Sajida Jakda

· Responsible for training new employees or leveraging staff to assist with training and continued development of direct reports

· Responsible for the coaching and development of staff, motivating staff to exceed KPI expectations

· Manage all dialing campaigns to client approved thresholds and voting targets

· Hit all defined KPIs

· Maintain core team turnover < 10% and target for zero legitimate call complaints

· Communicate and work with Engagement Center Support Team on a daily basis to ensure all tasks are completed in a timely and professional manner

· Co-coordinating with Director, Engagement Center Operations to recommend bonus, rewards, recognition, and incentive schemes

· Ensure accurate reports (both internal and client) are circulated

· Ensure that all escalated issues are duly handled with the appropriate resolution

· Maintain an up-to-date knowledge of industry developments

· Assist in the development and implementation of dialing strategies, operational processes and procedures

• Project manager for the Five 9 - Intelligent Virtual Agent – Initiation, Definition, Configuration, Configuration analysis (UAT Testing), Deployment, Adoption and Closing.
• Accomplished multiple tasks within established timeframes.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Cross-trained existing employees to maximize team agility and performance.
• Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
• Developed and maintained relationships with customers and suppliers through account development.
• Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
• Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
• Achieved departmental goals by developing and executing strategic plans and performance metrics.
• Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
• Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
• Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
• Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
• Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development.
• Established team priorities, maintained schedules and monitored performance.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Defined clear targets and objectives and communicated to other team members.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Assisted in organizing and overseeing assignments to drive operational excellence.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Developed detailed plans based on broad guidance and direction.
• Launched quality assurance practices for each phase of development
• Streamlined and monitored quality programs to alleviate overdue compliance activities.

· Other duties as assigned

• As a Senior Asset Reclamation Specialist, I'm responsible for the operational and technological functions related to Asset Reclamation
• The purpose of the role is to develop and execute best practices related to the direct areas of responsibility and to drive revenue for the business unit
• The Senior Asset Reclamation Specialist will work hand in hand with Corporate Actions and the Call Centre Team
• Kingsdale's Asset Reclamation service will locate and assist shareholders to convert un-exchanged shares of previously acquired companies into new entitlements
• The Asset Reclamation service is founded on a two-part value proposition: We eliminate the time and cost for issuers to find lost shareholders and make it easy for shareholders to exchange their shares by helping them every step of the way
• Registered shareholders may move and forget about their investment, or they may be deceased
• In each of these cases, the transfer agent will not be able to deliver dividend cheques, proxy material, or any other corporate communication to these “lost” shareholders
• Our Asset Reclamation service is free to issuers and transfers the effort to us as we are compensated by the shareholder
• Train, coach and develop current Call Center staff and/or hired staff as needed to meet resource requirement for current and future programs
• Engage in and work to resolve escalated issues
• Create key messaging for all mandates reacting dynamically to changing campaign logistics
• Perform research using our methodology and various tools to locate “lost shareholders“ in order to follow up with potential leads in order to locate the “lost shareholders”
• To engage shareholders to participate in our program to claim their unexchanged entitlement (shares and/or cash)
• Perform in-depth research to locate contact information for shareholders using online sources such as Google, phone directory sites, social media, etc
• Provide guidance and assistance on completing all documentation and support them throughout the entire process
• Understand the different requirements in order to submit a claim in good order
• To be able to cure deficiencies as they arise
• Document all information according to the Call Center's standard operating procedures, thus gathering and reporting intelligence as required
• Meet targets and deadlines based on each individual campaign
• Report any issues, concerns, objections that materially affect a call campaign immediately to the Call Center Support Team
• Flexibility to work different or extra hours as needed based on the campaign (based on geographic location of “lost shareholder”).
• Reduced project timelines through efficient planning and coordination of reclamation efforts.
• Increased efficiency in resource allocation for reclamation projects by optimizing inventory management systems.

