inquiries and improved first-contact resolution
- Collected client feedback and flagged concerns to relevant teams, supporting service quality enhancements
- Coordinated across departments to resolve setup issues quickly, contributing to a smoother onboarding experience
- Ensured timely follow-ups with new clients, reinforcing a sense of support and responsiveness
- Assisted with internal documentation management, helping maintain consistent and accessible reference materials
Education
Bachelor of Commerce - Human Resources Management
Seneca Polytechnic
01.2025
Skills
- Customer support
- Client relationship management
- Conflict resolution
- Time management
- Multitasking under pressure
- Communication (verbal and written)
- Problem solving
- Attention to detail
- Process improvement
- Data entry and documentation
- Team collaboration
- Confidentiality and professionalism
Software And Systems Expertise
- Microsoft Office Suite: Excel, Word, Outlook
- Communication Tools: MS Teams, Zoom
- Cloud & Collaboration: Google Drive, OneDrive
- Typing Speed: 50+ WPM
- Customer Feedback Management: Salesforce
Timeline
Administrative Assistant
Distress Centres of Greater Toronto
05.2024 - 08.2024
Customer & Client Support Consultant
Lufthansa InTouch
11.2022 - Current
Bachelor of Commerce - Human Resources Management
Seneca Polytechnic
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