Customer Service Representative

Hala Alkhafagi

*** **. ****** **, *******, ON, N*C3H4 Canada

Email: ********@*******.*** Home: 519-***-****

Profile of Skills

• Excellent interpersonal, communication, and customer service skills through work experience

• Able to apply a hands on mix of effective management planning, leadership, creative, technical, and

communication skills as needed

• Well-organized, meticulous and able to efficiently and effectively multitask

• Work well independently or as a productive member of a team

• Resolve customer issues in an orderly and timely manner

• Fluent in English and Arabic

Education

Bachelor of Commerce (Honours) – Business Administration 2006-2009

University of Windsor, Windsor, ON, Canada

• Concentration: Management and Labour Studies

• Completed a minor in Information Technology 2008-2010

Apprenticeship Program- Contact Center Tech Support Agent Summer 2014

Ontario College Of Trades, Windsor, ON, Canada

• Workplace professionalism

• Information Technology contact center technologies

• Computing technologies

• Desktop and mobile platforms

• Operating systems (ex- Word and Excel)

• Software applications

Employment History

Technical Support Consultant, Sutherland Global Service, Windsor, ON April 2012-

Present

• Greeted customers in a polite and friendly manner and assisted them in solving their questions and concerns

over the phone

• Assisted with multiple customer facing issues types and engaged internal departments for additional support

• Trained new employees on how to be successful when providing excellent customer service

• Assisted customers with billing, payment and product pricing conflicts

Womens’s General Assistant, Imam Hussain Islamic Foundation, Windsor, ON, Canada

2010- 2011

• Continually interacted with individuals with varying needs in a busy environment

• Promoted individual satisfaction and gratification through personal and friendly interaction

• Preformed supervisory duties when necessary

• Created unique system for personal care

Customer Service Representative, Visions of Canada, Windsor, ON, Canada June 2010-

September2010

• Provided support to the sales team, ensuring all sales and service objectives were met

• Worked with new customers in the development of new accounts

• Responsible for managing all the credit card and cash transactions in department store environment

Sales and Administrative Assistant, Zaman Hala Jewellery Co, Mubarikia, Kuwait

2009-2010

• Maintain a high level of professionalism while assessing client needs and recommending the appropriate

product to suit such needs

• Receive and process transactions accurately and timely

• Issue bank drafts and certified cheques

• Ensured accuracy while balancing currency, coin and cheques in cash drawers

Academic Projects

Training and Development, Odette School of Business, Windsor, ON, Canada

Fall 2008

• Strategically planned and executed a training seminar on “How to deal with Conflict”

• Created a training manual to aid students learn and retain information from seminars

Introduction to Data Base Management, Odette School of Business, Windsor, ON, Canada

Winter 2008

• Designed and created a database based on a fictional company

• Create report to make easy access to end users and tested and debugged database to ensure stability

Volunteer Experience

2014 Windsor Corporate Challenge, Vollmer Recreation Complex, Lasalle, ON July

2014

• Assisted with activities to help raise $100,000 for Sunshine Foundation Chapter Foundation Chapter for children

with disabilities

• Instructed participant to follow guidelines to have a successful outcome of each activity

Social Coordinator of the Commerce Society, Odette School of Business, Windsor, ON, Canada

2008-2009

• Liaised with faculty and staff to ensure that tour information and resources were accurate and up to date

• Acted as a leader and mentor for business students and ensured student body participation using marketing

techniques

• Organized and coordinated several activities for general student body

References Available Upon Request

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