Muskaan Summan
Lorette,MB
Summary
Results-oriented individual with a passion for continuous learning and innovation. Known for leveraging analytical thinking and creativity to solve problems and deliver high-impact solutions in fast-paced environments.
Overview
7
7
years of professional experience
Work History
Account Representative/ Customer Service Representative
Bison Transport
Winnipeg, Manitoba
12.2023 - 08.2024
- Utilized interpersonal skills to foster connections with customers and enhance collaboration across various departments of the customer supply chain.
- Utilized analytical skills to conduct regular business reviews, leveraging internal data and market intelligence for gaining customer insights that aid in identifying new growth opportunities.
- Consistently documented all sales-related tasks in Bison CRM such as updating contacts, recording meetings, and generating opportunities as needed.
- Advocated for customers, effectively communicated their specific needs across the organization to align and prioritize resources.
- Monitored and analyzed portfolio customer’s revenue, service performance results to proactively optimize account health.
- Reviewed and monitored customer's operational plan and volume expectations to ensure compliance for both Bison and the client.
- Understanding of rate, billing, and accessorial agreements to facilitate accurate and timely invoicing and collection practices.
Customer Service Assistant
Bison Transport
Winnipeg, Manitoba
10.2023 - 12.2023
- Received orders from customers via telephone or email and entered them into the system accurately.
- Handled appointment booking, canceling and rescheduling.
- Performed administrative tasks such as filing documents, entering data into computer systems.
- Resolved customer complaints promptly and professionally.
- Developed relationships with repeat customers by recognizing individual preferences when possible.
- Responded promptly to customer inquiries about order status or product availability.
- Developed strong relationships with customers to ensure repeat business and referrals.
- Liaised between customers and various departments to resolve issues and satisfy inquiries and requests.
Floor Supervisor
SkipTheDishes
Winnipeg, MB
04.2022 - 09.2023
- Directed and optimized daily operations of the logistics department using meticulous planning and troubleshooting skills.
- Provided leadership and assistance to department members and team leads in addressing process and personnel requirements
- Delivered comprehensive training to employees on job duties and company policies, organizing additional training as required
- Achieved consistent improvement in service levels through collaborative assessment and resolution of operational challenges with stakeholders.
- Provided support and expertise in resolving challenging situations
- Supervised schedules and duty assignments for logistics personnel to properly staff department
- Utilized data analysis skills to compile comprehensive performance reports
- Implemented processes for measuring and monitoring KPIs, resulting in enhanced stakeholder experience and improved stakeholder retention.
Courier Operations and Logistics Specialist
SkipTheDishes
Winnipeg, MB
01.2021 - 03.2022
- Screened and interviewed job candidates in a comprehensive selection process.
- Reviewed job applications, candidate backgrounds, and relevant documents for qualification assessment.
- Effectively communicated job responsibilities, salary and employee perks to prospective candidates
- Offered expert recommendations to empower newly recruited drivers and optimize their performance on the network.
- Provided support to drivers during daily runs, addressing any inquiries or issues that arose with stakeholders
- Coached drivers in incident report handling and addressed critical queries
- Relayed information between drivers and recipients regarding ETA and potential delays
- Analyzed client orders and deadlines with available driving personnel to plan and execute assignments
- Prioritized work based on business demands and delivery times
- Resolved order status inquiries from restaurant and customer teams.
Solutions Specialist
SkipTheDishes
Winnipeg, MB
02.2018 - 12.2020
- Working as the face of the company, identify stakeholder queries, concerns and overall needs, providing accurate answers, addressing and de-escalating customer complaints in a compassionate manner.
Education
Bachelor of Arts - Criminal Justice
University of Winnipeg
Winnipeg, MB10.2021
High School Diploma -
Sacred Heart Convent School
Khanna05.2016
Skills
- Exceptional written and verbal communication
- Strong inter-personal and organizational skills
- Proficient and productive in busy and multi-tasking environment
- Advanced level of customer service with strong problem-solving, critical thinking and decision-making skills
- Technical Skills: MS Office Suite, Google Sheets, Docs, Slides, Ravelin (Fraud management), Tableau
Timeline
Account Representative/ Customer Service Representative
Bison Transport
12.2023 - 08.2024
Customer Service Assistant
Bison Transport
10.2023 - 12.2023
Floor Supervisor
SkipTheDishes
04.2022 - 09.2023
Courier Operations and Logistics Specialist
SkipTheDishes
01.2021 - 03.2022
Solutions Specialist
SkipTheDishes
02.2018 - 12.2020
Bachelor of Arts - Criminal Justice
University of Winnipeg
High School Diploma -
Sacred Heart Convent School
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