Saharsh Raina
Mississauga,ON
Summary
Detail oriented and results customer experience specialist having years of experience with service delivery along with business management and policy management, Experienced associate with 3+ years of experience resolving complex customer inquiries, managing records/databases and providing financial analysis. Passionate about building strong customer relationships, driving company loyalty, and increasing customer engagement. Friendly and proactive team member devoted to maximizing customer satisfaction with exceptional resolution management in an efficient manner.
Overview
2
2
years of professional experience
Work History
Business Analyst
Ministry Of Transportation
06.2023 - 12.2023
- Processed 55 service requests for access to driver, vehicle and carrier information products including plates, stickers and abstracts.
- Processed information by acting as front-line contact for clients and ensuring requests met government and ministry legislation and policies.
- Maintained and updated Authorized Requester Information database.
- Prepared 67 different Authorized Requestor contractual agreements for insurance companies, brokers and sole proprietors.
- Responded to client inquiries/complaints regarding terms of agreements and maintained liaison with legal services when necessary to discuss wording of confidential agreements.
- Maintained 449 copies of client business registrations and operating licenses up to date on client files.
- Managed liaison with six different governing bodies to validate issuance of documentation necessary.
- Provided internal and external support staff with daily reports outlining specific related problems and documented evidence for deviations from user product specifications.
- Investigated and verified a total of 116 complaints from Authorized Requestor clients regarding accounting errors.
Program Assistant
Ministry of Labour
06.2022 - 06.2023
- Provided clerical, administrative and related support services for 16 member program staff.
- Assisted with on-the-job training and coaching of 6 teams from construction, industrial and employment standard departments.
- Provided assistance at 31 different scheduled team meetings and prepared minutes of meetings as required
- Maintained file information management systems, both paper and electronic in nature.
- Performed a total of 191 searches for retrieving hard copy or electronic files as requested, including freedom of information requests and location scans.
- Maintained an inventory of office equipment and informed those responsible for ordering supplies or maintaining devices
- Provided support for Occupational Health & Safety in accordance with instructions and established guidelines
- Provided information to the public concerning services offered at the Centre and relevant application and document requirements, as well as guiding customers to different areas of the site.
Information Agent
Service Ontario
12.2021 - 06.2022
- Responsible for business service delivery for an average of 76 clients per day at the reception and providing general information regarding 18 different services provided by the provincial government of Ontario.
- Assisted the clients with 8 types of service requests linked to their health cards including registration, data change and suspensions.
- Managed and performed the renewal, reinstatement and data change transactions on driving licenses and vehicle permits.
- Responsible for assisting clients in transferring their vehicles to either family, friends or third parties Ensured the proper safe storage of office supplies and stock.
- Assisted clients in surrendering of driver's licenses and health cards.
Customer Service Representative
Service Ontario
07.2021 - 12.2021
- Processed OHIP and driver and vehicle record access requests by internal and external clients.
- Maintained and processed information in ministry specific databases as CRM and LCS for accessing client information.
- Assisted clients with birth , death and name change requests.
- Ensured proper and legal vehicular ownership transfers, name change and other transaction requests.
- Effectively managed customer disputes and grievances while maintaining a professional outlook
- Provided information to the public concerning services offered at the Centre and relevant application and document requirements, as well as guiding customers to different areas of the site as appropriate
- Ensured customer satisfaction by proper communication of document requirements.
Education
Advanced Diploma - Computer And Information Sciences
Sheridan College
Oakville, ON01.2019
Bachelor Of Engineering - Electronics And Telecommunication
Father Agnel College Of Engineering
Mumbai, India08.2013
Skills
- Data Analysis
- Requirements Gathering
- Microsoft Office Suite
- Project Management
- Business process improvement
- Quality Assurance
- Business Planning
- Customer Needs Assessment
- Information modeling
Languages
English
Full Professional
Timeline
Business Analyst
Ministry Of Transportation
06.2023 - 12.2023
Program Assistant
Ministry of Labour
06.2022 - 06.2023
Information Agent
Service Ontario
12.2021 - 06.2022
Customer Service Representative
Service Ontario
07.2021 - 12.2021
Advanced Diploma - Computer And Information Sciences
Sheridan College
Bachelor Of Engineering - Electronics And Telecommunication
Father Agnel College Of Engineering
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