MARINA QURESHI
Mississauga,ON
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Canpar Express
01.2021 - 02.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to the supervisor.
- Answered a constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Answered customer telephone calls promptly to avoid on-hold wait times and working under pressure. Handled over 60+ calls per day shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Educated customers about billing, payment processing and support policies and procedures.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction by 55% per week.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Using Canpar's software and other tools.
Customer Service and Office Assistant
LocoMobi World Inc.
01.2020 - 07.2020
- Promptly received and forwarded incoming communications, such as phone calls, emails and letters, to appropriate staff.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Processed incoming and outgoing mail and packages according to established procedures.
- Assisted with onboarding of new employees.
- Created and maintained detailed records of all office activities.
- Utilized office management software to record and track customer information.
- Coordinated and scheduled meetings and appointments.
- Creating, maintaining and entering data into databases within CRM system (ZOHO CRM).
- Heavily use JIRA system - creating troubleshooting tickets, analytical reports, etc.
- Love to learn something new and fast learner.
- Ability to time management and have excellent attendance.
- Coordinated travel arrangements for staff members.
Human Resource Coordinator /Administrative Assistant
LED Green Energy Canada
09.2016 - 06.2019
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Delivered friendly assistance with new hires throughout interviewing and hiring process.
- Maintained and scheduled complex calendars.
- Answered and redirected incoming phone calls for office.
- Assisted with meetings and presentations within company.
- Managed employee exit interviews and paperwork.
- Efficiently delivered personnel information to management for speedy corrective action.
- Screened applicant resumes and coordinated both phone and in-person interviews.
- Created and completed personnel action forms for hires, terminations, title changes and terminations.
- Organized new employee orientation schedules for new hires.
- Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
- Developed and implemented policies and procedures to use for recruitment, employee relations and benefits administration.
- Studied research and trends on best practices in HR field.
- Participated in recruitment and selection process for new hires.
- Checked references for potential candidates.
- Participated in job fairs to recruit new talent.
- Tracked various statistics and kept detailed records to support human resources department.
- Aided staff with employee performance review paperwork and documentation.
- Assisted with creating employee handbooks and manuals.
- Set up orientations and initial training for new employees.
- Ability to use HRIS (Workday, ADP, BambooHR, Gusto, SAP, Monday.com, Khono, Sage, items, etc.) and ATS (JazzHR, iCIMS, Bullhorn, etc). Maintain HR records simultaneously organizing data and documents.
- Schedule meetings, interviews on Teams or Zoom, and HR events, and maintain agendas.
- Keep up-to-date with latest HR trends and best practices. And Knowledge of HR policies and procedures.
- Resources environment required with majority of time spent in unionized environment. Working knowledge of collective agreements is required.
- In-depth working knowledge of HR-related legislation, including but not limited to Ontario Employment Standards Act (ESA); Occupational Health and Safety Act (OHSA), Ontario Human Rights Code (OHRC), Ontario Labour Relations Act (OLRA), JHSC, etc.
- Team player with excellent leadership skills, able to motivate others, negotiate effectively, and interact professionally with internal and external stakeholders.
- Analytical, with problem-identification and problem-solving capabilities.
- Ability to work/excel in fast-paced environment where attention to detail and effective multi-tasking is essential.
- Demonstrated competency in several aspects of HR (i.e. Succession planning, performance management, labour relations, coaching, etc.
Library Page
Sheridan College
07.2018 - 12.2018
- Organized library shelves, materials and equipment in clear, alphabetized order.
- Placed books on proper shelves when returned to circulation.
- Answered questions from patrons and helped to find desired materials.
- Located library materials, resources and technologies to fulfill patron requests.
- Answered patron questions in-person or by phone regarding library services and resources.
- Monitored library environments to maintain safe, hazard-free settings.
- Handled check-in and check-out process of library books and materials at circulation desk.
- Gained strong understanding of various methods for cataloging books and other materials.
- Set up computer and digital device access, providing assistance with use and operation.
- Collected fees, fines and donations for balanced library finances.
- Processed library card applications and maintained patron records with accurate contact information.
- Collected and processed fines on overdue library materials.
- Kept library shelves and printed materials well-stocked and organized according to established system.
- Catalogued and sorted books and library materials.
- Mitigated librarian workload by independently managing basic patron requests and locating materials.
- Processed customer fines and educated individual patrons on ways to minimize future charges.
Student Admission Representative
Sheridan College - Hazel McCallion Campus
09.2016 - 12.2018
- Supported students through admissions process by answering questions and assisting with forms.
- Explained admissions procedures and courses offered to potential students.
- Reviewed admissions applications to check students' eligibility for acceptance.
- Maximized enrollment by working closely with students and parents to boost conversion rates of prospective students to 82.5%.
- Led weekly campus tours to showcase campus features.
- Met prospective students, offered information and represented institution by attending on-campus events.
- Spoke to groups of prospective students about enrollment, institution benefits and features during information sessions.
- Collaborated with various departmental staff to organize activities, presentations and meetings for potential enrollees.
- Covering Welcome Desk with students' inquiries and setting up appointments in Sheridan College system.
- Executed office administrative functions such as Welcome Desk Triage (Clerk duties) and CRM data entry.
- Guiding prospective students with admission process to determine if program is fit for their educational needs.
- Communicate with prospective students via call campaigns, emails, and faxes regarding Program.
- Utilizing Sheridan's system (on Oracle and PeopleSoft, etc).
Education
License Certificate - Standard First Aid With Level C CPR & AED
St. John Ambulance Ontario
Mississauga2024
Certification - Human Resource Management
ELVTR
USA07.2021
Advanced Diploma - Business Administration - Marketing
Sheridan College - Pilion School of Business
Mississauga06.2021
Skills
- Computer Proficiency (Google Docs, SAP, Oracle, PeopleSoft, Microsoft Suite - Excel, Word, PPT, etc
- Customer Service
- Training Development Aptitude
- Call Center Operations
- CRM Software
- Managing Multiple Tasks
- Team Development
- Problem-Solving Ability
- Document and Records Management
- Active Listening
- Account Management
- Administrative support
Timeline
Customer Service Representative
Canpar Express
01.2021 - 02.2023
Customer Service and Office Assistant
LocoMobi World Inc.
01.2020 - 07.2020
Library Page
Sheridan College
07.2018 - 12.2018
Human Resource Coordinator /Administrative Assistant
LED Green Energy Canada
09.2016 - 06.2019
Student Admission Representative
Sheridan College - Hazel McCallion Campus
09.2016 - 12.2018
License Certificate - Standard First Aid With Level C CPR & AED
St. John Ambulance Ontario
Certification - Human Resource Management
ELVTR
Advanced Diploma - Business Administration - Marketing
Sheridan College - Pilion School of Business
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