Heena
Brampton,ON
Summary
Dedicated and personable Customer Service Representative with 8 years of experience delivering high-quality support in fast-paced environments. Skilled in handling customer inquiries, resolving complaints, and ensuring client satisfaction across phone, email, and chat channels. Proven ability to maintain composure under pressure, meet performance targets, and build strong customer relationships.
Overview
10
10
years of professional experience
Work History
Dispatcher
Sniper Logistics Ltd.
03.2021 - Current
- Monitored real-time GPS tracking systems to ensure timely delivery and route efficiency.
- Maintained accurate records of shipments, delivery times, driver logs, and incident reports.
- Used transportation management systems (TMS) and dispatch software to schedule and track shipments.
- Ensured compliance with safety regulations and internal protocols for all outbound and inbound freight.
- Engage with clients on upcoming projects and dedicated lanes.
- Resolved logistical challenges such as delays, cancellations, and reroutes by proactively coordinating with carriers and clients.
- Analyzed route performance and delivery times to recommend improvements in fleet operations.
- Managed load planning and optimized truck capacity to reduce costs and improve delivery efficiency.
- Collaborated with the operations and warehouse teams to streamline dispatch processes and improve workflow.
Customer Service Representative
Coffee Time Bake Shop
04.2020 - 06.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained records of transactions and sales by the end of the day.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Restaurant Hostess
Denny's
12.2019 - 03.2020
- Managed guest expectations by relaying information regarding hours, wait times and specials.
- Answered telephone to provide dining information and take party reservations.
- Supported serving staff, food runners and bussers to keep dining room presentable and ready for guests.
- Monitored dining area to assess server capacity and estimate wait times.
- Communicated with event coordinators to verify appropriate and adequate accommodations for larger parties.
Customer Service Representative
Paramount Fine Foods
08.2019 - 11.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Escalated customer concerns, store issues and inventory requirements to supervisors.
- Answered customer questions and addressed concerns.
Assistant Fashion Designer
KOVET
09.2018 - 02.2019
- Conferred with clients to understand design needs and provide feedback on presented ideas.
- Performed extensive market trend research to understand competitive opportunities.
- Inspected fabric and end products for possible tears and reported discrepancies to designer immediately.
- Worked with existing and new customers on new ideas, concepts and designs.
- Assisted in creating mood and trend boards for reference purposes.
Event Coordinator
Basant Restaurant
01.2016 - 06.2017
- Managed administrative logistics of events planning, including contract signing, fee collection, event booking and event promotions
- Boosted client satisfaction through administration of on-site service requests and effective management of event logistics.
- Trained customer service, marketing and sales teams for events.
Education
Hospitality And Tourism Management
Humber Institute Of Technology And Advanced Learni
3 2021
Event Management
Humber Institute Of Technology And Advanced Learning
Toronto, ON3 2020
Diploma - Fashion Designing
JD Institute Of Fashion Technology
7 2018
Bachelor's Degree - Commerce, Accounting & Finance
Punjab University
4 2017
Skills
- Event networking
- Sale expertise
- Strategic planning
- Budgeting
- Administrative
- Decision-making
- Data entry
- Budgeting
- Customer satisfaction
- Organization
- Customer service
Languages
English
Timeline
Dispatcher
Sniper Logistics Ltd.
03.2021 - Current
Customer Service Representative
Coffee Time Bake Shop
04.2020 - 06.2020
Restaurant Hostess
Denny's
12.2019 - 03.2020
Customer Service Representative
Paramount Fine Foods
08.2019 - 11.2019
Assistant Fashion Designer
KOVET
09.2018 - 02.2019
Event Coordinator
Basant Restaurant
01.2016 - 06.2017
Event Management
Humber Institute Of Technology And Advanced Learning
Diploma - Fashion Designing
JD Institute Of Fashion Technology
Bachelor's Degree - Commerce, Accounting & Finance
Punjab University
Hospitality And Tourism Management
Humber Institute Of Technology And Advanced Learni
Education and Training
other,true,other
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