Nima Khalighi
North Vancouver,BC
Summary
Current Claim Adjustor, with exceptional bilingual experience obtained previously from ADT TELUS' Commercial & Retention departments, requiring the ability to analyze and pin-point key needs for large commercial customers. Involving the understanding of dozens of technological equipment and their applications in various settings, depending on layout, environment, and the product. Very strong leadership, teaching, coaching, and problem solving skills obtained from various training duties for new hires, as well as continuous investigative duties for complex cases. Also involved in the mentoring of students, trainers, and managers, towards the better understanding of procedures, software usage, and retention strategies. Strengthened communication skills obtained from past experiences with companies such as Blackline, SHAW, Mckesson Canada, and BMO. Finally, critical thinking skills shaped from years of completing various demanding courses at universities.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Claims Adjuster - CSA
ICBC (Insurance Corporation of British Columbia)
2023.04 - Current
- First notice of loss (FNOL) team designated to handle and understanding all claims scenarios pertaining automobile crashes, including pedestrian accidents, property damage, fire catastrophes, weather related incidents, and animal related incidents
- Understanding and incorporating into practice dozens of rules and regulations provided, and regularly updated, by ICBC
- Being part of trainings on a monthly basis
- Investigating crash scenarios between two parties by taking into account physical location, trajectory of parties, road signs, traffic lights, witnesses (if available), while referring to the Motor Vehicle Act for driving laws, in order to determine which parties bear responsibility
- Having the ability to multi-task with multiple software and web-engines, while simultaneously absorbing information from customers who are dealing with various scenarios, some under duress
- Having superior communication, phone etiquette, rapport building and emphatic skills to lead conversations towards a resolution, while making them feel cared for
- Being in communication with multiple department, including various injury, theft, fire, and investigation departments, as well as automobile shops.
Software and Sales Advisor - Software ECU Tuning
Tunezilla LTD
2022.07 - 2022.12
- A thorough understanding of both diesel and gas vehicle engineering, specifically in terms of engine efficiency, gaseous circulation, and exhaust system modifications
- Selling and supporting company software designed to increase diesel or gas engine efficiency through ECU (vehicle computer) reprogramming, by implementing adjustments in gas and fuel ratios being used by the engine, to achieve better fuel economy and power output
- Hands-on troubleshooting of ECU's using various pin connectors and reading software
- Extracting data and uploading new tune settings to the ECU, to achieve desired goals requested by clients
- Being a part of the company's biweekly developmental committee to find and implement Customer Experience improvement strategies, as well as new Sales Strategies
- Communicating with both individual clients or dealership shops, assisting all clients on a daily basis to reach various solutions, whether related to software integration through software tools, or better understanding engine modification compatibilities and/or requirements.
Bilingual Co-Trainer - Commercial Retention Department
ADT by TELUS
2020.09 - 2022.05
- Being a part of the training team for new hires or transitioned employees, for classes that span 3 months at a time in course length
- Taking charge of classes with over 25 participants to teach new employees how to implement retention strategies, software usability, build rapport, use sales strategies, and understand security equipment for commercial settings
- Implementing positive reinforcement and effective teaching strategies to promote a consistently positive learning curve
- Being open to questions and explaining details in an easy to absorb manner
- Assisting trainers and staff on up-to-date usage of company software such as Mastermind, Salesforce, CMD, and Long-Range
- Assisting trainers with additional required knowledge in regards to: procedures, protocols, SOPs, retention strategies, and city laws
- Presenting multiple scenarios to agents, and solutions on how to tackle them, through continuous and supervised in-class practices
- Helping trainers better understand specific technicalities related to security equipment and fire panels, in relation to both commercial and residential properties.
Bilingual Commercial Retention Specialist
ADT by TELUS
2019.09 - 2022.05
- ADT TELUS' most skill-oriented department
- Comprehension of multiple commercial security specialty equipment and their applications towards various settings, layouts, and stored product
- Specifically understanding key points of customer's needs and helping them pinpoint the equipment needed for their scenario, for both commercial or residential
- Explaining of multiple procedures involving police and fire departments
- In contact with various departments to deal with unique scenarios - dispatching of technicians or field sales personnel
- Understanding competition and how we're the better choice - knowing how to confidently relay that to customers
- Responsible for retaining customers using exceptional problem-solving and retention strategies
- Negotiating with customers in order to find bundles, products and services that work best for their scenario
- Assisting customers with all other matters at hand, such as billing, technicalities, service jobs, equipment upgrades, or plan changes
- Involved in the use of multiple software.
Sale Contractor for Retail Art Gallery
EMERALD ARTS GALLERY
2019.01 - 2021.07
- In charge of large and expensive pieces of art painting collections
- Speaking with various customers about the art pieces and what they are looking for
- Communicating commissioned requests from interested customers to the painter
- Answering questions in regards to different painting art styles: Oil vs Acrylic or Landscape vs Portraits vs Abstract
- Keeping the store presentable and moving paintings around for display
- Opening and closing the store at set hours and keeping in contact with the owner.
