Nafisa Alam
Toronto,Ontario
Summary
Highly dedicated and detail-oriented with a proven track record of providing exceptional customer service and ensuring accurate financial transactions. Possessing a thorough understanding of products, procedures, and regulations, I am committed to maintaining the highest standards of professionalism and confidentiality. With excellent communication skills and the ability to build strong relationships with clients, I strive to exceed customer expectations and contribute to the overall success. Adaptable and quick to learn, I am adept at working efficiently in fast-paced environments while maintaining a focus on accuracy and efficiency. Seeking to leverage my skills and expertise to contribute to a reputable institution and deliver exceptional service to its clients.
Overview
5
5
years of professional experience
Work History
Customer Service Specialist
Ontario Home Assistance
07.2020 - Current
- Made daily reports based on the appointment sales made by the appointment bookers
- Submitted daily reports at the End of Day, in order to keep the supervisors and Managers up to date with the results
- Actively updated the calendar for both the appointment bookers and advisors to help keep both parties on the same track
- Handled 90+ calls daily, with duties identifying client concerns, and providing them with suitable solutions
- Booked appointments with proper departments after reviewing their complaints to resolve further issues
- Showed proven ability to effectively deal with customers in a professional manner with a high degree of customer service
- Occasionally trained new employees on how to set up the campaigns, customer data, and how to transfer for verifications
- Resolved fundamental technical issues
- Communicated in a professional manner with the IT department to solve critical problems
- Suggested new policies and tactics to persuade and engage clients
- Acted as an Acting Managing in absence of the Project Manager.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
Busser/Assistant Food Runner
The Keg Steakhouse + Bar
Toronto, ON
02.2023 - 06.2023
- Collaborated well with other food runners to deliver orders accurately.
- Responded to customer complaints and inquiries promptly, finding swift resolutions.
- Cultivated warm relationships with regular customers.
- Maintained speed of service for food orders while minimizing errors and complaints.
- Delivered correct food items to tables according to order documentation.
- Cleaned and sanitized food preparation and serving areas.
- Cleared tables immediately after guests left in preparation for next party.
- Greeted customers and provided menus upon arrival to dining room.
Customer Service Assistant
Ayaan Boutique
07.2019 - 10.2019
- Memorized the entire line of customer products and services, including prices and special discounts to serve customers properly
- Understood and identified customers’ needs to recommend specific solutions
- Built a positive work environment for both the team and customers
- Remained courteous and calm, even during moments of client dissatisfaction
- Handled highly emotional telephone calls with a high level of empathy
- Helped solve fundamental technical issues that were related to payment transactions.
- Built strong relationships with customers and colleagues by providing friendly and personable service.
- Refunded money and adjusted bills to resolve customer service or billing complaints.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Education
High School Diploma -
East York Collegiate Institute
Bachelor of Science - Health Studies
University of Toronto
04.2025
Skills
- Microsoft Office Suite- intermediate knowledge
- Excellent customer service and relations management
- Complaint Handling
- Problem Resolution
- Administrative Support
- Analytical, critical thinking and decision making skill
- Canadian Securities Course (CSC)- Ongoing
Timeline
Busser/Assistant Food Runner
The Keg Steakhouse + Bar
02.2023 - 06.2023
Customer Service Specialist
Ontario Home Assistance
07.2020 - Current
Customer Service Assistant
Ayaan Boutique
07.2019 - 10.2019
High School Diploma -
East York Collegiate Institute
Bachelor of Science - Health Studies
University of Toronto