Shirin Alwani
Calgary
Summary
Dynamic professional with a proven track record in customer relations and data management, notably at Propzap Realty. Excelled in enhancing customer satisfaction and streamlining CRM processes, contributing to significant improvements in client retention and sales figures. Skilled in team building and problem resolution, adept at delivering exceptional customer service and managing complex data with strong organizational prowess.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Relationship Manager
Propzap Realty
05.2022 - Current
- Managed customer relations on ongoing basis to maximize customer retention.
- Analyzed customer feedback to improve products and services, resulting in increased overall satisfaction levels.
- Delivered superior customer service to strengthen relationships and drive future business revenue.
- Enhanced customer satisfaction by addressing and resolving customer queries, concerns, and complaints in a timely manner.
- Delivered exceptional after-sales support by maintaining regular contact with clients, ensuring their continued satisfaction with purchased products or services.
- Implemented CRM systems to track customer interactions, leading to more efficient follow-ups and enhanced customer experiences.
- Conducted regular meetings with sales teams to discuss insights on customer behavior trends, contributing to increased sales figures.
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Assisted finance department in managing outstanding invoices from delinquent accounts, thereby reducing collection periods and improving cash flow management.
Student Administrator
CDI College
10.2019 - 03.2022
- Performed data entry and other administrative duties in support of office staff.
- Administered student records, creating and distributing records of academic performance to student and parents.
- Served as a liaison between students, parents, faculty, and administrators to resolve issues effectively and maintain positive relationships among stakeholders.
- Collaborated with faculty members to develop tailored academic support services for students in need.
- Checked accuracy of business transactions, contacting appropriate parties to correct errors in account payments.
- Partnered with financial aid office to provide accurate information regarding scholarships, grants, loans, work-study opportunities available to eligible students.
- Computed and record numerical data representing payment account statuses, assignment grading and GPA computation.
- Managed student payments, monitoring amounts due, receiving payments and collaborating with supervisors to handle delinquent accounts.
- Developed training materials for new Student Administrators to ensure consistency in service delivery across the department.
- Obtained primary financial data, check, and credit card numbers and other payment information.
Customer Support Representative
Telus Communications
01.2011 - 10.2019
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Utilized CRM tools effectively to track customer interactions, maintain records, and provide personalized assistance when needed.
- Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Collaborated with team members to identify areas of improvement in customer service protocols.
- Supported sales efforts by offering knowledgeable insights into product offerings during upselling opportunities.
- Resolved technical issues for customers with clear explanations and step-by-step guidance.
- Managed high call volumes with focus on quality and efficiency, ensuring customer inquiries were resolved promptly.
- Facilitated smooth communication between support team and other departments, optimizing resolution of customer issues.
Teller
Money Mart
01.2011 - 10.2014
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
Education
Certificate - Early Childhood Care And Education
North American Montessori Center
Calgary, AB05-2020
BBA - Accounting
University of Karachi
Karachi Pakistan03-2006
Skills
- Customer relations
- Strong organization
- Customer success management
- Exceptional customer service
- Data management
- Customer service excellence
- Cash handling and management
- Schedule management
- Team building
- Problem resolution
Languages
English
Full Professional
Urdu
Professional Working
Certification
AMVIC License
Timeline
Customer Relationship Manager
Propzap Realty
05.2022 - Current
Student Administrator
CDI College
10.2019 - 03.2022
Customer Support Representative
Telus Communications
01.2011 - 10.2019
Teller
Money Mart
01.2011 - 10.2014
Certificate - Early Childhood Care And Education
North American Montessori Center
BBA - Accounting
University of Karachi
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