Customer Service Manager

Highly organized, client oriented, and reliable with a strong commitment to confidentiality as well as organisational values, mission, and culture

KEY QUALIFICATIONS

Hardworking, intelligent, and people-oriented Human Resource graduate with Bachelor of Commerce in Human Resource Management.

9+ years of varied experience in delivering dynamic office administration, customer service, accounting and front-line customer service while respecting diverse cultures

Excellent interpersonal and customer service skills, including conflict resolution, time management, and Decision making skills.

Ability to multitask, work flexible hours and work independently

Proficient in Microsoft Office (Word, PowerPoint, outlook and Excel)

Mathematical ability to collect statistical summaries and to balance accounting documents.

Possess a valid Security Guard License in accordance with the Private Security and Investigative Services Act, 2005 (PSISA).

Fluent in English, Amharic, and can write and read Arabic.

EDUCATION

Bachelor Degree of Human Resource September 2015 - April 2017

Ryerson University, Toronto, ON

Diploma in Business Administration September 2012- April 2015

Humber College, Toronto, ON

EXPERIENCE

Human Resource Recruiter- Intern October 2018 – Dec 2018

Toronto Community Housing: Toronto, ON

Providing recruitment support by screening resumes, performing telephone interviews, scheduling in-person interviews, and conducting reference/police background checks

Effectively worked with co-associate and managers while performing general HR administrative duties including drafting correspondence, maintaining confidential employee information utilizing HR Connect for new employees.

Posted a new job ad for vacancies on Taleo while Assisting with onboarding new employees along with creating new hire packages

Ensured equity and equality while recruiting and retaining talented associates and analysts by conducting in-person and phone interviews for the pre-screening process

Knowledgeable about the Hiring Policy, the Recruitment SOP and collective agreement

Customer Service Representative May 2016 – September 2018

The Office Source Inc. Toronto, ON

Placing Furniture orders for big companies such as Apple, Rogers, city of Toronto with manufacturers and Coordinated installation, on-site resources, and communicate directly with design professionals to ensure assigned projects are completed and client expectations are met

Maintained as A primary point of contact for clients, manufacturers, installation partners and the rest of the office team

Tracking projects from onset through completion while handle problems effectively in response to complaints and requests for services

Reviewing quotes for accuracy and completeness and processed and resolved all deficiency and warranty issues, finally Invoicing completed projects

Recipient of 2 times acknowledgement in a companywide meeting based on making the highest order and highest value of the year with the highest accuracy rate.

Data Entry Clerk October 2013 – April 2016

Mister Produce: Toronto, ON

Enter invoices and make calculations accurately within the system to achieve a 99% accuracy rate

Administering and processing payments made by the suppliers/customers, providing them with up to date copies of receipt

Showcased exceptional organizational skills by analyzing data entry and detecting discrepancies to help expedite the process of fixing issues

Demonstrated time management skills by organizing invoices of the previous year to keep database up-to-date in a timely manner

Ability to work independently, with little supervision and a strong time management skill

Advanced knowledge of Microsoft Office, Excel and PowerPoint

Assistant Manager- Internship September 2014 - June 2015

Chelsea Hotel: Toronto, ON

Support General Managers in daily operations of hotel and worked different stations when necessary

Operated all administrative functions involved in the operation of the programmer

Volunteers Coordinator May 2012 - September 2014

Africans in partnership against Aids: Toronto, ON

Increased service by 25% through leading a team of volunteers in planning, preparing, and providing community outreach and to other HIV/AIDS related organizations

Recruited 15 volunteers for winter 2013 Outreach to Community, including training of volunteers and assignments to various local non-profit organizations

CSR Representative – Internship September 2010- June 2011

Scotia Bank: Toronto, ON

Received cash payments and obtained credit authorizations

Provide customer service to a diverse group of clients from different backgrounds and religion, as well as staff and the public.

Service the financial needs of clients and coordinate the transactional needs of the customers as required eventually building healthy relationship with clients.

Work closely with other departments to resolve account related problems in a timely manner.

Ensure that the processing is done accurately and with confidentiality.

Efficiently using the online Banking software on daily basis for all the transactions.

Responsible for Balancing cash in register at the beginning and end of shift

Assistant Manager Feb 2008 to May 2012

McDonalds – Toronto, ON

Served as a key source of guidance and direction to new staff. Planned and executed comprehensive training to fully acclimate staff and encourage alignment of production quality with organisational values and mission.

Facilitated strong 25% increase in customer satisfaction by delivering extensive training to 9+ new staff within a one-year period.

Proud 3-time recipient of the Crewmember of the Month Award by providing Outstanding Service based on feedback from both internal and external sources.

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