Saima Shaikh
Executive Assistant
Scarborough,ON
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
15
15
years of professional experience
Work History
Executive Assistant
City of Markham
Markham, Ontario
01.2020 - Current
- Provides administrative and secretarial support.
- Maintains schedules through Microsoft Outlook (Calendar).
- Assists and facilitates communications between management and staff, elected officials, outside agencies and the public.
- Prepares confidential correspondence, documents and reports including charts and graphs.
- Receives, redirects and responds to communications and takes appropriate action to ensure urgent matters are dealt with quickly.
- Maintains office records management system which includes a bring forward and follow up tracking system to ensure that appropriate action is taken; creates and maintains databases; prepares documentation for storage and/or retrieval of off-site documents using the Corporate Records Management system; assists in maintaining a library; and ensures consistent standards and appropriate training of staff for documents produced by the Branch or Division.
- Assists in managing contracts administered including purchase orders, verifying invoices and maintaining project records.
- Identifies best practices and procedures in office administration and programs and implements changes.
- Performs other duties as assigned, in accordance with Branch and Department objectives.
Contact Centre Customer Service Representative
City of Markham
Markham, ON
03.2008 - 01.2020
- Performed call coaching/monitoring to ensure quality and accuracy of calls is maintained
- Identified staff deficiencies and determined what further training is required; Assisted the Manager with quality control practices, communication strategies and service level and quality standards.
- Ensured customer service section is in compliance with operational policies, procedures and customer service standards, in conjunction with the Supervisor.
- Administered conventional transit’s Interactive Voice Response (IVR) system by monitoring functionality of system, identifying and reporting any issues to TMS staff for follow-up/resolution and ensuring customers’ needs are met.
- Provided guidance, mentoring, coordinated, assigned, scheduled assigned staff.
- Delivered all Customer Service staff training; created and updated new content of a program as required for approval.
- Provided training/job shadowing opportunities to newly hired and existing staff.
- Received and responded to escalated/difficult calls; updated Manager on any unresolved issues that may further escalate or may be politically sensitive.
- Assisted in the investigation and resolution of complaints from customers referred by the Customer Service Representatives.
- Performed on-call duties, as required (rotation of shifts as per call centre hours).
Education
Diploma - Office Administration Diploma
Centennial College
Scarborough, ON 05.2001 -
Skills
Administrative support
Resourceful
Staff Management
Schedule Management
Advanced MS Office Suite
Timeline
Executive Assistant
City of Markham
01.2020 - Current
Contact Centre Customer Service Representative
City of Markham
03.2008 - 01.2020
Diploma - Office Administration Diploma
Centennial College
05.2001 -