Sajida Jakda

Experienced and results-driven manager with a track record of over ten years of proven success in team leadership, operations planning, and organizational efficiency. Demonstrated expertise in training, mentoring, and motivating employees to consistently deliver exceptional service and meet company objectives. Skilled in problem-solving, policy enforcement, and implementing best practices to streamline operations, reduce costs, and enhance performance. Recognized for building strong relationships with diverse stakeholders, and fostering a collaborative, empowered workplace culture. Committed to continuous improvement, maintaining high service standards, and achieving measurable business results.

Customer Service and Call Centre Representative Certificate • University of Toronto, Toronto, ON

Microsoft Certificate • Arvato Digital Services, Waterloo, ON

O.S.S.D • Madrasatul Banaat AL Muslimaat, Etobicoke, ON

Kingsdale Advisors | Toronto, ON 09/2014 – Present

Manager, Engagement Centre (01/2019 – Present)

Collaboration and Leadership:

• Collaborate with Engagement Centre Support Team to deliver timely and professional results.
• Partner with Director of Engagement Centre Operations to implement incentive programs.
• Distribute accurate reports to internal and client teams, ensuring transparency and precision.
• Played pivotal role in resolving escalated issues with effective solutions.
• Stayed abreast about latest industry developments to maintain competitive edge.

Project Management and Strategy:

• Led all phases of Five 9 - Intelligent Virtual Agent (IVA) Project, including initiation, definition, configuration, deployment, adoption, and closure.
• Directed configuration analysis and User Acceptance Testing (UAT) for Five 9 - IVA, guaranteeing project success.
• Supported creation and execution of strategic dialing campaigns, operational processes, and procedures.
• Gained proficiency in utilizing TeamViewer Alteryx system-specific workflow to optimize daily dialing list processes.

Operational Excellence:

• Executed multiple assignments successfully within established timelines.
• Enhanced customer satisfaction by promptly resolving disputes and maintaining open communication.
• Improved team agility and performance by cross-training employees, boosting operational flexibility.
• Ensured alignment with business objectives through effective stakeholder communication.

Data Analysis and Culture Development:

• Analyzed business performance data to identify and capitalize on opportunities for improvement.
• Cultivated strong organizational culture focused on engagement, collaboration, and continuous learning.
• Increased team performance and morale by advocating for supportive, educational work atmosphere.

Senior Asset Reclamation Specialist (01/2015 – Present)

Asset Management and Strategy:

• Administer operational and technological aspects of Asset Reclamation and formulate strategies to maximize revenue from Asset Reclamation Campaigns.
• Collaborate with Corporate Actions and Call Centre Teams to craft essential campaign messaging.
• Adapted to changes in campaign dynamics to improve service delivery.

Team Mentorship:

• Coached and developed Call Centre staff to elevate performance and shareholder satisfaction.
• Provided comprehensive support during share exchange process, assisting shareholders in exchanging delisted shares for new entitlements via Kingsdale's service.
• Facilitated transition of accounts for deceased shareholders, ensuring smooth transitions.

Research and Compliance:

• Utilized online research tools to locate “lost shareholders” and retrieve contact information.
• Assisted in completing documentation by providing end-to-end support.
• Submitted claims accurately, adhering to STAT Guidelines for reclaiming lost assets.
• Addressed any deficiencies to maintain claim quality and compliance.

Supervisor, Call Centre Operations (09/2016 – 12/2018)

Operational Management:

• Administered and optimized call center operations under supervision of Manager and Director.
• Conducted comprehensive training sessions, fostering skill development and goal achievement.
• Oversaw production and administrative tasks, including hiring and payroll.

Team Leadership:

• Led high-performing team, providing coaching and motivation to exceed performance expectations.
• Conducted thorough staff evaluations, promoting professional growth and development.
• Played a key role in formulating and executing dialing strategies and operational procedures.

Performance Enhancement and Problem-Solving:

• Met and exceeded designated Key Performance Indicators (KPIs) on consistent basis.
• Contributed to maintaining low turnover rate and achieved goal of zero legitimate call complaints.
• Resolved escalated shareholder issues, upholding high service standards.
• Demonstrated flexibility by working additional hours during peak times and critical projects.
• Exemplified leadership and problem-solving skills, boosting team productivity and process efficiency.

Call Center Representative, Associate, Corporate Access and Senior Associate, Corporate Access (09/2014 – 08/2016)

Operational Support and Communication:

• Advanced to Senior Associate, Corporate Access role through effective operational support and omnichannel communication.
• Established track record in team development, coaching, and leadership, contributing to organization's succession planning.

Process Management:

• Exceeded performance benchmarks in quality, campaign content, attendance, and Call Center Key Performance Indicators (KPIs).
• Displayed multi-role proficiency by executing tasks for Associate, Corporate Access, and Client Care Representative roles.
• Excelled in training and mentoring Client Care Agents, enhancing skills under managerial oversight.

Quality Assurance & Project Participation:

• Demonstrated expertise in campaign management, resource allocation, and daily dialing strategies.
• Participated in quality assurance processes, including agent scoring, trending, and coaching, to uphold service standards.
• Assumed daily operational responsibilities in absence of Call Center Manager, excluding disciplinary and payroll tasks.
• Participated in campaign-specific projects, acquiring operational knowledge from file managers and analysts.

Moneris Solutions | Etobicoke, ON 02/2013 – 08/2013

Technical Support Representative

Excellent Customer Service:

• Delivered comprehensive customer service and technical support across phone and online platforms.
• Maintained in-depth knowledge of client products, including POS systems.
• Communicated with customers effectively and independently to resolve issues satisfactorily.

Technical Troubleshooting and Training:

• Troubleshot POS debit card machines and coordinated replacements.
• Provided remote technical support, guiding customers through step-by-step troubleshooting.
• Employed advanced troubleshooting techniques to resolve complex technical problems.
• Supported development and implementation of technical staff training programs.
• Conducted comprehensive testing of new software and hardware before deployment.

Arvato Digital Services | Kitchener, ON 09/2012 – 12/2012

MS Office and Windows 8 Customer Service, Sales, and Technical Support Representative

Automation Techniques and Tools:

• Provided excellent customer service, quickly addressing issues and offering clear technical explanations.
• Elevated technical proficiency and problem-solving skills.
• Created automation techniques and diagnostic tools for Microsoft Surface 8.

Product Knowledge and Testing:

• Managed technical crises to maintain high customer satisfaction.
• Delivered professional remote assistance, resolving technical issues with step-by-step guidance.
• Maintained expertise in company products to provide reliable information to customers.
• Demonstrated problem-solving skills and product knowledge, improving first-call resolution rates.
• Escalated urgent cases for quick resolution in critical situations.
• Updated technical knowledge through workshops, seminars, and self-study.
• Performed testing and configuration of new software and hardware.

Earlier Career History: Customer Service, Sales, and Loyalty Representative • Rogers Communications, Cambridge, ON

Microsoft Office Suite | POS | Microsoft Surface 8