MONIKA SHARMA
Brampton,ON
Summary
Seeking a challenging role in a dynamic organization to contribute effectively to customer happiness and organizational success with the communication skills and problem-solving abilities
Overview
15
15
years of professional experience
1
1
Certification
Work History
Mortgage Agent
Mortgage Financial Hub
06.2023 - Current
- Excellent knowledge of mortgage products such as fixed-rate mortgages, variable-rate mortgages, HELOC, LOC
- Thorough understanding of mortgage regulations, ensuring compliance with all legal requirements
- Experience in processing mortgage applications, including collecting financial documents, verifying income, conducting credit checks, and assessing risk factors
- Skilled in building and maintaining relationships with clients, providing personalized guidance throughout mortgage process, and addressing any concerns or questions
- Strong negotiation skills to secure competitive interest rates and terms for clients while maintaining profitability for lending institution
- Ability to analyze financial statements, credit reports, and other relevant documents to assess borrower eligibility and determine loan affordability
- Excellent verbal and written communication skills to explain complex mortgage concepts clearly to clients, collaborate with lenders and underwriters, and prepare comprehensive reports
- Familiarity with mortgage software and tools such as Filogix and Microsoft Office Suite to streamline loan processing and documentation
- Proven ability to identify issues during mortgage application process and implement effective solutions to ensure timely loan approvals and closings
- Strong organizational and time management skills to prioritize tasks, meet deadlines, and handle multiple loan applications simultaneously.
Invoice Adjustment Agent
Federal Express, FedEx
11.2022 - 06.2023
- Ability to review invoices and identify discrepancies, ensuring accuracy in adjustments and calculations
- Proficient in analyzing billing data, investigating invoice discrepancies, and determining root causes of billing errors
- Experience using billing software and systems to process adjustments, track changes, and maintain accurate billing records
- Excellent verbal and written communication skills to interact with customers, vendors, and internal teams regarding invoice adjustments, resolving disputes, and providing explanations as needed
- Strong customer service orientation to handle inquiries and complaints related to billing adjustments promptly and professionally, ensuring customer satisfaction
- Ability to troubleshoot billing issues, collaborate with cross-functional teams, and implement solutions to prevent recurring billing errors
- Comfortable working with numbers, performing calculations, and reconciling accounts to ensure accurate adjustments and financial records.
Senior Customer Service Representative
Federal Express, FedEx
06.2015 - 11.2022
- Acted as point of contact for escalated customer inquiries, resolving complex issues and ensuring customer satisfaction
- Mentored and trained new customer service representatives on company policies, procedures, and best practices
- Collaborated with cross-functional teams including sales, product development, and operations to address customer feedback and implement improvements
- Determined and identified the customs paperwork requirements for the International shipments ensuring timely delivery
- Conducted regular team meetings to communicate updates, share insights, and brainstorm solutions for ongoing challenges.
Customer Service Representative
Federal Express, FedEx
06.2013 - 06.2015
- Provided exceptional customer service by addressing inquiries, processing shipments, and resolving issues in a timely and efficient manner
- Achieved highest customer satisfaction rating in the team by consistently meeting and exceeding performance targets
- Acted as a subject matter expert on products/services, assisting both customers and team members with technical inquiries and troubleshooting
- Collaborated with internal teams to streamline processes, resulting in reduction in response time and improved customer experience.
Warehouse Inbound/Outbound Operations and Administrative Support
SCI Logistics
09.2010 - 06.2013
- Summarized the daily stats reports in MS Access to keep track of the inventory in the warehouse
- Responded to the telephone calls of the clients to book load delivery appointment and resolve other issues
- Kept track of the clients orders via email and telephone
- Processed the picking labels using AS 400 series program for pickers
- Clarified order pickers picking issues using SAP
- Updated daily inventory changes in Warehouse Management System(WMS)
- Compiled shippers and receivers daily working hours and assignments completed in Excel Spreadsheets
- Documented the delivered load's paperwork
- Generated new locations using AS400 series for new inventory
- Monitored both inbound and outbound loads in the warehouse
- Assisted the Operations Manager in smooth functioning of shipping and receiving departments.
Customer Service and Sales
Ontario Conservatory of Music
05.2009 - 09.2010
- Increased the number of clients and sales by powerful demonstrations of products
- Utilized effective communication skills to improve sales
- Investigated customers complaints and offered adaptive solutions
- Surpassed sales targets within assigned territory by developing new clients and increasing field visits
- Developed and managed digital communication channels via web, email in support of demand generation
- Developed strong customer relations.
Education
Bachelor of Computer Application -
Lyallpur Khalsa College
Punjab, India04.2006
Skills
- Customer service- Dedication to providing excellent services to clients addressing their needs and concerns promptly and professionally
- Attention to details- Meticulousness in ensuring accuracy and precision in work tasks, minimizing errors and oversights
- Communication- Strong written and verbal communication skills, including ability to convey information clearly and effectively
- Technical Skills- Proficient in tracking and tracing client shipments, customs paperwork requirements, MS EXCEL, WORD and Powerpoint
- Leadership and Critical Thinking- Efficient in leading teams, delegate tasks and motivate others to achieve goals Ability to evaluate information, make informed decisions and solve problems logically and analytically
- Time Management and Adaptability- Efficiently prioritize tasks, meet deadlines and manage workloads to maximize productivity Flexibility to thrive in dynamic environments and quickly adjust to changes or unexpected situations
Certification
- Licensed Mortgage Agent Level 1
- Certified Customs Specialist
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Punjabi
Native or Bilingual
Volunteer Experience
Telephone Reassurance Agent, Victorian Order of Nurses, Mississauga, ON
References
Available Upon Request
Timeline
Mortgage Agent
Mortgage Financial Hub
06.2023 - Current
Invoice Adjustment Agent
Federal Express, FedEx
11.2022 - 06.2023
Senior Customer Service Representative
Federal Express, FedEx
06.2015 - 11.2022
Customer Service Representative
Federal Express, FedEx
06.2013 - 06.2015
Warehouse Inbound/Outbound Operations and Administrative Support
SCI Logistics
09.2010 - 06.2013
Customer Service and Sales
Ontario Conservatory of Music
05.2009 - 09.2010
Bachelor of Computer Application -
Lyallpur Khalsa College
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