Samjhana Pakwan
Administrative Assistant
Mississauga,ON
Summary
Diligent and detail-oriented Administrator with proven history in successful team management. Extensive experience in Financial services industry with a strong customer service and administrative skills. Proven ability to manage multiple high -volume workloads while maintaining composure under pressure working in fast paced environments, including time sensitive situations where priorities are constantly changing. Strong interpersonal and problem solving abilities, effective mediation processes as well as proactive and innovative strategies for meeting organizational skills.
Overview
8
8
years of professional experience
2
2
years of post-secondary education
3
3
Languages
Work History
Finance Billing Administrator
ADT By TELUS
Mississauga, Ontario
05.2022 - 04.2024
- Manage the customer billing process to ensure timely and accurate invoicing, credit processing and application of payments from financial institution to customer account
- Review/consolidate invoices to ensure completeness and accuracy and timely delivery to customers
- Analyze and apply authorized credits
- Calculate the amount billed before and after tax to make sure credit/debit actions are done correctly on the account
- Increased billing accuracy by diligently reviewing and reconciling invoices and payment records.
Time Administrator
ADT By TELUS
11.2020 - 05.2022
- Key time for non-full time team members & exception time in CAT2(SAP SP1)
- Worked with HR staff to accurately track and update paid time off
- Maintained Planned Work Schedule Rules (SAP HP1) & schedule for those team member on specialized work schedules
- Maintained personnel records and updated internal databases to support document management.
Customer Service Representative
ADT SECURITY SERVICES CANADA
01.2017 - 10.2020
- Answered and directed 40+ calls daily, managing customer accounts, responding to service queries
- Assisted members on their account inquiries/issues over phone/emails/chat
- Achieved a productivity score above team average consistently, and maintained a Quality Score over 90%
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
PAYSAFE GROUP PLC
01.2012 - 01.2016
- Documented customer correspondence in CRM to track requests, problems and solutions
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices
- Assisted customers with making payments or establishing payment plans to bring accounts current
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Organized client contracts, records, reports and agendas to strengthen traceability
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Administrative Support Assistant
ACUBE IMPEX LIMITED
01.2010 - 01.2012
- Enhanced team collaboration by coordinating schedules and organizing meetings for optimal communication and task completion.
- Created organized systems for ordering office supplies regularly, reducing downtime due to lack of necessary materials.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained inventory of office supplies and placed orders.
- Assisted with basic accounting functions by reconciling.
- Managed filing system, entered data and completed other clerical tasks.
Park Interpreter
CITY OF CALGARY (Volunteer)
07.2016 - 02.2017
- Park Interpretive Experience
- Set up tables and chairs and unloaded necessary equipment to prepare for events
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Increased park attendance through the creation of interactive programs and events.
Administrative Support
BOYS & GIRLS CLUBS OF CALGARY (Volunteer)
06.2016 - 11.2016
- Delivered exceptional customer service through direct communication with clients and team members
- Developed and continuously improved digital filing and document management protocols
- Responded to inquiries via email, telephone and social media platforms
- Generated office correspondence and reports
- Assisted with special projects supporting sales and marketing campaigns
Education
Some College (No Degree) - Office Administration Co-op Course
05-2010
Completed High School -
04-2004
Skills
SAP HR Software
Microsoft Office Application(Excel, Word, PowerPoint)
Timeline Planning and Management
Process Billing Cancellations
Verify Compliant Delegation of Approval
Financial Reporting
Invoice generation
Data entry proficiency
Billing cycle management
Reception duties
Customer service
Call center experience
Team collaboration
CRM software proficiency
Scheduling and calendar management
Account reconciliation
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Languages
English
Advanced (C1)
Japanese
Intermediate (B1)
Nepali
Bilingual or Proficient (C2)
Work Preference
Work Type
Full TimeLocation Preference
HybridOn-SiteImportant To Me
Work-life balancePersonal development programsCompany CultureTeam Building / Company RetreatsCareer advancementTimeline
Finance Billing Administrator - ADT By TELUS
05.2022 - 04.2024
Time Administrator - ADT By TELUS
11.2020 - 05.2022
Customer Service Representative - ADT SECURITY SERVICES CANADA
01.2017 - 10.2020
Park Interpreter - CITY OF CALGARY (Volunteer)
07.2016 - 02.2017
Administrative Support - BOYS & GIRLS CLUBS OF CALGARY (Volunteer)
06.2016 - 11.2016
Customer Service Representative - PAYSAFE GROUP PLC
01.2012 - 01.2016
Administrative Support Assistant - ACUBE IMPEX LIMITED
01.2010 - 01.2012
Brian J. Fleming Catholic Adult Learning Centre - Some College (No Degree), Office Administration Co-op Course
Kanya High School - Completed High School,