Farzana Khanam
Winnipeg,Manitoba
Summary
Motivated and client-focused service coordinator with 4+ years of experience in customer-facing roles, scheduling, and contact center operations across healthcare, communications, and food service industries. Proven ability to lead teams, manage high-volume scheduling, and maintain strong stakeholder relationships while prioritizing client satisfaction. Known for calm professionalism, problem-solving under pressure, and multilingual communication (fluent in English and Bengali). Committed to delivering compassionate, person-centered care support in dynamic, fast-paced environments.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Team Leader - Front of House
Chachi's Sandwich Bar
01.2023 - Current
- Lead scheduling and live shift coordination for front-line staff.
- Respond to client concerns and resolve service issues in real-time.
- Train and onboard new staff members in service procedures.
- Maintain performance under pressure in fast-paced, high-volume environments.
Front Counter Staff Member
A&W® Restaurants
05.2022 - 12.2022
- Delivered exceptional customer service with accuracy and efficiency.
- Maintained smooth coordination between front-of-house and kitchen teams.
- Strengthened multitasking, communication, and time management skills.
Team Lead – Department of Communications
Wega Stylewise (Pvt) Ltd.
01.2020 - 03.2021
- Supervised a communications team responsible for scheduling and client outreach.
- Handled complex inbound inquiries and managed service communications.
- Improved internal communication processes to streamline coordination.
Representative– Client Service & Scheduling
Grameen Phone Ltd
01.2019 - 11.2019
- Delivered excellent customer service in a high-volume call center environment for one of Bangladesh’s largest telecom providers.
- Resolved technical issues, billing inquiries, and service disruptions efficiently and empathetically.
- Maintained detailed call logs, met performance KPIs, and supported seamless communication between departments.
- Built strong rapport with customers through effective listening, patience, and professionalism.
Education
University of Manitoba
Winnipeg, MBSkills
- Proficient in Microsoft Office Suite
- Skilled in software-based scheduling solutions
- Proficient in CRM tools
- Typing proficiency of 45 WPM
- Adept at utilizing software solutions
- POS system implementation and optimization
Languages
English
Native or Bilingual
Bengali
Native or Bilingual
Hindi
Professional Working
Certification
- Google IT Support Professional Certificate, Coursera - Jan 2025 - present
- IBM IT Support Professional Certificate, Coursera - Dec 2024 - Present
Interests
- Coding and Programming
- Artificial Intelligence (AI) and Machine Learning
- Music
Timeline
Team Leader - Front of House
Chachi's Sandwich Bar
01.2023 - Current
Front Counter Staff Member
A&W® Restaurants
05.2022 - 12.2022
Team Lead – Department of Communications
Wega Stylewise (Pvt) Ltd.
01.2020 - 03.2021
Representative– Client Service & Scheduling
Grameen Phone Ltd
01.2019 - 11.2019
University of Manitoba
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