Muskaan Toora
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
6
6
years of professional experience
Work History
Loan Processor/Customer Service Representative
Park West Professional Services
03.2024 - Current
- Worked with customers via telephone to answer questions, process transactions, and resolve issues.
- Ensured accuracy of client information, verifying data collected during the application process and updating records as needed.
- Assisted clients in understanding complex financial documents required for completing their loan applications successfully.
- Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
- Set up and completed loan submission packages.
- Assisted loan officers with origination and closing processes to fastrack procedures and promote teamwork.
- Prepared documents for underwriting by verifying client income, credit reports, and other information.
- Promoted a positive work environment through effective communication skills and teamwork initiatives.
- Improved loan processing efficiency by streamlining documentation and communication procedures.
- Established plans and payoffs for customers' loans, prioritizing control of overall costs.
- Met customer call guidelines for service levels, handle time and productivity.
Team Leader
Bentley
06.2023 - Current
- Opening and closing store with proper company standards.
- Handling cash deposits and all banking needs.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Increased customer traffic through effective window displays that showcased new products and promotions.
- Enhanced store sales by creating visually appealing and strategically placed product displays.
- Developed strong relationships with clients, resulting in increased customer loyalty and repeat business.
- Streamlined office operations by implementing efficient administrative systems and procedures.
Team Lead
Gap
08.2020 - 04.2023
- Improved team productivity by implementing efficient project management strategies and streamlining communication channels.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
- Enhanced team productivity by providing ongoing training and coaching to Customer Service Representatives.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
Supervisor
Bench
08.2019 - 04.2020
- Streamlined inventory management, reducing waste and optimizing stock levels for daily operations.
- Increased sales performance through effective upselling techniques and staff training initiatives.
- Implemented training programs for new hires, ensuring seamless integration into the team and faster productivity contributions.
- Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
- Enhanced store sales by creating visually appealing and strategically placed product displays.
- Increased customer traffic through effective window displays that showcased new products and promotions.
Supervisor
Mountain Warehouse
01.2019 - 08.2019
- Managed budgets effectively, ensuring optimal allocation of resources and adherence to financial guidelines.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Education
Associate of Science - Science
Capilano University
North Vancouver, BC01.2021
High School Diploma -
Indraprastha International School
Delhi, India02.2018
Skills
- Team Supervision
- Cash Handling
- Technical Support
- Client Service
- Coaching
- Mentoring
- Shift Scheduling
- Team Motivation
- Microsoft Teams
- Microsoft Dynamics 365
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Timeline
Loan Processor/Customer Service Representative
Park West Professional Services
03.2024 - Current
Team Leader
Bentley
06.2023 - Current
Team Lead
Gap
08.2020 - 04.2023
Supervisor
Bench
08.2019 - 04.2020
Supervisor
Mountain Warehouse
01.2019 - 08.2019
Associate of Science - Science
Capilano University
High School Diploma -
Indraprastha International School
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