Summary
Overview
Work History
Education
Skills
Languages
Timeline
BusinessDevelopmentManager
Sona Alipour

Sona Alipour

Toronto,ON

Summary

Proven track record in enhancing customer satisfaction and loyalty at Zabansara Language School, leveraging exceptional problem-solving abilities and active listening skills. Excelled in customer relationship management and Microsoft Office Suite, contributing to a significant improvement in service delivery standards. Demonstrated a strong commitment to team development and quality control, achieving a notable increase in repeat business.

Overview

18
18
years of professional experience

Work History

Customer Service Representative

Zabansara Language School
05.2016 - 07.2023
  • 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.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • 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.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
  • Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
  • Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
  • Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
  • 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.
  • 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.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • 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.
  • Developed and updated databases to handle customer data.
  • Cross-trained and provided backup support for organizational leadership.

Educational Leader and Tutor

Zabansara Language School
07.2010 - 05.2016
  • Mentored new teachers, sharing best practices and providing support throughout their first year of teaching.
  • Developed strong rapport with parents through regular communication, promoting active involvement in their child''s education.
  • Implemented effective classroom management techniques, fostering a positive and safe learning environment for all students.
  • Led professional development workshops for colleagues on topics such as differentiated instruction or integrating technology in the classroom effectively.
  • Participated in ongoing professional development opportunities to stay current on educational trends and research-based instructional strategies.
  • Served as an advisor for various extracurricular activities, fostering leadership skills and personal growth among students.
  • Utilized data-driven instruction to identify areas of improvement and tailor lessons accordingly for increased success rates among students.
  • Designed innovative lesson plans that catered to diverse learning styles and abilities.
  • Established a culture of collaboration and continuous improvement within the classroom through regular reflection on instructional practices and student outcomes.
  • Collaborated with fellow teachers to create interdisciplinary units, enriching the overall curriculum.
  • Maintained accurate records of student progress through diligent documentation practices, ensuring timely communication with stakeholders about achievements or concerns.
  • Established clear expectations for behavior and academic performance, resulting in a consistent atmosphere conducive to learning.
  • Incorporated real-world connections into lessons to foster critical thinking skills and promote deeper understanding of concepts.
  • Provided constructive feedback on student work, guiding them towards academic growth and improvement.
  • Supported special education students by implementing individualized accommodations and modifications within the general education setting.
  • Enhanced student learning experiences by incorporating hands-on activities and group projects.
  • Actively pursued grant opportunities to secure additional funding for classroom resources or professional development experiences.
  • Served on school committees focused on curriculum design or assessment policies, contributing valuable insights based on experience in the field.
  • Adapted instruction to meet the needs of English Language Learners, providing scaffolding and support for language acquisition.
  • Evaluated programs and monitored implementation and compliance with regulations to achieve objectives.
  • Planned and implemented staff development and in-service training programs to enhance knowledge and skills.
  • Implemented program-level departmental policies and procedures and managed budgets to support educational program and curriculum.
  • Established and updated objectives and tools for overall program and each department to enhance operations.
  • Developed partnerships with parents, businesses and organizations to build awareness, increase support and share resources.
  • Represented educational program at meetings and conferences to serve as subject matter liaison for array of services and activities assigned.
  • Scheduled educational activities, faculty lectures and departmental events to drive mission and values of institution.
  • Conferred and resolved education-related issues and problems with students, parents and school officials.
  • Checked on instructor lessons and communication in order to assess quality of education and assistance offered to students.
  • Monitored overhead, prepared budgets and directed spending and resources to support fiscal efficiency.
  • Organized and allocated resources required to meet needs of Number students and Number instructors.
  • Provided homework assistance using specific curriculum and materials.
  • Supported students with helpful study habits and exam strategies.
  • Collaborated with students to complete homework assignments, identify lagging skills, and correct weaknesses.
  • Motivated students towards learning and studying to build self-confidence and reduce fear of failure.
  • Provided one-on-one tutoring sessions, tailoring instruction to meet the specific needs of each student while promoting independent learning skills.
  • Increased student comprehension by utilizing personalized teaching methods and adapting to individual learning styles.
  • Provided constructive feedback on assignments, helping students improve their writing and problem-solving skills.
  • Tutored diverse groups of students to strengthen subject comprehension, boost confidence and build important learning skills.
  • Enhanced students'' understanding of subject matter by incorporating real-world examples into lessons.
  • Established positive relationships with both students and parents, fostering open communication regarding academic progress and goals.
  • Promoted critical thinking skills through engaging activities and consistent reinforcement of complex concepts.
  • Implemented creative instructional techniques to address the unique challenges faced by students with learning differences.
  • Used personalized learning plans to guide students to deeper understanding of course material and learning styles.
  • Conducted group tutoring sessions to help students engage active learning and critical thinking skills.
  • Maintained detailed records of student progress, using data to inform future instruction and target areas for improvement.
  • Leveraged technology and visual aids to engage students and enhance learning.
  • Managed scheduling and logistics for group tutoring sessions, accommodating the diverse needs of participating students and their families.
  • Maintained tutoring records to adjust instruction and update parents on student progress.
  • Coached and mentored less-experienced tutors to observe and measure outcomes.
  • Conducted regular evaluations of curriculum materials, making recommendations for updates or revisions as needed to maintain relevance in today''s rapidly changing world.
  • Assisted students in developing study skills and strategies.
  • Motivated students with accurate feedback and positive reinforcement.
  • Worked closely with students on specific class struggles, closely reviewing materials and assignments to offer targeted help.
  • Monitored student progress and provided feedback and support.
  • Developed methods to motivate and engage students in learning.
  • Assessed student learning needs and provided relevant instruction to close knowledge gaps.
  • Facilitated small group and one-on-one tutoring sessions focusing on academic subject areas.
  • Supported students in development of critical thinking skills and perseverance to persist with challenging tasks.
  • Conducted review sessions to help students prepare for tests.
  • Used variety of teaching methods to successfully help wide range of students.
  • Created personalized lesson plans to meet needs of diverse learners.
  • Mentored and coached students with focus on developing independence and self-confidence.
  • Collaborated with teachers, administrators and parents to determine how best to support student success.
  • Conducted tutoring sessions at schools, homes and public spaces.
  • Responded to email and telephone requests to provide students with specific information.
  • Administered standardized tests to assess student strengths and weaknesses.
  • Issued reports updating students, parents and teachers on student progress.
  • Maintained records of student assessments, tutoring activities and results.