Computer Builder and Parts Adviser
Personal Business
2016.06 - 2019.12
- Pinpointing the computer needs of consumers and finding the best matching parts for their needs
- Researching the current market and finding the best price per performance ratio of parts
- Assembling parts and building a visually appealing Personal Computer, while implementing customer requests such as color, size, and LED lighting
- Advertising business through online media and Kijiji
- Receiving communication of interest from consumers and convincingly selling my services by presenting a high level of knowledge in the field.
Bilingual Customer Service Specialist
McKesson Canada
2017.01 - 2017.05
- Working at one of the largest pharmaceutical distribution companies in North America
- Answering many calls to customer inquiries/issues and providing solutions
- Being in contact with multiple departments back and forth
- Operating with many types of software
- Creating tickets and cases for pharmacists
- Following and educating customers on company policies/guidelines
- Being knowledgeable about pharmaceuticals.
Bilingual Customer Service and Tech support Representative
BlackLine
2015.01 - 2015.08
- Troubleshooting Safety GPS devices assigned to oil field workers or other companies
- Troubleshooting Tracking devices for investigators or private customers
- Dealing with customers' general inquiries along with billing inquiries
- Promoting the sales of newly released devices or equipment
- Involved in Company meetings for new project discussions
- Working along side other departments such as the warehouse or sales team.
Team Leader/Supervisor
Reef Moxies
2014.01 - 2015.01
- Leading a team of 3 people for product promotion and consumer communication
- New product sampling for major brands
- Driving Cargo Van- emptying and loading supplies from the cargo van
- Creating a comfortable environment for consumers and co-workers
- Kindly enforcing the rules for other employees
- Completing reports at the end of each shift
- Staying in contact with the coordinator consistently.
Customer service & Warehouse Scanning/Receiving- Part-time
The Brick
2013.01 - 2013.01
- Answering to customer inquiries about items, inventory, and returns
- Helping consumers find a solution
- Scanning-in and receiving new products from the truck
- Scanning out purchased items and loading them unto cars/trucks
- Boxing or packaging certain products
- Displacing products around the store (70lbs and more).
SHAW Technical Support & Customer Service
SHAW
2012.01 - 2013.01
- Technically experienced on computers, windows, internet, TV, and phone
- Multi-tasking throughout various software open at the same time
- Promoting products and plans throughout conversations
- Solving any account/order concerns or technical issues that customers may have
- Great communication skills- English or French
- Able to handle situations in a calm and respectable manner.
Sales and Management
Bank of Montreal
2011.06 - 2011.08
- Working at the YYC Airport
- Promoting different types of credit cards
- Bringing customer's interest towards the advantages of the products.
Education
Health & Communication Courses -
Mount Royal University
Calgary, AB01.2015
Bachelors of Science -
Canadian University College
Lacombe, AB01.2011
High School Diploma -
Greaves Academy
Montreal, QC01.2007
Skills
- Advanced English
- Bilingual French
- Excellent Learner
- Self-starter, Multi-tasker, Critical-thinker, Problem-solver, and Decision-maker
- Exceptional Communication - Advanced oral and written communication skills
- Manage stress and maintain calm while working under pressure
- Strong desire to learn and regularly upgrade skills
- Accurate, reliable, energetic, patient and friendly
- Claims Investigation and processing
- Insurance policy coverage knowledge
- Policy investigations
- Sales background
- Technical support and knowledge
- Software support
- Customer service and support
- Relationship and rapport building
- Retention strategies
- Team collaboration
- Leadership skills
- Employee Training Assistant
- CRM software proficiency
- Salesforce
Certification
- First Aid CPR
- Driver's License
Languages
English
Native or Bilingual
French
Full Professional
Farsi
Professional Working
Indeed Test Assessments
- Mechanical knowledge, Proficient, 12/2022
- Customer focus & orientation, Expert, 08/2022
- Customer service, Highly Proficient, 08/2022
- Attention to detail, Expert, 08/2022
- Sales skills, Proficient, 08/2022
Timeline
Claims Adjuster - CSA
ICBC (Insurance Corporation of British Columbia)
2023.04 - Current
Software and Sales Advisor - Software ECU Tuning
Tunezilla LTD
2022.07 - 2022.12
Bilingual Co-Trainer - Commercial Retention Department
ADT by TELUS
2020.09 - 2022.05
Bilingual Commercial Retention Specialist
ADT by TELUS
2019.09 - 2022.05
Sale Contractor for Retail Art Gallery
EMERALD ARTS GALLERY
2019.01 - 2021.07
Bilingual Customer Service Specialist
McKesson Canada
2017.01 - 2017.05
Computer Builder and Parts Adviser
Personal Business
2016.06 - 2019.12
Bilingual Customer Service and Tech support Representative
BlackLine
2015.01 - 2015.08
Team Leader/Supervisor
Reef Moxies
2014.01 - 2015.01
Customer service & Warehouse Scanning/Receiving- Part-time
The Brick
2013.01 - 2013.01
SHAW Technical Support & Customer Service
SHAW
2012.01 - 2013.01
Sales and Management
Bank of Montreal
2011.06 - 2011.08
Health & Communication Courses -
Mount Royal University
Bachelors of Science -
Canadian University College
High School Diploma -
Greaves Academy
- First Aid CPR
- Driver's License
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