• The role of the Supervisor, Call Center Operations was to work with and back up the Call Center Manager/Director of Call Center Operations on the day-to-day operations of the Call Center
• This included but was not limited to training, Quality Assurance, dialing strategy, goal setting, coaching and development of staff, meeting client related goals, daily and overall call targets and other duties as required by the Call Center Manager and/or Director of Call Center Operations
• The Supervisor handled all production and administrative duties with exception to hiring and firing, administrating disciplinary action and approving payroll or paid time off requests
• Responsible for training new employees or training and leveraging staff to assist with training and continued development of direct reports
• Responsible for the coaching and development of staff, motivating staff to exceed KPI expectations
• Manage all dialing campaigns to client approved thresholds and voting targets
• Hit all defined KPIs for shift line
• Assisting Manager with maintaining core team turnover < 10% and target for zero legitimate call complaints
• Communicate and work with Call Center Support Team on a daily basis to ensure all tasks are completed in a timely and professional manner
• Ensure accurate reports (both internal and client) are circulated
• Ensure that all escalated issues are duly handled with the appropriate resolution
• Assist in the development and implementation of dialing strategies, operational processes and procedures
• Identifying Client Care Representatives for development and methods to improve Call Center processes and procedures
• Flexibility to work extra hours as needed during peak season and on priority campaigns
• Other duties as assigned.
• Fostered strong relationships with internal departments to facilitate information sharing and improve overall customer experience outcomes.
• Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
• Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
• Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
• Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
• Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
• Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
• Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
• Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
• Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
• Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
• Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
• Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
• Boosted team performance by developing customer service training materials and conducting service training.
• Facilitated collaboration between team members on projects requiring cross-functional expertise for successful outcomes.
• Developed and implemented customer service policies to enhance satisfaction.
• Championed continuous improvement efforts within the organization by promoting best practices for processes, tools, or technologies.
• Evaluated staff performance and provided coaching to address inefficiencies.
• Collected, arranged, and input information into database system.
• Educated staff on organizational mission and goals to help employees achieve success.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Conducted regular reviews of operations and identified areas for improvement.
• Generated reports detailing findings and recommendations.
• Gathered, organized and input information into digital database.
• Developed effective improvement plans in alignment with goals and specifications.
• Maintained database systems to track and analyze operational data.
• Helped meet changing demands by recommending improvements to business systems or procedures.
• Devised and implemented processes and procedures to streamline operations.