Administrative Assistant

Negin Academy
05.2005 - 07.2010
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
  • Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
  • Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
  • Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
  • Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
  • Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
  • Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
  • Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
  • Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
  • Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
  • Facilitated collaboration within team by organizing regular meetings and tracking project progress.
  • Developed strategies to streamline and improve office procedures.
  • Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes.
  • Drafted correspondence and other documents for CEO and department heads in company's voice.
  • Managed department budgets and generated financial reports for management review.
  • Developed comprehensive reports for management by collecting data from various sources, analyzing trends, and presenting actionable insights.
  • Negotiated contracts with vendors and suppliers for office supplies, equipment and services.
  • Contributed to cost reduction efforts by identifying opportunities for process improvements and negotiating vendor contracts.
  • Managed filing system, entered data and completed other clerical tasks.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
  • Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
  • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
  • Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
  • Opened and properly distributed incoming mail to promote quicker response to client inquiries.
  • Volunteered to help with special projects of varying degrees of complexity.
  • Established administrative work procedures to track staff's daily tasks.
  • Liaised between clients and vendors and maintained effective lines of communication.
  • Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
  • Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
  • Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
  • Increased office participation in special events by creating newsletter with detailed calendars and other office updates.
  • Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
  • Transcribed and organized information to assist in preparing speeches and presentations.
  • Surpassed team goals by partnering with colleagues to implement best practices and protocols.

Education

Bachelor Of Arts - English Literature

University of Kurdistan
Iran Sanandaj

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Data Entry
  • Customer Relations
  • Problem Resolution
  • Call center experience
  • Computer Proficiency
  • Complaint resolution
  • Microsoft Excel
  • Professional telephone demeanor
  • Customer satisfaction measurement
  • Call Center Operations
  • Scheduling
  • Follow-up skills
  • Call Management
  • Product Knowledge
  • Paperwork Processing
  • Appointment Scheduling
  • Order Processing
  • Documentation
  • Team Development
  • Administrative Support
  • Microsoft Office Suite
  • Microsoft PowerPoint
  • Data Collection
  • Customer Relationship Management (CRM)
  • Quality Control
  • Filing
  • Customer Education
  • Product and service solutions
  • Order Fulfillment
  • Account updating
  • Research
  • Account Management
  • Reading Comprehension
  • Spreadsheets
  • Office equipment proficiency
  • Staff education and training
  • Conflict Mediation
  • Retail store support
  • Product Promotion
  • Service standard compliance
  • Stock management
  • Document Control
  • Brand representation
  • Delivery Scheduling
  • Receiving support

Languages

English
Professional Working
Persian
Native or Bilingual
Kurdish
Native or Bilingual

Timeline

Customer Service Representative

Zabansara Language School
05.2016 - 07.2023

Educational Leader and Tutor

Zabansara Language School
07.2010 - 05.2016

Administrative Assistant

Negin Academy
05.2005 - 07.2010

Bachelor Of Arts - English Literature

University of Kurdistan

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Sona Alipour