Customer Service Human Resources

Jayrin Sultana

Toronto, ON, M*C *L* 647-***-**** *************@*****.***

SUMMARY OF SKILLS & QUALIFICATIONS

Over 3 years of work experiences in human resources and customer service

Master’s degree in human resource management from University of Toronto

Strong organization skills with ability to prioritize multiple tasks and deadlines

Effective interpersonal and communication skills to develop and maintain relationships with customers, employees and stakeholders

Sound knowledge of employment related legislation (ESA, Ontario Human Rights Code, Occupational Health and Safety Act) and HR policies and practices

Creative problem solver with ability to analyze situations and provide solutions

Ability to work both in team and individually under minimal supervision

Proficiency with Microsoft Office including Word, Excel, PowerPoint

EDUCATION

Master of Industrial Relations and Human Resources 2018

Centre for Industrial Relations and Human Resources, University of Toronto

EMPLOYMENT EXPERIENCE

Customer Service Representative November 2016 to September 2017

STAPLES Canada

Provided outstanding customer service by identifying customer needs, providing guidance and processing their purchases quickly and efficiently resulting in increased sales

Managed and assisted in the resolution of customer complaints, returns and exchanges in a diplomatic manner to guarantee quality customer service experience

Planned, organized and prioritized efficiently while working on both the Service Desk and Copy Centre areas to effectively serve the customers

Provided training and assistance to new employees on the in-house customer service system

Talent Coordinator January 2013 to March 2016

Banglalink Digital Communication Ltd.

Provided recruitment support through screening resumes and participating in candidate interviews

Conducted training sessions for new employees with respect to customer service procedures, promotional updates, and system tools through using PowerPoint.

Designed and organized training materials by collecting data from company web site, compiling relevant information and summarize data through Microsoft Excel

Arranged and coordinated meetings, events and appointments through scheduling system via internal shared drive

Maintained employee records and attendance using Excel to ensure up-to-date data and accurate employee information

Handled various reports on a monthly basis including financials, invoicing and stock reports ensuring they are accurate, clear, legible and professionally formatted

Maintained and organized unit filing system for a large amount of both electronic and hand copy files and documents

Client Service Consultant September 2010 to December 2012

Banglalink Digital Communication Ltd.

Ensured that Client satisfaction was maintained and exceeded throughout all stages of the fulfilment process for both internal and external customers

Handled client’s inquiries daily through responding in a professional and courteous manner

Provided support to sales representatives, operation manager and account receivable including responding to inquiries such as product features, product availability, order status

Ensured effective engagement with clients by providing outstanding service

Escalated appropriate customer complaints through the relevant procedural process which resulted in fast and effective resolution of the problem

Achieved “Meet the Customer” target and prepared daily, weekly and monthly reports Excel

Achieved “Best CSR Award of Southern District” in 2011 and 2012 as recognition outstanding customer service performance based on an independent survey outcome

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