• In the Senior Associate, Corporate Access role I was next in line for the succession planning
• I transitioned between operational support (executing dialing strategy, leading a shift line and sending out reports) and handling omnichannel communications (inbound, outbound, chat, email)
• I worked in tandem with the Supervisor in developing their skills (coaching and developing staff) including leading a shift line
• I handled escalated and sensitive calls
• In the Associate, Corporate Access role which was the next role up from the Client Care Representative role
• I was part of succession planning which was earned as I had developed all the skills in all aspects that were above expectations to exceeding expectations in Quality, campaign content, attendance and Call Center KPIs
• The role of the Client Care Representative was to provide superior customer service with a client's stakeholder base and meet the desired goal set out by the mandate for which we have been retained (i.e
• Annual Shareholder Meetings, Plan of Arrangements, Tender Offers, Contested Meetings, etc.)
• Includes duties of the Associate, Corporate Access and Client Care Representative roles
• Coaching and development of Client Care Agents under observation from Supervisor or Manager as part of their development
• Learn and assist with executing daily dialing strategy (resource allocation, campaign management and reporting)
• Training (learn and assist with both campaign and New Hire as needed)
• Quality Assurance (learn and assist with scoring, trending and coaching agents)
• Learning and assisting with the analysis of KPIs and production reports
• In the absence of the Call Center Manager, will perform daily operational duties except for disciplinary action, coaching (unless supervised) and payroll related issues
• Will handle escalated calls from peers
• Identifying methods to improve Call Center processes and procedures
• Ability to handle more complex calls, sensitive shareholder calls and institutional calls
• Will be tasked by Manager or Supervisor to handle top ranks on any campaign
• Have a complete understanding of the proxy voting process and how to assist shareholders with obtaining their control number without supervision from a supervisor or Manager
• As part of their development will be tasked with campaign specific projects which may include working directly with the File Manager or Analyst to learn the operational side of the business
• Makes proper judgement calls based on the situation at hand, (when to escalate or handle themselves)
• Works independently and meets their goals and targets assigned by the Supervisor or Manager with the desired results
• Enjoys working in a client-focused, structured and goal-oriented environment
• Must have excellent attendance (low or no absenteeism and is consistently punctual) and meet shift line expectations
• Ability to meet or exceed Call Center KPI expectations related to Call Quality, Talk Time and Wrap Time
• Ability to handle multichannel communication with stakeholders which includes but is not limited to inbound, outbound, email and chat
• Must be able to comprehend key concepts and terms during training of campaigns in order to effectively explain information to shareholders
• Perform in-depth research to locate contact information for stakeholders
• Cold calling brokers and financial institutions to determine client stock information
• Communicate key messaging based on each client's needs
• Document all call information according to the call center's standard operating procedures, thus gathering and reporting intelligence as required
• Meet targets and deadlines based on each individual campaign
• Report any issues, concerns, objections that materially affect a call campaign immediately to the Call Center Support Team
• Flexibility to work extra hours as needed during peak season and on priority campaigns.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed strong Campaign knowledge to provide informed recommendations based on Shareholder request.
• Processed customer service orders promptly to increase customer satisfaction.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Utilized customer service software to manage interactions and track customer satisfaction.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Developed customer service policies and procedures to meet and exceed industry service standards.
• Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
• Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
• Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
• Trained new Customer Service Representatives on company policies, procedures, and best practices.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Investigated and resolved customer inquiries and complaints quickly.
• Delivered prompt service to prioritize customer needs.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Maintained up-to-date knowledge of product and service changes.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Responded proactively and positively to rapid change.
• Promptly responded to inquiries and requests from prospective customers.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Trained new personnel regarding company operations, policies and services.
• Sought ways to improve processes and services provided.
• Cross-trained and provided backup support for organizational leadership.
• Trained staff on operating procedures and company services.

• The Customer Service/Technical Support Representative interfaces with customers via inbound/outbound calls and/or via the Internet
• This position provides customer service support and resolution of routine problems and questions regarding client products and/or services
• Be the point of contact for technical inquiries about hardware, software, or other designated client products
• Greet customers in a courteous, friendly, and professional manner using agreed-upon procedures
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Clarify customer requirements; probe for understanding; use decision-support tools and resources to resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking
• Prepare complete and accurate work including appropriate notating of accounts as required
• Maintain broad knowledge of client products, such as: smartphones, tablets, computers, and wearables
• Familiarity with iOS and/or macOS, or comparable technology, is preferred
• Listened to customer complaints and concerns and assisted them with finding possible solutions and ensuring mutually beneficial results for all clients with minimal supervision
• Always used clear, concise and professional communication to identify customer needs and provide information in regards to customers' enquiries
• Troubleshoot POS debit card machines and scheduled technicians to go out to replace the debit machines if required.
• Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
• Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
• Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
• Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
• Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
• Used ticketing systems to manage and process support actions and requests.
• Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
• Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
• Researched product and issue resolution tactics to address customer concerns.
• Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
• Managed high levels of call flow and responded to technical support needs.
• Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
• Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
• Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
• Responded promptly to incoming sales leads and requests for technical support.
• Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
• Researched and identified solutions to technical problems.
• Responded to customer inquiries and provided technical assistance over phone.
• Diagnosed and troubleshot hardware, software and network issues.
• Installed and configured operating systems and applications.
• Installed, configured and maintained computer systems and network connections.
• Monitored system performance to identify potential issues.
• Configured hardware, devices, and software to set up work stations for employees.
• Configured and tested new software and hardware.
• Helped streamline repair processes and update procedures for support action consistency.
• Offered assistance in implementing and developing training programs.
• Tested new software and hardware prior to deployment.

