Zainab Ali
Toronto,ON
Summary
I am an individual looking to obtain a position which will highlight my professionalism and expertise in the fields of biotech, health care data entry/analyst, customer service, training, development and leadership.
Overview
9
9
years of professional experience
Work History
Call Center Customer Service Representative
Skilled Trades Ontario
, ON
12.2022 - Current
- Assisted clients to provide immediate, friendly and knowledgeable support.
- Answered incoming calls, processed transactions, guided clients, assisted with customer concerns and inquires to maintain satisfaction.
- Delivered customer service to clients using active listening and engagement skills.
- Entered new and updated information into customer accounts.
- Documented customer correspondence in database to track requests, problems and solutions.
Data Entry/Administrator
Whitecap RSC Medical (Biotech Startup)
Remote
01.2021 - 07.2022
- Planned and developed data entry documentation and instructions to optimize data delivery.
- Identified and corrected improper cases of data entry to prevent data redundancies and integrity failures.
- Managed entire data lifecycle from creation to archiving processes, establishing protocols to speed data entry procedures.
- Created and implemented administrative processes and procedures to prioritize job tasks and establish personnel responsibilities.
- Assisted customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
Inbound Sales Representative/B2B Agent
O2E Brands
Vancouver, BC
01.2019 - 02.2021
- Managed high volumes of inbound and outbound calls in fast-paced environment to build, cultivate and establish lucrative client relationships.
- Monitored queues and email inboxes to respond to consumers via multiple media formats.
- Tracked programs and provided services to improve consumer retention.
- Attended educational seminars and conferences to develop expertise and improve performance.
- Improved profitability and developed pipeline using multiple marketing channels and sales strategies.
Pharmacy Assistant
Shoppers Drug Mart
Surrey, BC
08.2018 - 06.2020
- Performed filing, copying, faxing and other clerical tasks.
- Entered current customer, payment and inventory information into system to keep data accurate.
- Received and verified daily incoming drug inventories, reported discrepancies and logged items into inventory system.
- Received, reviewed, dispensed and labeled prescriptions daily.
- Followed strict confidentiality protocols to protect customers' private medical information.
- Coordinated patient prescription counseling with pharmacist.
Union Steward
UFCW Private Sector Union
Vancouver, BC
05.2017 - 05.2019
- Interpreted contractual agreements for employers and employees to support collective bargaining and labor relations processes.
- Helped management develop strategies for negotiating with labor unions and obtaining optimum terms.
- Gathered information and statistics for economic and labor-related proposals.
Cash Auditor/Supervisor
Hudson News YVR
Richmond, BC
01.2015 - 08.2017
- Directed completion of planned audits, assessed records and procedures for accuracy to accomplish objectives and appraised policies and plans under audit review.
- Trained, developed and provided performance management initiatives to audit staff.
- Adhered to audit principles, standards and practices to keep company in good standing.
Education
Real Estate
UBC Sauder School of Business
Vancouver, BC10.2023
Diploma of Pharmaceutical Quality Assurance And Quality Control -
CDI College
Vancouver, BC05.2019
Some College (No Degree) - Dental Assisting
CDI College
Vancouver, BCSkills
- Data entry
- Process development
- Administrative management
- Scheduling and calendar management
- Invoicing and billing
- Supervision & leadership
- Pharmacy operations
- File copy requests / Clinical records
- Organization and maintenance of confidential records
- Customer service
Accomplishments
- UFCW - Outstanding customer service recognition
- Internship Excellence Recognition Award
- Volunteer at Vancouver General Hospital for Mental Health Unit
- Volunteer at Vancouver Salvation Army for feeding the homeless
- Volunteer at Whiterock Baptist Church for youth and leadership program
References - Available Upon Request
Timeline
Call Center Customer Service Representative
Skilled Trades Ontario
12.2022 - Current
Data Entry/Administrator
Whitecap RSC Medical (Biotech Startup)
01.2021 - 07.2022
Inbound Sales Representative/B2B Agent
O2E Brands
01.2019 - 02.2021
Pharmacy Assistant
Shoppers Drug Mart
08.2018 - 06.2020
Union Steward
UFCW Private Sector Union
05.2017 - 05.2019
Cash Auditor/Supervisor
Hudson News YVR
01.2015 - 08.2017
Real Estate
UBC Sauder School of Business
Diploma of Pharmaceutical Quality Assurance And Quality Control -
CDI College
Some College (No Degree) - Dental Assisting
CDI College
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