Nazia Haque
TORONTO,ON, CANADA
Summary
Dedicated Manager with 10 years experience, Natural leader in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Detail-oriented with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
14
14
years of professional experience
Work History
Operations Manager, Customer Experience
Single Point
Toronto, ON
01.2015 - Current
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular audits of internal processes to maintain compliance with regulatory requirements.
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Handled staff training initiatives aimed at up skilling the workforce to meet dynamic industry demands
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
CUSTOMER RETENTION SPECIALIST
Enercare Centre
Toronto, ON
09.2013 - 01.2015
- Established strong relationships with key accounts, fostering loyalty and long-term client retention.
- Conducted regular account reviews to identify opportunities for improving customer satisfaction and reducing attrition rates.
- Implemented targeted outreach campaigns to re-engage inactive customers and boost repeat business.
- Played a pivotal role in achieving record-breaking customer retention rates year-over-year within the organization.
- Assisted in the development of an innovative loyalty program, increasing customer lifetime value significantly.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
ADMIN ASSISTANT
Markham Financial
Toronto, ON
11.2010 - 06.2013
- Performed general office duties, including answering multi-line phones, routing telephone calls or messages to appropriate staff, greeting the public, typing, proofreading, filing, sorting and handling incoming and outgoing mail
- Screened all visitors and directed them to the correct employee or office
- Coordinated, scheduled and arranged meeting and travel calendars, including business and social events
- Converted paper charts into digital files and uploaded them to EMR system
- Reviewed incoming correspondence and determined the action required and its priority
- Maintained a clean reception area, including lounge and associated areas.
Education
License Certificate - Collaborative Management
McMaster University
Hamilton, ON CanadaSeneca College
Toronto, CanadaHigh School Diploma -
Downsview Secondary School
Toronto, ON CanadaSkills
- Operations Oversight
- Team Leadership
- Employee Motivation
- Employee relations and conflict resolution
- Staff Management
- Customer Relationship Management (CRM)
- Customer Retention
- Project planning and development
- Workflow Optimization
- Cross-Functional Collaboration
Languages
English
Native or Bilingual
Timeline
Operations Manager, Customer Experience
Single Point
01.2015 - Current
CUSTOMER RETENTION SPECIALIST
Enercare Centre
09.2013 - 01.2015
ADMIN ASSISTANT
Markham Financial
11.2010 - 06.2013
License Certificate - Collaborative Management
McMaster University
Seneca College
High School Diploma -
Downsview Secondary School