• As a customer service and Technical Support Representative my role was to troubleshoot and solve complex customer technical issues
• This opportunity allowed me to accelerate my career growth, honing problem-solving, collaboration and research skills, and deepening my technical proficiency
• Investigate and solve complex customer technical issues and act as an advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices
• Lead in building communities with peer delivery roles and sharing knowledge through readiness programs, technical coaching and mentoring of others
• Deepening my technical and professional proficiency to enable me to resolve complex customer issues, through training and readiness
• Engaged with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft Surface 8 product improvements
• Exhibit leadership through personal responsibility, accountability and teamwork
• Act as a technical focal point in cooperative relationships with other companies
• Manage crisis situations that may involve technically challenging issues and diverse audiences while ensuring High customer satisfaction
• Own and resolve technically complex mission critical or politically hot customer issues
• Use trace analysis, debug skills and other proprietary tools, to analyze problems and develop solutions to meet customer needs
• Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and executive management.
• Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
• Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
• Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
• Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
• Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
• Used ticketing systems to manage and process support actions and requests.
• Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
• Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
• Researched product and issue resolution tactics to address customer concerns.
• Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
• Managed high levels of call flow and responded to technical support needs.
• Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
• Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
• Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
• Implemented feedback from customers to improve overall quality of support services provided by the team.
• Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
• Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
• Responded promptly to incoming sales leads and requests for technical support.
• Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
• Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
• Researched and identified solutions to technical problems.
• Responded to customer inquiries and provided technical assistance over phone.
• Diagnosed and troubleshot hardware, software and network issues.
• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
• Installed and configured operating systems and applications.
• Installed, configured and maintained computer systems and network connections.
• Created user accounts and assigned permissions.
• Monitored system performance to identify potential issues.
• Configured hardware, devices, and software to set up work stations for employees.
• Configured and tested new software and hardware.
• Patched software and installed new versions to eliminate security problems and protect data.
• Maintained servers and systems to keep networks fully operational during peak periods.
• Helped streamline repair processes and update procedures for support action consistency.
• Generated reports to track performance and analyze trends.
• Offered assistance in implementing and developing training programs.
• Tested new software and hardware prior to deployment.
• Assisted in development of system security protocols.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Removed malware, ransomware, and other threats from laptops and desktop systems.

