Madihah Ameen
Mississauga,Canada
Summary
Detail-oriented professional with over 15 years of experience in administrative, customer service, and HR functions. Expertise in managing high-volume client interactions and sensitive data while optimizing workflows for enhanced efficiency. Proficient in CRM systems, including Salesforce, with a strong focus on process improvement and team collaboration. Recognized for building strong client relationships and consistently achieving performance goals in fast-paced environments.
Overview
25
25
years of professional experience
Work History
Customer Service Agent
Sonnet Insurance
Toronto, Canada
11.2024 - 06.2025
- Supported clients with auto and home insurance inquiries in a high-volume environment, consistently delivering accurate and timely resolutions.
- Retained customers through empathy, active listening, and tailored solutions, building trust and loyalty.
- Managed sensitive data and confidential account information across multiple platforms including Salesforce CRM, Five9, Guidewire, and Sales Center.
- Investigated and resolved complex billing discrepancies, providing realistic timelines and following up to ensure satisfaction.
- Mentored and onboarded new employees through job shadowing and coaching, strengthening team performance.
- Contributed feedback on system enhancements and process updates to improve team efficiency.
Pensions Analyst
Fidelity Investments
Toronto, Canada
09.2006 - 09.2009
- Analyzed pension data, performed quality control checks, and ensured compliance with regulatory standards.
- Troubleshot and corrected calculation errors, protecting accuracy and client trust.
- Mentored junior staff, supporting their understanding of company policies and procedures.
- Collaborated across teams to enhance workflow efficiency and project outcomes.
Email Administrator
General Electric - Water & Process Technologies
Mississauga, Canada
03.2004 - 08.2006
- Managed high-volume email distribution for clients and internal teams, ensuring accurate and timely communications.
- Audited outputs for quality assurance, reducing potential errors and strengthening compliance.
- Oversaw credit and rebilling processes, streamlining transactions and improving client account management.
- Maintained detailed documentation to support audits and ensure procedural consistency.
Customer Service Representative
Sears Canada
Mississauga, Canada
07.2000 - 02.2004
- Delivered front-line customer service, resolving concerns and ensuring satisfaction.
- Trained and supported new employees in service standards and cashier responsibilities.
- Managed inventory and processed transactions efficiently.
- Consistently recognized for professionalism, courtesy, and reliability.
Education
Human Rersources Management Certificate
York University
Toronto06-2024
Bachelor of Commerce - Economics
University of Toronto
Mississauga01.2003
Skills
- Client-centered communication
- Data entry and case management
- Confidential documentation handling
- Team collaboration and process improvement
- Workflow optimization strategies
- Microsoft Office Suite proficiency
- Salesforce CRM expertise
- Five9 platform utilization
- Guidewire software knowledge
- Sales center operations management
- Time management techniques
- Pressure resilience and adaptability
Professional Development
- Human Resources Management Certificate, York University, Toronto, ON, 01/01/24
- Executive Council Member, Parent Teacher Council, 01/01/15 - Present, Coordinated events, managed budgets, and led volunteer initiatives., Strengthened school-community relationships through parent-teacher collaboration.
- Event Coordinator, Being Me Organization, 01/01/13 - 12/01/20, Planned community programs, managed logistics, and supported outreach initiatives.
Timeline
Customer Service Agent
Sonnet Insurance
11.2024 - 06.2025
Pensions Analyst
Fidelity Investments
09.2006 - 09.2009
Email Administrator
General Electric - Water & Process Technologies
03.2004 - 08.2006
Customer Service Representative
Sears Canada
07.2000 - 02.2004
Human Rersources Management Certificate
York University
Bachelor of Commerce - Economics
University of Toronto