Summary
Overview
Work History
Education
Skills
Additional Information
References
Timeline
Generic

Mujeghan Popalzai

Summary

Well-rounded Executive Leadership, Office of the President and Training and Design Specialist possessing excellent task management skills. Supportive, responsible team player with high level relationship management abilities. Skilled in meeting deadlines and organizing work that exceeds quality standards. Experienced with administrative tasks such as scheduling and facilitating meetings, being a liaison with Regulatory and internal teams across the business. Punctual professional committed to learning, who is coachable and have a keen interest in supporting the business needs. Looking to obtain a position that will help me apply my excellent communication skills that allows me to showcase my knowledge and diligence towards driving improvements.

Overview

10
10
years of professional experience

Work History

Executive Office Specialist (Training and Design)

Freedom Mobile/Shaw Mobile
Toronto, ON
03.2020 - 11.2022
  • Currently Working alongside training and Design team
  • Provide timely responses to BBB, CCTS, Legal and Executives on all cases requiring action
  • Contribute to the knowledge base on common issues, workarounds, and SOP changes
  • Help resolve customer complaints to give customers a better experience with the company
  • Contribute to overall initiatives geared towards operational efficiency, including process and system changes wherever necessary
  • Maintain thorough understanding of Freedom Mobile and Shaw Mobile’s product and service offerings, including terms and conditions
  • Alert management on identified gaps and initial assessment on impacts
  • Ensure team members are up to date on the latest promotions, SOP changes, and customer service requirements through weekly training
  • Facilitate team meetings
  • Work closely with company stakeholders to resolve any escalations or gaps
  • Weekly liaison with the IT, Production, Systems, Finance, Leadership and
    Network teams.
  • Train colleague members to perform work activities and use new applications to improve overall work
  • Created training documents to educate new and existing employees
  • Work close and alongside Training and Design team to improve training skills
  • Developed and delivered training to support new hires
  • Conduct training evaluations examples include group surveys, questionnaires and the collected data was used to improve training
  • Conduct research to keep informed of issues related to workplace training and employee improvement and always up to date with new training models
  • Developed and implemented online virtual training via training platform of axonify/ fusion which is a computerized system that tracks and processes to monitor course attendance, course completion, which is then reported to the management team on achievement of targets.

Deputy Returning Officer

Elections Ontario
06.2022 - 06.2022
  • Revised information and issued ballots on election day at polls
  • Ensure voting location is accessible to voters
  • Assisted voters with disabilities
  • Verifies elector identification and qualifications to vote
  • Issued ballots to eligible electors
  • Managed a large flow of electors

Help Desk Specialist

Freedom Mobile
Toronto, ON
10.2019 - 03.2020
  • Facilitate and provide a high level of service and support in an inbound call center environment to Call Centre and Retail agents with Help Desk related calls such as port requests, troubleshooting, billing dispute etc
  • Work with Call Centre and Retail agents to ensure that all their issues are resolved using the tools provided and by interfacing with other departments and vendors
  • Accurately and efficiently support Call Centre and Retail agents in resolving customer issues which include but are not limited to troubleshooting wireless services, wireless handsets, data devices, etc
  • Work with CRM to validate, create and escalate Service Request tickets for timely resolution
  • Facilitate team meetings
  • Ensure issues are escalated to the appropriate departments in a timely manner
  • Training of new employees onboarding
  • Created training documents to educate new and existing employees
  • Developed and conducted training evaluations

Key Holder Sales Specialist

Freedom Mobile
Toronto, ON
11.2015 - 10.2019
  • Assisted team in driving sales
  • Interacted with customers to build rapport with them to choose the right phone and plan to
    suit the customers daily and/or long term
  • Help customers with everyday phone and account inquiries
  • Maintained top sales
  • Sales excellence award for several months
  • Attended the sales excellence trip in 2017 & 2018
  • Sony ambassador and Samsung ambassador
  • Stayed up to date on company products and services to support sales objectives.

Sales Associate

Ultimate protection
Pickering, ON
07.2014 - 11.2015
  • Privately owned case and mobile store
  • Interacted with customers daily to assist them in choosing the right phones
  • Assisted customers in choosing the most appropriate accessories according to the client’s lifestyles
  • Adhered to company initiatives and achieved established goals.

Supervisor

Innovative visions, IVM
Toronto, ON
12.2012 - 07.2014
  • Outbound and inbound sales representative
  • Monitored agents on calls
  • Collected customer payments
  • Provided motivation and a productive atmosphere
  • Inbound Kobo eBook reader customer care representative

Education

Bachelor of Arts -

York University
true
01.2015

High School Diploma -

Woburn Collegiate Institute
Toronto, ON
06.2014

Skills

  • Customer service professional with 9 years’ experience
  • Exceptional interpersonal and oral communication skills
  • Excellent organizational, decision making, time management, and problem-solving skills
  • Able to work independently, in a team atmosphere, and a fast-paced environment
  • Experience in working collaboratively in either a group or individual setting
  • Completion of fundamentals of presentation course (internal though Shaw Communications via Linked in)
  • Proficient use of Microsoft Office applications: Microsoft Word, Excel and PowerPoint
  • Ability to exercise discretion and good judgement in handling confidential information
  • A strong ability to work effectively with internal and external stakeholders
  • Completed Google Certificate: Foundations of Project Management & currently working on completing entire certificate

Additional Information

  • Top Call Quality Award (Innovative Vision)
  • League Of Excellence, top sales (Freedom Mobile)
  • Sony Mobile Tops Sales Certificate (Freedom Mobile)
  • Google Certificate: Foundations of Project Management

References

REFERENCES AVAILABLE UPON REQUEST

Timeline

Deputy Returning Officer

Elections Ontario
06.2022 - 06.2022

Executive Office Specialist (Training and Design)

Freedom Mobile/Shaw Mobile
03.2020 - 11.2022

Help Desk Specialist

Freedom Mobile
10.2019 - 03.2020

Key Holder Sales Specialist

Freedom Mobile
11.2015 - 10.2019

Sales Associate

Ultimate protection
07.2014 - 11.2015

Supervisor

Innovative visions, IVM
12.2012 - 07.2014

Bachelor of Arts -

York University

High School Diploma -

Woburn Collegiate Institute

Similar Profiles

CREATE PROFILE
Mujeghan Popalzai