Fareshta Wardak
Surrey,Canada
Summary
10 years of successful customer service both in person and in a call centre setting More than 2 years of effective office administration experience 2 years of leadership, training and development experience Soft Skills: Reliability, Customer service, Attention to detail, Management, Multitasking, Conflict resolution, Leadership, Collaboration, Analytical skills, Flexibility, Negotiation, Organizational skills, Budgeting, Project management, Relationship building, Market evaluation, Teamwork and Collaboration, Entrepreneurial and innovation Skills, Time Management, Interpersonal skills and Emotional Intelligence, Decision making, Strategic thinking and planning, Data management, Financial management and financial analysis Fluently Speaks, reads and writes English, Hindi, Persian, and Urdu.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Contact Centre/Customer Service Representative
TD CANADA TRUST
03.2022 - Current
- Responded to Customer Inquiries: Swiftly and professionally addressed customer inquiries with exceptional communication skills, backed by thorough risk assessment and mitigation strategies, ensuring each interaction left a lasting positive impression.
- Provided Product and Service Information: Leveraged comprehensive knowledge of TD Canada Trust's offerings, augmented by detailed SWOT analysis, to empower customers with informed financial decisions, fostering trust and loyalty through strategic information dissemination.
- Assisted with Account Management: Skillfully managed customer accounts with a strategic focus on personalized service and relationship-building, incorporating risk management techniques to anticipate and address client needs effectively, ensuring every interaction strengthened client connections.
- Processed Customer Requests: Utilized sharp analytical abilities and risk management frameworks to swiftly and accurately process customer requests, guaranteeing compliance with rigorous banking standards while mitigating potential risks and maintaining operational efficiency.
- Troubleshooted Technical Issues: Expertly navigated digital platforms to troubleshoot technical issues, employed risk management methodologies to identify potential pitfalls and strategic solutions, providing clear and concise guidance for seamless problem resolution.
- Resolved Customer Complaints: Handled customer complaints with empathy and diplomacy, utilized SWOT analysis to identify underlying issues and implemented strategic resolutions, transforming challenges into opportunities to showcase exceptional problem-solving skills and ensure customer satisfaction.
- Promoted Products and Services: Proactively identified opportunities to introduce customers to TD Canada Trust's innovative products and services, leveraged SWOT analysis to capitalize on strengths and opportunities while mitigating weaknesses and threats, driving sales growth with strategic precision.
- Adhered to Compliance and Regulatory Standards: Demonstrated unwavering commitment to regulatory compliance and security protocols, employed risk management strategies to ensure adherence to industry regulations, safeguarding customer trust and confidentiality in all interactions.
- Updated Customer Records: Maintained meticulous records of customer interactions and updates, utilized risk management principles to anticipate and address potential data integrity risks, facilitated seamless communication and personalized service through strategic record-keeping practices.
- Collaborated with Team Members: Thrived in a collaborative team environment, actively shared knowledge and expertise from strategic risk management and SWOT analysis, contributing to holistic solutions that exceeded customer expectations and elevated team performance.
Client Success Specialist
Omnae Technologies Inc.
02.2020 - 02.2021
- Utilized strategic methodologies to streamline and manage the onboarding process for new customers, ensuring efficiency and a seamless transition into our services.
- Leveraged insights and analytical skills to assist the sales team in devising and executing renewal strategies, resulting in substantial increases in revenue generation and overall business growth.
- Applied analytical skills to identify staffing requirements, conducting thorough interviews and collaborating with the HR department to recruit and onboard Client Success Specialists and Sales Representatives.
- Employed leadership and coaching techniques to develop and implement tailored training programs for Client Success Specialists and Sales Representatives, fostering their professional development and enhancing team cohesion.
- Analyzed client interactions to provide valuable feedback to the product team, contributing to the enhancement of platform features and functionality to meet client needs effectively.
- Employed relationship-building strategies to cultivate strong connections with executive decision-makers, positioning myself as a trusted advisor and facilitating informed strategic decisions.
- Collaborated with the sales team to develop and execute success plans guided by process improvement methodologies, aimed at optimizing operations and elevating customer satisfaction levels for overall business success.
Travel Consultant/Call Centre Representative (Contract)
HRG NORTH AMERICA
08.2017 - 12.2018
- Coordinated Corporate Travel for clients, utilizing strategic planning and organizational skills.
- Managed upgrades, special needs, and preferences for clientele, ensuring high customer satisfaction.
- Ensured compliance with clients’ corporate travel policies and vendor contracts, with meticulous attention to detail.
- Researched travel options and offered optimal fares and routings, utilizing analytical skills and industry knowledge.
- Established and maintained rapport with clients to ensure exceptional customer service.
- Consistently met and exceeded sales targets, achieving a success rate of 98%.
- Resolved moderately complex client service issues through effective problem-solving and conflict resolution.
