Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Rosi Bedi

Rosi Bedi

Edmonton,AB

Summary

Proven leader in customer service management at Walmart Canada, adept in problem-solving and Microsoft Office, significantly enhancing customer satisfaction through strategic team leadership and effective complaint resolution. Excelled in fostering customer relationships and teamwork, demonstrating a commitment to excellence and operational efficiency. Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Experience delivering customer service and administrative excellence, including clerical support and public interaction. Excels in calendar management, scheduling, data entry and database administration. Well-organized professional equipped with varied experiences in administrative roles. Driven to increase overall efficiency while maintaining filing systems and screening and answering numerous phone lines daily.

Overview

17
17
years of professional experience

Work History

Customer Service Manager

Walmart Canada
11.2015 - Current
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.

Receptionist

Ellersile Road Denture Clinic
09.2019 - 04.2020
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Handled cash transactions and maintained sales and payments records accurately.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
  • Responded to inquiries from callers seeking information.

Administrative Office Manager

Floss And Gloss Dental
11.2016 - 05.2018
  • Created a welcoming office environment by maintaining clean, organized spaces for staff use.
  • Updated reports, managed accounts, and generated reports for company database.
  • Managed payroll and benefits administration to ensure accuracy and compliance with company policies.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Monitored inventory levels of office supplies, placing orders when necessary to prevent stock shortages.
  • Developed strong relationships with clients through exceptional customer service and timely responses to inquiries.
  • Maintained strict confidentiality of sensitive information, upholding the highest standards of professionalism at all times.

Medical Device Reprocessing Technician

University Hospital
04.2016 - 05.2017
    • Demonstrated adaptability by effectively managing workload fluctuations due to changing demands or emergencies in the healthcare setting.
    • Promoted a culture of safety within the workplace by actively participating in safety meetings, trainings, and audits related to medical device reprocessing.
    • Decreased equipment downtime by conducting timely inspections and maintenance tasks on medical devices.
    • Assisted in the development and implementation of policies and procedures related to medical device reprocessing, contributing to a more standardized and efficient department workflow.
    • Ensured compliance with regulatory standards through meticulous record-keeping and documentation of reprocessing activities.
    • Collaborated with interdisciplinary teams to develop strategies for enhancing patient care through improved medical device management practices.
    • Assisted with quality assurance efforts by conducting regular audits of reprocessed devices to ensure adherence to established standards and guidelines.
    • Reduced risk of cross-contamination through diligent adherence to established protocols and guidelines for medical device reprocessing.
    • Maintained a high level of cleanliness in the reprocessing department for optimal infection control measures.
    • Exhibited strong attention to detail when assembling and packaging sterile devices, ensuring the accuracy of contents and proper labeling for endusers.

Banking Customer Service Representative

CIBC Bank
06.2007 - 09.2015
  • Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
  • Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
  • Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
  • Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
  • Investigated and resolved accounting, service and delivery concerns.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Created and maintained detailed database to develop promotional sales.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Cross-trained and provided backup support for organizational leadership.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Streamlined account opening processes for new clients, resulting in a more efficient and user-friendly experience.
  • Enhanced customer satisfaction by providing prompt and accurate responses to inquiries regarding bank products and services.

Airport Passenger Service Supervisor

United Airlines
06.2010 - 06.2015
  • Monitored security and maintained operational protocols.
  • Oversaw ticketing, gate and ramp services.
  • Hired, trained, and motivated employees to provide exceptional passenger care and support.
  • Resolved escalated customer issues in a professional manner, resulting in increased loyalty from satisfied clients.
  • Conducted regular staff training sessions for continuous improvement in customer service skills and knowledge of airline procedures.
  • Evaluated employee performance regularly, providing constructive feedback and growth opportunities as needed for continued development within the team.
  • Managed team member schedules and work assignments.
  • Provided leadership to the service team, fostering a positive work environment that resulted in high employee retention rates.
  • Liaised closely with security teams to enforce safety protocols and ensure the well-being of passengers, staff, and airport property.
  • Assisted passengers with special needs or requests, providing personalized attention to ensure their comfort during travel.
  • Oversaw inventory management processes for essential supplies at the terminal level, ensuring adequate stock levels were maintained at all times without excess wastage or spoilage of resources.
  • Improved baggage handling efficiency through strategic planning and coordination between departments.
  • Ensured compliance with airline policies and procedures, maintaining safety standards throughout the terminal.
  • Maintained open communication channels between management and staff members to address concerns proactively before they impacted operations or customer experiences negatively.
  • Tagged baggage and routed to appropriate location for loading and screening.
  • Provided exceptional customer service to passengers, addressing concerns and resolving issues.

Real Estate Agent Assistant

JB Realty Inc.
09.2008 - 03.2015
  • Maintained client database accurately using CRM software systems allowing efficient tracking of leads and follow-ups resulting in better customer relations management strategies implementation.
  • Maintained a strong knowledge of current real estate laws and regulations ensuring compliance within the agency''s practice.
  • Developed strong relationships with clients through attentive customer service, leading to repeat business and referrals.
  • Coordinated inspection appointments to ensure prompt completion of necessary steps toward closing transactions.

Education

Diploma - Business Administration Accounting &Human Resource

AGA Academy
Calgary, AB
05.2023

License Certificate - Real Estate

Real Estate Training Centre
Edmonton, AB
2008

Graduate Certificate - Medical Office Assistant

McKay Computer College
Edmonton, AB
1991

Skills

  • Customer Service
  • Problem-Solving
  • Microsoft Outlook, Word, and Excel
  • Customer-focused
  • Customer Relations
  • Time Management
  • Training and mentoring
  • Decision-Making
  • Documentation And Reporting
  • Teamwork and Collaboration
  • Professional and Courteous
  • Customer Relationship Management
  • Problem Resolution
  • Team Leadership
  • Policy Enforcement
  • Call Center Operations
  • Escalation Handling
  • Work Prioritization

Languages

English
Native or Bilingual
Hindi
Native or Bilingual
Punjabi
Native or Bilingual

Timeline

Receptionist

Ellersile Road Denture Clinic
09.2019 - 04.2020

Administrative Office Manager

Floss And Gloss Dental
11.2016 - 05.2018

Medical Device Reprocessing Technician

University Hospital
04.2016 - 05.2017

Customer Service Manager

Walmart Canada
11.2015 - Current

Airport Passenger Service Supervisor

United Airlines
06.2010 - 06.2015

Real Estate Agent Assistant

JB Realty Inc.
09.2008 - 03.2015

Banking Customer Service Representative

CIBC Bank
06.2007 - 09.2015

Diploma - Business Administration Accounting &Human Resource

AGA Academy

License Certificate - Real Estate

Real Estate Training Centre

Graduate Certificate - Medical Office Assistant

McKay Computer College

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Rosi Bedi