Lubna T
Milton,ON
Summary
Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.
Overview
25
25
years of professional experience
Work History
Client Service Representative
Arise Virtual Solutions
11.2018 - Current
- Present and sell company products and services to new and existing customers
- Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
- Engaged in conversation with customers to understand needs, and resolve HVAC-related service issues.
- Demonstrated excellent listening skills and empathy towards customers' needs and concerns.
- Updated databases with new and modified customer data.
- Participated in training sessions and workshops related to customer service best practices.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
Quality Assurance Assistant
Canadian Institute for Health Information
01.2012 - 01.2014
- Provides direct client support activities to ensure effective participation in CJRR (i.e
- Interpretation of CJRR MDS data elements, validation rules, file submission error reports, registering clients transitioning from paper to web, provide an overview of web tool etc
- Monitor inbox for file submission reports and other CJRR related enquiries, respond to client’s general questions about web submission or file submission issues/queries, direct all other request to the appropriate respondent
- Review vendor testing files, provide results to vendor support, track vendor and facility test results in a tracking sheet
- Liaison with the IT ops and vendor support to resolve any file processing issues
- Participate in User Acceptance Testing (UAT) for CJRR system changes and implementations, i.e
- CJRR Live Production, Hospital Testing system, Vendor Testing system, and operational reports
- Provide support to clients for eDSS & CDDS related queries
- Maintain and update CJRR contacts and groups in CRM, monitor incoming CJRR web user access requests in CJRR mailbox and re-direct them to CCS for appropriate action
- Attend CJRR/ITS meeting regularly, report system bugs or issues to ITS and create incident ticket
- Participated in design reviews to provide input on functionality, reliability, maintainability, usability, scalability, security.
- Assisted in troubleshooting production problems using available tools such as logs analysis, debugging techniques.
- Produced supporting reports and documentation to help development team members complete project work.
- Created and executed manual and automated test cases to ensure software quality.
- Created and maintained database of common and known testing defects.
- Resolved customer issues by establishing workarounds and solutions to debug and create defect fixes.
Client Support Assistant
Canadian Institute for Health Information
01.2008 - 01.2011
- Provides direct client support activities to ensure effective participation in CJRR (i.e
- Interpretation of CJRR MDS data elements, validation rules, file submission error reports, registering clients transitioning from paper to web, provide an overview of web tool etc
- Monitor inbox for file submission reports and other CJRR related enquiries, respond to client’s general questions about web submission or file submission issues/queries, direct all other request to the appropriate respondent
- Review vendor testing files, provide results to vendor support, track vendor and facility test results in a tracking sheet
- Liaison with the IT ops and vendor support to resolve any file processing issues
- Participate in User Acceptance Testing (UAT) for CJRR system changes and implementations, i.e
- CJRR Live Production, Hospital Testing system, Vendor Testing system, and operational reports
- Provide support to clients for eDSS & CDDS related queries
- Maintain and update CJRR contacts and groups in CRM, monitor incoming CJRR web user access requests in CJRR mailbox and re-direct them to CCS for appropriate action
- Attend CJRR/ITS meeting regularly, report system bugs or issues to ITS and create incident ticket
- Perform other tasks as assigned by Program Lead.
Data Entry Clerk
Canadian Institute for Health Information
01.2005 - 01.2007
- Provides direct client support activities to ensure effective participation in CJRR (i.e
- Interpretation of CJRR MDS data elements, validation rules, file submission error reports, registering clients transitioning from paper to web, provide an overview of web tool etc
- Monitor inbox for file submission reports and other CJRR related enquiries, respond to client’s general questions about web submission or file submission issues/queries, direct all other request to the appropriate respondent
- Review vendor testing files, provide results to vendor support, track vendor and facility test results in a tracking sheet
- Liaison with the IT ops and vendor support to resolve any file processing issues
- Participate in User Acceptance Testing (UAT) for CJRR system changes and implementations, i.e
- CJRR Live Production, Hospital Testing system, Vendor Testing system, and operational reports
- Provide support to clients for eDSS & CDDS related queries
- Maintain and update CJRR contacts and groups in CRM, monitor incoming CJRR web user access requests in CJRR mailbox and re-direct them to CCS for appropriate action
- Attend CJRR/ITS meeting regularly, report system bugs or issues to ITS and create incident ticket
- Perform other tasks as assigned by Program Lead.
Administrative Support Clerk (Co-Op)
Toronto Transit Commission (Purchasing & Sales Department)
10.2004 - 12.2004
Portfolio Manager/ Client Service Representative
Sun Consulting Private Ltd, Karachi
01.1999 - 01.2001
Internship
Lever Brother Pakistan Ltd
01.1998
Education
Masters of Business Administration -
Preston University, Karachi
01.1999
Bachelor of Commerce -
University of Karachi, Pakistan
01.1995
Skills
- Client Needs Assessment
- Planning and analyzing
- Quality assurance
- Contact and Group management in CRM
- Database Management
- Information Security
- Office Administration
- Business Correspondence
- Documentation and Reporting
- Database Entry
- Microsoft Office
- Data Analysis and Research
Tel
(905) 875-0242
Summary Of Qualification
Several years working experience providing direct client support, performing data entry and verification. I have been out of work for several years because of personal and family reasons but prior to that I work for several years at Canadian Institute for Health Information, where my key role was to handle data quality issues, perform data verification and follow-up on missing data elements. As a Client Support my primary role was to register new clients for web tool, facilitate file submission processes, monitor submission reports and contact clients for error corrections, prepare and develop operational support documentations and maintain CJRR contact/groups in CRM.
Personal Information
Typing Speed: Average 50 WPM
Timeline
Client Service Representative
Arise Virtual Solutions
11.2018 - Current
Quality Assurance Assistant
Canadian Institute for Health Information
01.2012 - 01.2014
Client Support Assistant
Canadian Institute for Health Information
01.2008 - 01.2011
Data Entry Clerk
Canadian Institute for Health Information
01.2005 - 01.2007
Administrative Support Clerk (Co-Op)
Toronto Transit Commission (Purchasing & Sales Department)
10.2004 - 12.2004
Portfolio Manager/ Client Service Representative
Sun Consulting Private Ltd, Karachi
01.1999 - 01.2001
Internship
Lever Brother Pakistan Ltd
01.1998
Masters of Business Administration -
Preston University, Karachi
Bachelor of Commerce -
University of Karachi, Pakistan
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