Maiwand Ulhaq
Toronto,ON
Summary
I am a dedicated and results-driven professional with a background in Human Resources. With a Bachelor's degree in Business with Honors in Human Resources Management, I have a solid foundation in key HR principles. Personal academic journey at the Ted Rogers School of Management, Ryerson University, included coursework in Recruitment and Selection, Organizational Theory and Design, and Change Management.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
24-7 In-touch
2021.10 - Current
- Provided accurate and appropriate information in response to customer inquiries
- Handled 12 + calls per hour exceeding the requirement by 20%
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Achieved a weekly average of 94% satisfaction rating by customers averaging above the job standard of 86%.
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Implemented new call scripting strategy resulting in a 20% reduction in average call handling time, while still maintaining excellent quality.
Manager Trainee
Enterprise
2019.12 - 2020.02
- Worked closely with customers to make sure they understood their responsibilities
- Responsible for inspecting vehicles when they left with clients and when the vehicles were returned
- Led a team training initiative focused on enhancing customer service skills, leading to a 12% decrease in customer complaints over 2 months
- Handled customer disputes and tried to maintain customer confidence in the company
- Ranked top 5 for 2 months in the GTA district for ]the Manager Trainee Matrix.
- Introduced enhancements to streamline organizational processes, foster a positive corporate culture, refine procedures for increased efficiency, and contribute to the company's evolution and expansion
Program Facilitator
Malvern Family Resource Centre
2019.12 - 2020.01
- Manage attendance, activity planning, accounting and personal reports and records for the Head Office and agencies
- Set educational standards and goals, and help establish policies, procedures and programs to carry them out
- Oversaw the creation of an extensive resource database that enhanced accessibility and effectiveness in matching families with necessary services, leading to a 35% decrease in response time.
- Advocated for program participants in the resource center, outlining cases and needs to program executives.
- Facilitated dialogue between participants, family and program workers to provide best possible program and individualized program.
Pharmacy Associate
Walmart Canada
2018.06 - 2018.09
- Provided elevated customer service experience to generate a loyal clientele
- Kept records of in stock and out of stock inventory to ensure a well-managed and organized department
- Interacted with individuals to gather details regarding prescriptions and health conditions, or facilitated appointments with pharmacists.
- Maintained a 95% or higher customer satisfaction rating through post-purchase surveys, demonstrating outstanding customer service skills.
- Responsible for cashier desk by processing cash and credit payments rapidly and accurately
- Assisted in bagging and organizing medical supplies and records in a careful, confidential and responsible manner.
Education
Pre-Health Sciences Pathway To Certificates - Pre-Health Sciences Pathway To Certificates
Centennial College
Toronto, ON06.2022
Business in Commerce (B. Com) Honors - Human Resources Management
Ted Rogers School of Management, Ryerson University
Toronto, ON06.2019
Skills
- Consultative Sales
- Scheduling
- Account Updating
- Appointment Scheduling
- Paperwork Processing
- Training Development Aptitude
- Report Creation
- Customer Service
- Staff Training
- Filing
Volunteer Experience
Toronto community Housing, Toronto, ON, 08/2020 - Present
- Helped out by assisting, organizing and executing multiple events for the community, Helped run the food bank, Helped run the breakfast club, Prepare promotional material for outreach and awareness of community resources
Ryerson Human Student Association, Toronto, ON, 09/2018 - 03/2019
- Ensure the success of North Americas largest student run HR Conference, increased attendance by 15%, Developed corporate relationships with existing sponsors and increased funding by engaging 5 new sponsors, Brought in industry professionals from top companies to do effective workshops on various HR topics, Designed and executed content, communications and marketing strategies and project plans
Timeline
Customer Service Representative
24-7 In-touch
2021.10 - Current
Manager Trainee
Enterprise
2019.12 - 2020.02
Program Facilitator
Malvern Family Resource Centre
2019.12 - 2020.01
Pharmacy Associate
Walmart Canada
2018.06 - 2018.09
Pre-Health Sciences Pathway To Certificates - Pre-Health Sciences Pathway To Certificates
Centennial College
Business in Commerce (B. Com) Honors - Human Resources Management
Ted Rogers School of Management, Ryerson University
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