Hellane Osman
Ottawa,Canada
Summary
Hardworking candidate skillful in providing excellent customer service. Proven track record of resolving customer issues in a timely manner while upholding the highest standards of customer satisfaction. Extensive experience in using multiple communication channels, including phone, email, and web chat. Strong interpersonal skills, and an ability to lead and motivate a team to success.
Overview
9
9
years of professional experience
Work History
Community Safety Dispatcher
Ottawa Community Housing
05.2024 - Current
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Relay critical information to security staff, residents, law enforcement, or emergency medical services (EMS) when needed.
- Maintain clear and concise communication with both on-site staff and external emergency responders.
- Dispatch security officers to handle specific incidents, whether they be potential trespassing, noise complaints, suspicious activity, or emergencies like fires or medical situations.
- Act as a point of contact for emergency situations, ensuring that all necessary personnel or responders are dispatched promptly.
Customer Service Specialist
Air Canada
04.2023 - Current
- Performed quality control checks on boarding passes before issuing them to passengers
- Collaborated closely with co-workers to ensure smooth operational flow during peak hours of business
- Coordinated with airline personnel to accommodate special needs passengers whenever possible
- Utilized problem-solving abilities to address complex customer issues with efficiency and accuracy
- Created detailed reports of passenger feedback for management review on a regular basis
- Provided exceptional customer service to passengers and staff at the airport, including resolving conflicts and addressing inquiries
Government services / Planning Sessions Agent
BGRS
01.2022 - 03.2023
- Review and reconcile relocation files, ensuring compliance with the Relocation Directive
- Review Customer's submitted expense claims, while providing guidance as to what is required for future claims submissions
- Effectively resolve complex relocation problems within the constraints of the Relocation Directive
- Contact appropriate individuals for urgent and emergency requests to ensure requests are handled in a timely manner
- Various administrative tasks including record keeping and data entry
- Record detailed notes for each planning session in the Customer's profile for future review
Outbound and Inbound Assisted Install Representative
Bell Canada - MSI Corp
06.2018 - 11.2019
- Troubleshooting over the phone with both customers and Bell Canada field technicians
- Assisting customers with what they need over the phone
- Assisting technicians with any interruptions while on site
- Doing follow ups before and after installation
- Data entry of all given responses
- Coordinate a variety of orders for new installations, moves, adds, changes, cancellations and customer win-backs
- Ensure order quality and accuracy, while coordinating with other departments to meet service activation dates
- Adhere to call duration and scheduling requirements
- Close sales and efficiently place orders within allotted time frames
- Determine and negotiate the best solution, as well as choosing the most appropriate procedure to follow
- Communicate and establish ongoing partnerships with internal and external customers
Monitoring Agent
ADT Security Services
06.2017 - 09.2017
- Handle incoming and outgoing calls from customers to identify and resolve basic alarm system technical issues
- Effectively evaluate the need for a service technician to physically resolve the problem and create, schedule and close service jobs
- Educate and guide the customer through our web tool and educate them on self-serve options
- Support customer billing inquiries as it relates to their invoices, services, pay cycles and payment types
- Navigating through various systems and tools Identify, resolve and clarify any billing related issues and provide clear explanations to customers
Customer Service Representative
Imarketing Solutions Group
06.2016 - 10.2016
- Provided information to customers
- Responded to general inquiries as needed
- Met and exceeded monthly performance targets including call quality, attendance and punctuality as well as call handle time
Education
Early Childhood Education -
Algonquin College
01.2022
High school diploma -
Omer-Deslauriers Highschool
01.2016
Skills
- Microsoft Word
- Excel
- PowerPoint
- Outlook
- Financial services
- Operational risk management
- Organizational skills
- Multitasking skills
- Customer service
- Database systems
- Selling skills
- Telephone manner
- Quality customer service
- Desktop support
- Application support
- Team-oriented
- Documentation protocols
- Communication channels
- Interpersonal skills
- Leadership skills
Languages
Timeline
Community Safety Dispatcher
Ottawa Community Housing
05.2024 - Current
Customer Service Specialist
Air Canada
04.2023 - Current
Government services / Planning Sessions Agent
BGRS
01.2022 - 03.2023
Outbound and Inbound Assisted Install Representative
Bell Canada - MSI Corp
06.2018 - 11.2019
Monitoring Agent
ADT Security Services
06.2017 - 09.2017
Customer Service Representative
Imarketing Solutions Group
06.2016 - 10.2016
High school diploma -
Omer-Deslauriers Highschool
Early Childhood Education -
Algonquin College
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