Summary
Overview
Work History
Education
Skills
Volunteer Work
Languages
Timeline
Generic

Nawal Ali

Hamilton,ON

Summary

Dependable employee seeking opportunity to expand skills and contribute to company success. Considered hardworking, ethical and detail-oriented. Competent in meeting quality and performance demands with excellent call control and communication skills. Excels in building trust and rapport to quickly understand requirements and build brand loyalty.

Overview

2
2
years of professional experience

Work History

Team Member

Tim Hortons
02.2022 - 12.2022
  • Attended to drive-thru customers to ring up orders, process payments and hand out packaged food.
  • Handled side jobs to keep sauces, utensils and cups restocked.
  • Maintained clean and tidy front counter with properly sanitized surfaces according to health code violations.
  • Dealt positively with happy and upset customers with same calm approach.
  • Greeted guests, answered menu questions and delivered excellent customer service.
  • Contributed to team success by completing jobs quickly and accurately.

Call Center Customer Service Agent

Ellerslie Constituency Office of Rod Loyola
01.2021 - 12.2021
  • Instilled calm in customers, managing escalations and transfers with utmost professionalism.
  • Prepared call logs and call reports for supervisor review.
  • Followed up on customer calls, providing new information.
  • Met quality and service standards when responding to requests.
  • Improved job knowledge with continuous training and expert use of available knowledge bases.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Maintained and managed customer files and databases.

Education

Bachelor of Arts (B.A - Public Law and Judicial Studies

McMaster University
Hamilton, Ontario
06.2026

Skills

  • Strong verbal and written communication skills
  • Passionate and empathetic towards the clients
  • Inbound call management
  • Computer literacy
  • Ability to multitask
  • Diligent, detail-oriented, and reliable
  • Positive attitude
  • Data Communications
  • Policy and Procedure Adherence

Volunteer Work


Volunteer 

Living Rock, Hamilton, Ontario

May 2023 - Current

  • Attended community events and meetings to promote organizational goals.
  • Used active listening skills to communicate clearly in discussions.
  • Treated people from all backgrounds with dignity and respect.
  • Recorded donation amounts and updated inventory to reflect changes.
  • Stocked food bank shelves and faced items for easy access to labels and nutrition information.
  • Verified expiration dates and physical condition of donated foods.
  • Performed diverse duties in dynamic environments, maintaining energy and endurance at non-temperature controlled sites.
  • Maintained consistent quality and freshness by evaluating the condition of donated items.


Volunteer

Pregnancy Pathways, Edmonton, Alberta

March 2020 - July 2020

  • Treated people from all backgrounds with dignity and respect.
  • Identified needed services by combining information gleaned from patient interviews with knowledge of program resources.
  • Participated in fundraising events and opportunities.
  • Conducted initial assessments of clients' situations to determine needs and goals.
  • Served free food to clients at risk of domestic violence.


Volunteer

The Shaama Centre , Edmonton, Alberta

February 2018 - January 2019

  • Assisted immigrants in improving their language skills by providing language tutoring.
  • Providing practical support to immigrants during their settlement period.
  • Assisting with interpretation or translation services to help immigrants communicate effectively with service providers.

Languages

English

Advanced (C1)

Urdu

Advanced (C1)

Hindi

Advanced (C1)

Timeline

Team Member

Tim Hortons
02.2022 - 12.2022

Call Center Customer Service Agent

Ellerslie Constituency Office of Rod Loyola
01.2021 - 12.2021

Bachelor of Arts (B.A - Public Law and Judicial Studies

McMaster University

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Nawal Ali