Summary
Overview
Work History
Education
Skills
Timeline
Generic

Irma Ahmed

Richmond Hill,ON

Summary

Dedicated Administrative Assistant/Customer Service with excellent 12 year experience in industry. Maintains professional appearance and demeanor and expertly completes assigned tasks with focus on quality. Dependable and quick-learning team player with effective communication and organization skills. Accurate when entering information in Bookkeeping and keeping organized filing systems.

Overview

13
13
years of professional experience

Work History

Baggage Claims Coordinator

Sunwing Airlines
Toronto, ON
09.2024 - 05.2025
  • Used systems as in Salesforce, TTC, EOPS, Airline Choice for better Customer Service and communications with passengers
  • Delivered High levels of customer service while managing sensitive situations with empathy and efficiency.
  • Handled Baggage Claims related to delayed, lost and damaged baggage with timely and consistent communication with written, electronically or verbally.
  • Reviewed and approved claims in accordance with Airline policy and submitting them to the Finance department for processing.
  • Investigated baggage claims internally and externally and resolved issues by coordinating with various departments of different airports, vendors, and service providers.
  • Ensure passengers complaints receive frequent communications with status updates.
  • Respond to written or telephone inquiries, updating travel agents and customers on the status of their concerns, and provide consultation as appropriate on policy inquiries.

Administrative Assistant/Bookkeeping (Part-time)

Re/max Realty Services Inc.
02.2013 - Current
  • Generate monthly, quarterly and annual financial statements and reports detailing paid and unpaid invoices and other accounts receivable activity
  • Responsible for all financial system including monthly account reconciliation, paying of bills, assuring the collection of commissions, track and monitor payments & obligations, generating expense reports
  • Updating website(s) and electronic portals i.e Facebook to ensure content is up-to-date and enter new listing information in database
  • Maintain and manage client database with details of deals, contracts and payments
  • Continue to build stronger relationships with all referral sources, past/future clients in order to maximize client & customer satisfaction rating
  • Provided clients with information on their application statuses over the phone or in person.
  • Processed credit card payments and reconciled credit card statements for accuracy in accounting process.
  • Verified items billed against items ordered and reconciled differences through follow-up with vendor.
  • Assisted with year-end closing procedures, ensuring all adjustments were recorded accurately before finalizing annual financial statements.
  • Strengthened financial operations by conducting bank reconciliations and financial reporting.
  • Maintained clean and organized files by keeping accounts payable records up-to-date.
  • Assisted management with annual expense plans to strategically track income or revenue.

Cabins Customer Service

Air Canada, Lester B. Pearson International Airport
07.2023 - 05.2024
  • Collaborated with team members to improve overall response times and service quality.
  • Demonstrated adaptability by quickly adjusting to changing work schedules due to unpredictable flight delays or cancellations.
  • Promoted positive image of Air Canada aircraft with professional appearance and interactions during cabin inspections.
  • Inspected aircraft for cracks, metal fatigue and other signs of wear or damage.
  • Collaborated effectively with cross-functional teams such as ground crew, maintenance staff, and flight attendants to prepare aircrafts for departure swiftly.
  • Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
  • Produced and shared customer service reports to support management decision-making.
  • Utilized strong attention-to-detail skills when reviewing passenger documents for accuracy before issuing boarding passes.
  • Adapted communication style based on each individual's needs, providing clear instructions for non-native English speakers or those requiring additional support.
  • Applied effective time management techniques to meet aircraft ground time
  • Assisted customers in navigating the company website or mobile app for self-service options when applicable

Medical Office Assistant

Pulse Urgent Care
03.2023 - 06.2023
  • Schedule appointments based on doctor availability
  • Call patients to remind them of upcoming appointments and schedule off-site services
  • Submitted patient statements and medical billing to insurance companies.
  • Kept medical office supplies adequately stocked by anticipating inventory needs, placing orders and monitoring office equipment.
  • Used ACCURRO EMR to maintain and update patients medical records.
  • Increased patient retention through proactive follow-up calls and appointment reminders.
  • Facilitated patient flow by effectively managing appointments, walk-ins, and cancellations.
  • Protected patients' rights by maintaining confidentiality of medical, personal, and financial information.
  • Sanitized, restocked, and organized exam rooms and medical equipment.
  • Performed various administrative tasks by filing, copying and faxing documents.

COMMUNICATION / RECEPTIONIST

Midwest Stargate Truck & Trailers
09.2012 - 10.2012
  • Handled multi-line phone system, relayed messages, transferred calls to appropriate personnel
  • Typed estimates/quotations on MS Excel detailing repair and damage of clients trucks or trailers
  • Invoiced approved repair estimates in EMDECS and sent to clients address
  • Utilized MS Outlook to send professional correspondence to colleagues and customers.
  • Assisted in the planning of office events and meetings, ensuring smooth execution and positive outcomes.
  • Handled cash transactions and maintained sales and payments records accurately.
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
  • Routed incoming mail and messages to relevant personnel without delay.

Education

Masters in Business Administration - Human Resources Management

University of Karachi
2009

Bachelors of Commerce -

College
2006

High School Diploma -

DHA Degree College
2001

Skills

  • Language fluency: Urdu, Hindi, Punjabi
  • Outlook proficiency
  • Typing speed
  • Customer service skills
  • Office operations management
  • Microsoft Office Suite proficiency
  • Self-motivated individual
  • Teamwork and collaboration
  • Friendly, positive attitude
  • Patience and composure
  • Detail-oriented mindset
  • Punctual and reliable worker
  • Multitasking capability
  • Data entry proficiency
  • Electronic record keeping
  • Confidentiality standards compliance

Timeline

Baggage Claims Coordinator

Sunwing Airlines
09.2024 - 05.2025

Cabins Customer Service

Air Canada, Lester B. Pearson International Airport
07.2023 - 05.2024

Medical Office Assistant

Pulse Urgent Care
03.2023 - 06.2023

Administrative Assistant/Bookkeeping (Part-time)

Re/max Realty Services Inc.
02.2013 - Current

COMMUNICATION / RECEPTIONIST

Midwest Stargate Truck & Trailers
09.2012 - 10.2012

Bachelors of Commerce -

College

High School Diploma -

DHA Degree College

Masters in Business Administration - Human Resources Management

University of Karachi

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Irma Ahmed