Recruitment Consultant/ Customer Support Specialist
ITS STAFFING SOLUTIONS INC
10.2016 - 01.2017
- Analyzed organizational plans and objectives to determine recruitment needs, showcasing strategic planning skills.
- Evaluated job descriptions and qualifications to identify applicant requirements, demonstrating analytical prowess.
- Implemented effective recruitment strategies, utilizing communication and negotiation skills to attract candidates.
- Conducted comprehensive applicant assessments, employing interviewing techniques and analytical thinking to ensure alignment with job specifications.
Webinar Coordinator
MOTOR VEHICLE SALES AUTHORITY OF B.C.
07.2014 - 12.2014
- Orchestrated engaging webinar sessions, applying strategic planning and communication skills to foster interactive and informative learning environments.
- Addressed inquiries from students and dealerships, demonstrating strong interpersonal skills and customer service expertise to ensure effective communication regarding the Salesperson Licensing course.
- Administered and meticulously graded Salesperson Licensing Course Exams, utilizing analytical thinking and attention to detail to maintain high accuracy and fairness standards.
- Maintained detailed records of student attendance and participation, employing organizational skills to contribute to the overall success of the Salesperson Licensing Course.
- Provided essential organizational and administrative support for the program, demonstrating proficiency in task management and coordination by scheduling meetings and seminars.
- Supported the Salesperson Licensing Program Director in various capacities, showcasing versatility and adaptability in assisting with meeting coordination and addressing student queries about course content.
Residence Assistant (Don)
UNIVERSITY OF TORONTO
09.2008 - 09.2009
- Utilized relationship management principles and interpersonal communication to organize and lead community-building activities and events within the residence halls, fostering strong relationships and a sense of belonging among residents.
- Applied conflict resolution strategies and negotiation techniques to effectively address conflicts and concerns among residents, prioritizing open communication and fostering positive relationships through fair and constructive resolutions.
- Leveraged my understanding of organizational behaviour and ethics to enforce university and residence hall policies, while also engaging with residents in a supportive manner to reinforce community standards and cultivate positive relationships.
- Incorporated crisis management principles and leadership skills to respond promptly to emergencies within the residence halls, collaborating with stakeholders to ensure resident safety and providing emotional support to build trust and strengthen relationships.
- Applied analytical skills to provide guidance, support, and referrals to residents seeking assistance, building rapport through attentive listening and empathetic support to foster positive relationships.
- Employed organizational and time management skills to efficiently complete administrative tasks while prioritizing relationship building through friendly and approachable interactions with residents and colleagues.
- Demonstrated leadership qualities and professionalism to serve as a positive role model for residents, cultivating strong relationships based on integrity, respect, and mutual trust.
- Leveraged teamwork and collaboration skills acquired through group projects and team-based learning to collaborate effectively with Residence Life staff and university departments, fostering a supportive environment and building relationships within the community.
Customer service Representative
TELETECH
08.2005 - 08.2006
- Served as a direct liaison for clients providing top-notch service resulting in client satisfaction of over 94% based on feedback from surveys.
- Drove company revenue by consistently meeting/exceeding individual sales targets through successful sales pitches.
- Wrote and edited timely and effective internal communications, tailored to fit audiences to elicit appropriate responses.
- Assisted in training new hires and educated them in the technical aspects of the role.
- Assisted third-party vendors professionally and courteously fostering long-term partnerships.
- Long-term member of leadership program intended for high achievers with motivation for career advancement.
Education
Honours Bachelor of Arts - Political Science & Professional Writing and Communications
University of Toronto
Mississauga, ON01.2011
Skills
- Skilled in Skype communication
- Proficient in Slack
- Skilled in utilizing Google Meet for online collaboration
- Experienced in Zoom meetings
- Experienced in Microsoft Teams collaboration
- Email communication
- Citrix administration
- Experienced with GoToMeeting software
- Bomgar Representative Console
- YouTube
- Skilled in Snapchat communication
- Proficient in Microsoft Office Suite
- Proficient in MS Word
- MS PowerPoint
- Google Docs
- Negotiation
- Mediation
- Conflict Management
- Time Management
Certification
- TEFL/TESOL MASTERS LEVEL 4
- Class 5 Drivers License
Timeline
Contact Centre/Customer Service Representative
TD CANADA TRUST
03.2022 - Current
Client Success Specialist
Omnae Technologies Inc.
02.2020 - 02.2021
Travel Consultant/Call Centre Representative (Contract)
HRG NORTH AMERICA
08.2017 - 12.2018
Recruitment Consultant/ Customer Support Specialist
ITS STAFFING SOLUTIONS INC
10.2016 - 01.2017
Webinar Coordinator
MOTOR VEHICLE SALES AUTHORITY OF B.C.
07.2014 - 12.2014
Residence Assistant (Don)
UNIVERSITY OF TORONTO
09.2008 - 09.2009
Customer service Representative
TELETECH
08.2005 - 08.2006
Honours Bachelor of Arts - Political Science & Professional Writing and Communications
University of Toronto