• In this role I provided a pleasant, professional, and knowledgeable customer service
• It left a lasting impression on customers, helping them choose to continue as Rogers customers
• Educated customers on the benefits of being a Rogers customer
• Determine customer needs and promote the best-suited products and services
• Handled all types of calls from start to end with care, compassion, and empathy
• Good communication skills both written and verbal
• A commitment to customer service excellence
• Excellent listening skills, patience, and the ability to diplomatically overcome the objection
• Ability to communicate with clarity, empathy, enthusiasm, and professionalism
• Excellent negotiation and problem-solving skills
• A passion for technology
• Personal organization, dedication, and reliability
• A goal-oriented team player mindset with the ability to work in a dynamic, fast-paced, and rapidly changing environment
• Results-oriented and exceptional problem-solving skills with the ability to pay attention to detail
• Experience in an inbound consultative sales and service work environment is an asset
• Ability to work from home if needed requiring an internet connection (hard wired) and speed of 50mbps or higher
• Utilized tactful sales skills to promote new or additional services or products by cross selling and up-selling to prospects and customers following a scripted outline
• Resolved customers billing issues and took payments over the phone.
• Served as a reliable resource for colleagues seeking assistance in handling complex customer inquiries or concerns.
• Coordinated special events exclusive to loyal customers as a means of expressing gratitude for their continued support.
• Managed escalated calls professionally, resulting in successful outcomes that retained valued customers.
• Consistently met or exceeded performance metrics related to customer satisfaction, call handling time, and issue resolution rates.
• Increased retention rates through personalized interactions with customers and understanding their needs.
• Worked closely with marketing teams on targeted campaigns aimed at increasing participation in the loyalty program.
• Supported sales initiatives by informing customers about available rewards, promotions, and loyalty program benefits.
• Assisted customers with enrollment in the loyalty program by providing clear instructions on registration processes.
• Maintained up-to-date knowledge of industry trends and competitor offerings to better serve client needs.
• Boosted customer satisfaction levels by resolving issues efficiently and maintaining a courteous demeanor at all times.
• Developed rapport with clients, leading to long-lasting relationships built on trust and mutual respect.
• Promoted brand loyalty by effectively communicating the value of various products or services offered by the company.
• Implemented feedback from supervisor''s coaching sessions to continually improve personal performance as a Loyalty Representative.
• Enhanced customer loyalty by providing exceptional service and addressing concerns promptly.
• Processed reward redemptions accurately, ensuring timely delivery of benefits to customers.
• Participated in ongoing professional development opportunities to stay current on best practices within the customer loyalty field.
• Trained new Loyalty Representative hires in product knowledge, company policies, and effective communication techniques.
• Developed new strategies for customer retention activities.
• Adhered to appropriate legal scripting when required.
• Developed product demonstrations and presentations for customers.
• Investigated and resolved customer inquiries and complaints quickly.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Delivered prompt service to prioritize customer needs.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Met customer call guidelines for service levels, handle time and productivity.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Maintained up-to-date knowledge of product and service changes.
• Educated customers about billing, payment processing and support policies and procedures.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Responded proactively and positively to rapid change.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Promptly responded to inquiries and requests from prospective customers.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Trained new personnel regarding company operations, policies and services.
• Managed timely and effective replacement of damaged or missing products.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.
• Cross-trained and provided backup support for organizational leadership.
• Trained staff on operating procedures and company services.
• Increased efficiency and team productivity by promoting operational best practices.
• Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
• Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.

• Made calls to customers who were 30-60days past due and helped made arrangements to bring their accounts up-to-date
• Made and received calls on behalf of our client partners
• Followed company call procedures without variance
• Understood the customer's situation and help make arrangements and took payment over the phone.
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Managed conflict resolution among team members, fostering a positive and collaborative work environment.
• Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
• Promoted high standards through personal example to help each member understand expected behaviors and standards.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
• Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
• Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
• Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
• Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
• Assisted in recruitment to build team of top performers.
• Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
• Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
• Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
• Optimized resource allocation to maximize overall team output while minimizing costs.
• Evaluated staff performance and provided coaching to address inefficiencies.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Conducted regular reviews of operations and identified areas for improvement.
• Educated staff on organizational mission and goals to help employees achieve success.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Processed customer service orders promptly to increase customer satisfaction.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Tracked customer service cases and updated service software with customer information.
• Trained new Customer Service Representatives on company policies, procedures, and best practices.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Investigated and resolved customer inquiries and complaints quickly.
• Delivered prompt service to prioritize customer needs.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Educated customers about billing, payment processing and support policies and procedures.
• Responded proactively and positively to rapid change.
• Promptly responded to inquiries and requests from prospective customers.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Managed timely and effective replacement of damaged or missing products.
• Trained staff on operating procedures and company services.
• Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.

