Firoza Khan
Vancouver
Summary
A dedicated and compassionate professional adept at providing exceptional client service in fast-paced, high-demand environments. Proficient in managing various operations in an office-centered environment and in open client facing situations, including scheduling appointments, building rapports with clients, handling multi-line phone systems, emails and processing transactions with accuracy and efficiency. Skilled in maintaining a calm and welcoming atmosphere for clients, demonstrating strong interpersonal communication and problem-solving abilities. Committed to fostering positive client relationships and enhancing the overall experience through empathy, attention to detail, and a passion for helping others.
Overview
10
10
years of professional experience
Work History
Customer Relations
Built With Science
09.2021 - 08.2023
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Account Manager
Caro Analytical Services
07.2022 - 07.2023
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Met with clients to build and strengthen long-lasting client relationships based on project knowledge, accurate price quotes and tailored services.
- Educated clients on scientific knowledge and new services offered to increase customer engagement.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Liaised with various departments within my company such as logistics and the laboratory to ensure client requests and needs are met accordingly.
- Worked alongside the sales department to ensure clients prices are negotiated and followed through appropriately.
Client Service Scientist
Caro Analytical Services
02.2021 - 07.2022
- Responding to client inquires and communication with clients and our sales team.
- Sample handling and preparation.
- Communication with operations regarding analytical requirements as well as ensure instructions are clear within our laboratory software.
- Following up on data verification/chain of custody discrepancies with clients.
- Participated in team meetings and training sessions to stay informed about updates and changes within the laboratory.
- Maintained documentation on tests performed in lab.
- Trained new laboratory personnel to apply proper laboratory pre-check techniques and best practices for samples before testing.
- Liaised with Account Managers regarding any sample issues/discrepancies that need further escalation.
- Using laboratory software, Outlook and Teams for communication.
Stylist
BonLook
01.2020 - 04.2020
- Filed claims with vision and medical insurance companies to garner payment for optical services.
- Suggested optional items such as lens coatings and lightweight lenses to improve patient experience with eyeglasses.
- Set up attractive displays, shared current promotions, and offered excellent customer service to increase satisfaction.
- Measured patients' faces for bridge, eye size, and temple length to select comfortable frames.
- Monitored current trends to understand fashions and better serve customer needs.
Travel Consultant
Flight Centre Travel Group
10.2019 - 12.2019
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Handled sensitive information with professionalism and discretion.
- Organized trips for individual, family and business travelers.
- Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
Sales Associate (X-mas Temp)
Marks & Spencer
12.2018 - 01.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Informed customers about special promotions and provided detailed information for various products.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
Sales Associate
Office
10.2016 - 02.2018
- Operated cash register to process payments and provided receipts to establish proof of transaction.
- Serviced multiple customers at once, multi-tasked and enthusiastically handled special projects.
- Selected, recommended, and helped obtain or locate merchandise based on customer desires and needs.
- Organized store merchandise racks by size, style, and color to maintain clean, visually-appealing showroom.
- Studied customer buying trends, demands and preferences to determine fast-selling items.
Healthcare + Skin Therapist
Regis Beauty
09.2013 - 09.2015
- Delivered unprecedented service to clients through personalized consultations, making experience unique for each client.
- Analyzed skin condition and made appropriate product recommendations.
Education
Bachelor of Science - Biomedical Science
Brunel University
08.2018
Associate of Science - Diploma of Science
Havering College of Further & Higher Education
07.2015
Skills
- Customer Service
- Empathy and understanding
- Time Management
- Payment Processing
- Client and Department Liaising
- Excellent Verbal and Written Communication
- Product Knowledge and Service Sales
- Critical Thinking
- Leadership
- Outlook/Teams/Apple iOS proficient
- Troubleshooting
Timeline
Account Manager
Caro Analytical Services
07.2022 - 07.2023
Customer Relations
Built With Science
09.2021 - 08.2023
Client Service Scientist
Caro Analytical Services
02.2021 - 07.2022
Stylist
BonLook
01.2020 - 04.2020
Travel Consultant
Flight Centre Travel Group
10.2019 - 12.2019
Sales Associate (X-mas Temp)
Marks & Spencer
12.2018 - 01.2019
Sales Associate
Office
10.2016 - 02.2018
Healthcare + Skin Therapist
Regis Beauty
09.2013 - 09.2015
Bachelor of Science - Biomedical Science
Brunel University
Associate of Science - Diploma of Science
Havering College of Further & Higher Education
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