Hana Khan
Mississauga,ON
Summary
Dynamic and hardworking professional with a proven track record at the University of Toronto Mississauga’s Students Union, enhancing student engagement and increasing campus group registrations. Skilled in event planning and customer relations. Excels in team leadership and problem-solving, significantly surpassing company goals through effective project management and interpersonal skills.
Overview
7
7
years of professional experience
Work History
Campus Groups Coordinator
University of Toronto Mississauga's Students Union
2022.04 - 2024.07
- Acted as the first point of contact for over 120 student-led campus groups
- Promptly responded to inquiries and requests from students, university admin, and external parties
- Created and maintained campus group database including their financial status
- Increased student and campus group engagement after returning from COVID lockdowns.
- Creates marketing strategies to increase student engagement with campus groups and collaboration between UTMSU and groups.
- Increased number of campus groups registering with the union between 2022/2023 to 2023/2024
- Bolstered student retention by creating and offering unique discount options and inspiring interest in getting involved
- Created and implemented new processes for registration with the union
- Developed highly empathetic client relationships with students and colleagues
- Designed and implemented training programs on a continuous basis for students and other professionals, including auditing, budgeting, team building, conflict resolution, anti-oppression.
- Responded proactively and positively to issues and changes arising on campus and with the union
Member Services Staff
University of Toronto Mississauga’s Students Union
2021.09 - 2022.04
- Maintained a working knowledge of UTM and UTMSU policies and procedures, providing information to students about insurance, general campus knowledge, etc.
- Learned and maintained an in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Helped 30 - 70 students and customers daily with a positive attitude and focus on customer satisfaction.
Customer Experience Representative
Chapters
2017.09 - 2019.11
- Utilized telephone and in-person interactions to deliver outstanding customer service.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Documented customer interactions in internal database to maintain customer service history details.
- Maintained extensive knowledge of company products to recommend items that aligned with customer needs.
- Resolved customers’ issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
Customer Relations Intern
Fundserv
2019.05 - 2019.08
- Assisted Customer Relations department in updating all member contacts and account information through Salesforce.
- Surpassed company goal and record in number of updates done over the summer
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Completed data entry tasks with accuracy and efficiency.
Education
Master of Arts - Counselling Psychology
Yorkville University
05.2027
Bachelor of Arts - Sociology And Criminology
University of Toronto
05.2022
Skills
- Over 2 years of non-profit/administration
- Over 2 years of customer relations/service
- Event Planning and Coordination
- Staff Supervision and Management
- Data Entry
- Familiar with Salesforce
- Project Management
- Proficient with Microsoft Office, Google Suit and Zoom
- Emergency First Aid – CPR C – AED
- Sexual Violence Prevention and Response
Languages
English
Native or Bilingual
Urdu
Professional Working
Volunteer Experience
Staff Writer, The Medium
Sept 2020 – April 2022
- Consistently wrote and published high-quality articles on a weekly basis for the university newspaper.
- Conducted insightful interviews with a diverse range of professionals, health experts, schools, and others to provide a well-rounded perspective.
- Launched original article topics and actively contributed to the editorial process.
- Collaborated with a diverse team of editors and interviewees throughout the writing and editing process.
Peer Support Volunteer, University of Toronto Mississauga Students Union x Stella’s Place
Sept 2020 – April 2022
- Delivered peer-to-peer assistance to students by engaging in active listening and sharing personal/lived experiences relating to mental health.
- Conducted comprehensive assessments of student concerns.
- Worked collaboratively with Stella’s Place professionals in training and debrief sessions to ensure cohesive approach to mental health support.
Marketing and Logistics Director, UTM English and Drama Students Society
Sept 2020 – April 2022
- Strategically created and implemented a comprehensive marketing plan to enhance visibility and engagement.
- Designed logos and social media graphics to establish a cohesive brand identity.
- Conducted interviews with associates and graphic designers for team recruitment.
- Collaborated with executives and team members to discuss marketing strategy.
Timeline
Campus Groups Coordinator
University of Toronto Mississauga's Students Union
2022.04 - 2024.07
Member Services Staff
University of Toronto Mississauga’s Students Union
2021.09 - 2022.04
Customer Relations Intern
Fundserv
2019.05 - 2019.08
Customer Experience Representative
Chapters
2017.09 - 2019.11
Master of Arts - Counselling Psychology
Yorkville University
Bachelor of Arts - Sociology And Criminology
University of Toronto
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