• Trained representatives in duties and policies and assigned and reviewed work
• Spoke in a comprehensible manner ensuring the individuals were well aware of the questions being asked then inducted them into computer database software
• Established and maintained good relationships with co-workers, customers and management to enhance team dynamics.
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Managed conflict resolution among team members, fostering a positive and collaborative work environment.
• Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
• Promoted high standards through personal example to help each member understand expected behavious and standards.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
• Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
• Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
• Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
• Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
• Assisted in recruitment to build team of top performers.
• Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
• Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
• Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
• Optimized resource allocation to maximize overall team output while minimizing costs.
• Evaluated staff performance and provided coaching to address inefficiencies.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Conducted regular reviews of operations and identified areas for improvement.
• Educated staff on organizational mission and goals to help employees achieve success.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Processed customer service orders promptly to increase customer satisfaction.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Tracked customer service cases and updated service software with customer information.
• Trained new Customer Service Representatives on company policies, procedures, and best practices.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Investigated and resolved customer inquiries and complaints quickly.
• Delivered prompt service to prioritize customer needs.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Educated customers about billing, payment processing and support policies and procedures.
• Responded proactively and positively to rapid change.
• Promptly responded to inquiries and requests from prospective customers.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Managed timely and effective replacement of damaged or missing products.
• Trained staff on operating procedures and company services.
• Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.

• Maintained a clean, organized sales floor to promote a pleasant shopping experience for customers.
• Developed strong relationships with customers, driving repeat business and loyalty.
• Processed transactions quickly and accurately, maintaining a high level of customer satisfaction.
• Kept front check out area clean and organized for efficient service.
• Collaborated with team members to achieve store sales targets and improve overall performance.
• Boosted sales by effectively promoting products and engaging with customers.
• Assisted customers by finding items quickly to boost store satisfaction rates.
• Processed payments and returns with accuracy and efficiency.
• Assisted in organizing store displays for maximum visibility and attractiveness to potential buyers.
• Efficiently restocked shelves during shifts, keeping merchandise levels consistent for seamless shopping experiences across all departments within the store.
• Supported colleagues during busy periods, ensuring balanced workloads and efficient operations throughout the store.
• Handled returns or exchanges professionally, minimizing negative experiences for customers while adhering to company policies.
• Helped customers complete purchases by moving heavy items, collecting payments, and bagging purchases.
• Enhanced customer service experience by acting quickly and applying appropriate resolutions for common problems.
• Placed new merchandise on shelves and racks in appealing, organized arrangements to drive sales.
• Inspected floor displays, noted missing items, and immediately replenished merchandise.
• Opened and closed store by balancing cash registers and receipts.
• Demonstrated strong communication skills while interacting with diverse clients, building rapport that facilitated successful transactions.
• Managed inventory to ensure optimal product availability for meeting customer needs.
• Provided excellent customer service, consistently exceeding expectations for attentiveness and problem resolution.
• Maintained customer satisfaction with quick and professional handling of product returns.
• Adapted quickly to new products or promotions, incorporating them into sales presentations seamlessly for greater impact on revenue generation.
• Participated in regular training sessions, staying current on product knowledge and best practices for effective sales techniques.
• Addressed customer inquiries and resolved issues promptly, resulting in positive feedback and increased trust.
• Increased upselling success by identifying customer needs and suggesting appropriate additional products or services.
• Conducted periodic audits of cash registers; ensured accurate cash handling for both opening and closing procedures.
• Scanned merchandise and bagged using appropriate strategies for different items.
• Assisted management team in preparing weekly schedules that maximized employee coverage during peak hours.
• Developed and implemented marketing plans to increase brand awareness and drive sales.
• Answered customer questions about products and services, helped locate merchandise, and promoted key items.
• Provided exceptional services and pleasant shopping experiences to retail customers.
• Engaged in friendly conversation with customer to better uncover individual needs.
• Listened to customer needs and desires to identify and recommend optimal products.
• Managed efficient cash register operations.
• Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
• Stocked merchandise, clearly labeling items, and arranging according to size or color.
• Developed strong rapport with customers and created positive impression of business.
• Maintained up-to-date knowledge of store sales, payment policies and security standards.
• Recommended complementary purchases to customers, increasing revenue.
• Created inviting environment for customers by maintaining store organization and cleanliness.
• Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
• Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
• Built customer loyalty and retention by delivering excellent shopping experiences.
• Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.

