Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Certification
Timeline
Generic

FATHIMA SANJEEDHA

Brampton,ON

Summary

Results-oriented technical support specialist with a strong background in customer service and HR recruitment. Committed to delivering effective solutions that enhance customer satisfaction and drive organizational success by recruiting top talent. Proven ability to quickly learn and apply new concepts in dynamic environments, resolve complex issues, and contribute to team growth and efficiency.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Product Support Specialist SME - QuickBooks Online

Arise Virtual Solutions, Inc.
12.2018 - 07.2024
  • Provided exceptional technical support to QuickBooks Online users via phone, email, and chat, addressing inquiries related to software functionality, troubleshooting, and account management
  • Achieved a 95% customer satisfaction rate by promptly resolving complex technical issues
  • Assisted users in navigating the QuickBooks Online platform, offering guidance on accounting processes, data entry, financial reporting and educated them
  • Managed a substantial daily volume of customer interactions, consistently meeting and surpassing established performance criteria, including first-call issue resolution and response time objectives
  • Orchestrated the smooth transition of financial data and records from QuickBooks Desktop (DT) to QuickBooks Online (QBO), ensuring a seamless migration to cloud-based accounting solutions
  • Additionally, facilitated escalations to the data service team as a final resource when necessary
  • Demonstrated a profound grasp of accounting principles to assist users in reconciling accounts and effectively guided them through various accounting tasks, including financial reporting, ledger management, and ensuring compliance with accounting standards
  • Completed extensive training in QuickBooks Online (QBO) Payroll, Payments, GoPayments, and QBOA, acquiring specialized expertise in these essential QuickBooks products to provide effective customer support
  • Showcased extensive knowledge and hands-on experience with QuickBooks Online Accountant (QBOA), effectively assisting accounting professionals and firms in optimizing workflows and client management
  • Collaborated with accountants and bookkeepers to troubleshoot and resolve complex issues related to QuickBooks Online (QBO), fostering efficient client collaboration
  • Specialized in QuickBooks Online (QBO) Payroll, with expertise in setting up payroll systems, managing prior payroll data, and addressing payroll tax payment issues, ensuring compliance and accuracy in employee compensation processes
  • Successfully addressed and resolved payroll tax payment issues for clients, including navigating complex tax codes, resolving discrepancies, and facilitating timely and accurate tax payments with internal tools
  • Created detailed investigations for client-facing issues, meticulously documenting the problem's scope and impact, and submitted them to the product team for review and resolution.

HR Recruiter

Bigbox IT Solutions INC
Brampton, Ontario
01.2017 - 07.2018
  • Developed and executed effective recruiting strategies to attract skilled applicants.
  • Managed the onboarding process for incoming hires, overseeing orientation and facilitating benefits enrollment.
  • Crafted compelling job descriptions to attract qualified candidates.
  • Source qualified candidates through online job boards, social media networks, and referrals.
  • Analyzed resumes and applications to determine if applicants met the necessary criteria for the role in terms of experience, skills, compensation preferences, and other relevant qualifications.
  • Conducted initial phone screens and coordinated interview schedules with hiring managers.
  • Interviewed job applicants to obtain information on work history, education or job skills.
  • Conducted reference checks and verified employment history for potential hires.
  • Effectively communicated with candidates about their job responsibilities, salary details, and the perks they can expect.

Education

Master of Business Administration – Human Resource -

Bachelor of Engineering – Electronics & Instrument -

Skills

  • Strong problem-solving abilities
  • Task prioritization, onboarding, employee relations, and problem-solving
  • Strong English communication, attention to detail, and analytical skills
  • Demonstrated ability to manage and prioritize high volumes of calls and customer interactions
  • Keen attention to detail
  • Exceptional time management and self-motivation
  • Extensive experience with Microsoft Office
  • Professional telephone demeanor
  • Online Chat Support, Remote support
  • CRM Software

Accomplishments

  • Certified QBO PRO-ADVISOR

Certification

  • IBM Certified Data Analyst

Timeline

Product Support Specialist SME - QuickBooks Online

Arise Virtual Solutions, Inc.
12.2018 - 07.2024

HR Recruiter

Bigbox IT Solutions INC
01.2017 - 07.2018

Master of Business Administration – Human Resource -

Bachelor of Engineering – Electronics & Instrument -

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FATHIMA SANJEEDHA