LAILA MOHAMMED
Winnipeg,MB
Summary
• Advanced level of proficiency in Microsoft office (Word, Excel, Power Point and Outlook), and computerized calendars.
• Excellent verbal, typing skills and positive interpersonal skills, with an ability to interact effectively with people from diverse backgrounds.
• Strong written communication skills with experience in preparing, editing and formatting business correspondence.
• Extensive experience as a corporate customer service representative.
• Excellent experience performing surveys and interviews for clients.
• Thorough knowledge of effective and appropriate research techniques and strategies.
• Highly skilled with maintaining interview participant confidentiality.
• Proficiency in data entry software and tools.
Overview
8
8
years of professional experience
Work History
Technical Support Representative
Kelly Connect
02.2023 - Current
- Used established processes to determine customer needs and promoted appropriate products to potential and existing customers.
- Translated complex technical issues into digestible language for non-technical users.
- Responded promptly to incoming sales leads and requests for technical support.
- Managed high levels of call flow and responded to technical support needs.
- Configured and tested new software and hardware.
- Assisted with updating technical support best practices for use by team.
- Responded to inbound calls and emailed customers with feedback on information requested.
- Installed and configured operating systems and applications.
- Developed and implemented preventive maintenance procedures.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
Data Analyst
TELUS
09.2021 - 01.2023
- Collaborated with team members to complete large-scale data entry projects in a timely manner.
- Analyzed existing data sources to develop accurate and insightful reports.
- Performed thorough audits of existing databases to identify discrepancies and rectify inaccuracies as necessary.
- Maintained high levels of productivity by accurately entering over 500 records per day.
- Leveraged expertise in Microsoft Office Suite tools such as Excel and Access to optimize workflow procedures and increase overall productivity levels.
- Utilized data visualization tools to effectively communicate business insights.
- Evaluated the effectiveness of marketing campaigns using A/B testing methodologies, optimizing strategies for higher ROI.
RECEPTIONIST
GCI NETWORKS
01.2021 - 05.2022
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Responded to inquiries from callers seeking information.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Corresponded with clients through email, telephone, or postal mail.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
Customer Service Rep/ Technical Support
HGS
01.2021 - 08.2021
- Answering incoming calls from customers.
- Conduct research to provide answers for customers to resolve their issues.
- Improved customer experience by answering questions, providing adequate response to concerns and requests
- Educated customers on product features, services and packages offered
- Provided attentive, courteous and efficient customer service to ensure company reliability.
- Walking customers through basic troubleshooting or setup processes.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated leadership skills in managing projects from concept to completion.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Learned and adapted quickly to new technology and software applications.
Customer Service Representative
24-7 Intouch
02.2018 - 08.2020
- Educated customers about service values versus competitors
- Accurately kept track of daily sales report
- Arranged and handled conference calls and meetings
- Received calls from clients making enquiries and was always of tremendous assistance to them
- Managed over 50 customer calls per day.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Delivered prompt service to prioritize customer needs.
Fragrance consultant and Cashier
Sephora
08.2016 - 01.2017
- Arranging fragrances in an orderly manner and restocking the linear on the wall with different fragrances
- Sold and made sample fragrances for clients
- Ringing up clients purchases
- Recording and keeping accurate store records
- Answering phone calls to book clients for makeovers or search for any item they desired to purchase
- Multitasked by helping and providing clients with skincare and colour information and recommendation
- Developed a personalized experience with various clients by building and solidifying an important client relationship.
Education
High School Diploma -
CALEB INTERNATIONAL COLLEGE
BACHELOR OF SCIENCE - PSYCHOLOGY
University of Winnipeg
Winnipeg, MBSkills
- DETAIL-ORIENTED
- GOAL-ORIENTED
- MULTITASKING
- COLLABORATION
- FACILITATION
- CREATIVE & CRITICAL THINKING
- EFFECTIVE COMMUNICATION
- PYTHON PROGRAMMING
- SQL
- ANALYTICAL PROBLEM SOLVING
- REPORT WRITING
- PROJECT MANAGEMENT
Languages
English
Native or Bilingual
Timeline
Technical Support Representative
Kelly Connect
02.2023 - Current
Data Analyst
TELUS
09.2021 - 01.2023
RECEPTIONIST
GCI NETWORKS
01.2021 - 05.2022
Customer Service Rep/ Technical Support
HGS
01.2021 - 08.2021
Customer Service Representative
24-7 Intouch
02.2018 - 08.2020
Fragrance consultant and Cashier
Sephora
08.2016 - 01.2017
High School Diploma -
CALEB INTERNATIONAL COLLEGE
BACHELOR OF SCIENCE - PSYCHOLOGY
University of Winnipeg
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