• Improved patient satisfaction by efficiently managing front desk operations and addressing inquiries professionally.
• Increased office productivity by multitasking efficiently during peak hours, handling multiple responsibilities simultaneously.
• Handled sensitive situations compassionately when dealing with distressed patients or families during difficult times.
• Collaborated with medical staff to ensure seamless communication and coordination of patient care.
• Maintained patient databases and updated information in alignment with HIPAA protocols.
• Contributed to welcoming atmosphere by greeting patients warmly upon arrival and assisting them throughout their visit.
• Reviewed and sent medical records to other physicians upon request.
• Enhanced office efficiency by maintaining organized patient records and scheduling appointments accurately.
• Managed high call volumes, directing calls to appropriate departments while providing accurate information to callers.
• Assisted in billing processes, ensuring accurate records and timely payments from insurance companies and patients.
• Pulled charts and prepared for nurse and doctor assessment.
• Streamlined the check-in process for patients, resulting in reduced wait times and increased satisfaction.
• Provided exceptional customer service, promptly addressing concerns and resolving issues to maintain a positive environment.
• Updated demographics regularly on electronic health record systems ensuring accuracy and up-to-date information accessible during visits.
• Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.
• Handled office inventory by ordering new supplies and scheduled equipment services and repairs.
• Supported administrative tasks such as filing, data entry, and document preparation for medical professionals.
• Assisted in inventory management for office supplies, ensuring adequate stock levels were maintained at all times.
• Maintained strict confidentiality of patient information, adhering to HIPAA regulations and protecting privacy rights.
• Aided with prescription refill requests.
• Scheduled, rescheduled, and cancelled appointments for dental patients.
• Kept patients' appointments on schedule by informing provider of patient's arrival and any delays.
• Facilitated smooth workflow within the practice by communicating effectively with colleagues across various departments.
• Participated in team meetings for continuous improvement of policies, procedures, and overall office operations efficiency.
• Organized paperwork such as charts and reports for office and patient needs.
• Anticipated needs of medical professionals by preparing necessary documents beforehand, resulting in smoother appointments and less downtime between patients.
• Coordinated referrals for specialist consultations, ensuring timely appointments and proper documentation transfer between providers.
• Received, recorded and filed medical payments by check, cash, and credit card.
• Maintained clean reception area, creating a comfortable environment for patients and visitors alike.
• Maintained records by recording, obtaining, and updating personal and financial information.
• Welcomed minimum 200 patients and visitors per day via telephone and in person.
• Filed and retrieved patient records for provider.
• Managed multi-line phone system and pleasantly greeted patients.
• Supported office staff and operational requirements with administrative tasks.
• Maintained current and accurate medical records for patients.
• Transcribed phone messages and relayed to appropriate personnel.
• Coordinated patient scheduling, check-in, check-out and payments for billing.
• Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
• Checked patient insurance, demographic, and health history to keep information current.
• Helped patients complete necessary medical forms and documentation.
• Printed prescription requests and queries in compliance with practice protocol.
• Completed patient referrals to other medical specialists.
• Notified manager of incidents and potential incidents relating to patients and staff for swift action.
• Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
• Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
• Answered telephone calls to offer office information, answer questions, and direct calls to staff.
• Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
• Obtained payments from patients and scanned identification and insurance cards.
• Performed various administrative tasks by filing, copying and faxing documents.
• Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
• Managed office logistics by scheduling appointments, maintaining files and collecting payments.
• Prepared and processed patient referrals and transfer requests.
• Organized and maintained patient chart filing system to promote quick data finding for staff.
• Completed administrative patient intakes with case histories, insurance information and mandated forms.
• Assisted with medical coding and billing tasks.
• Placed new supply orders, managed inventory and restocked clerical spaces.
• Processed medical insurance claims and payments.
• Registered and verified patient records before triage with most up-to-date information.
• Managed office bookkeeping with insurance billing and patient payments.
• Received and routed laboratory results to correct clinical staff members.
• Greeted visitors and initiated triage processes for clients to streamline patient flow.