Laila Bakhsh

** ******** ****, ******* ** L*A *G* 647-***-**** adabca@r.postjobfree.com

Detail-Oriented Customer Service Adaptive Diplomatic

Summary of Qualifications

·2+ years of experience supporting clients in a high-volume call centre

·8+ years of experience as an HR Administrator and Office Administrator supporting teams, supervisors and senior management

·Excellent interpersonal and communication skills with an ability to effectively communicate in English, Arabic and intermediate Urdu

·Expert use of MS Office (Excel, Word, PowerPoint), SAP and adept at learning new software

·Demonstrated experience providing customer service through tactful complaint resolution and accurate order processing

Professional Experience

Quality Assurance Representative Nov 2018 to present

CannTrust Inc. Vaughan, Ontario

·Created quality assurance scorecard program for each division in the call centre

·Monitoring 2% of all calls per day to confirm that calls align with internal service standards

·Generating formal Performance Improvement Plans for agents requiring additional training

·Created a weekly recognition program for agents who consistently meet service standards

·Drafting weekly summary reports for Team Leads and monthly reports for the Sales Manager

Customer Service Representative May 2017 to Oct 2018

CannTrust Inc. Vaughan, Ontario

·Responsible for efficiently taking orders over the phone while ensuring compliance with the Cannabis Regulations and evidence-based research

·Built sustainable relationships and engaged clients through open and interactive communication, as demonstrated with achieving the highest outbound sales for the week of

·Updated client profiles in the ERP system in a concise and informative manner

·Resolved client issues compassionately and followed complaint intake standard operating procedures relating to product quality, loss/theft, privacy breaches and adverse reactions

·Coached/trained new team members and provided guidance to current team members

Verification Administrative Assistant Nov 2016 to May 2017

CannTrust Inc. Vaughan, Ontario

·Initiated client profiles and updated database according to new medical documents

·Utilized external public sources to verify authenticity and source of medical documents

·Registered 40 clients a day while assessing prescriptions for regulatory compliance

·Adapted to evolving record management procedures for both electronic and hard-copy files

·Maintained smooth transition to new pharmacy software by attending, participating and assisting in staff training of front end of website in relation to registering clients, entering prescriptions and liaising with clients through e-mail

Coordinator/Interpreter for New Comers (Volunteer) Sept 2015 to present

Ahmadiyyah Community Maple, Ontario

·Supported new comers’ settlement in Canada through accompaniment to community services, interpreting important legal and medical information and assisting in accurate form completion

Administrative Assistant Jul 2016 to Aug 2016

Working Women Community Centre North York, Ontario

·Fielded phone calls, sent faxes, scanned and photocopied documents

·Assisted Manager in editing HR roles and policies for CMAS-Supporting the Care and Settlement of Young Immigrant Children

HR Manager Feb 2010 to Dec 2014

Active Market for Trading & Whole Sales Riyadh, Saudi Arabia

·Led HR group of over 10 employees (5 recruiters, 2 trainers, 1 administrator, 1 payroll administrator and 2 supervisors) in talent acquisition and payroll

·Generated HR manual that controlled and united HR related issues under one system

·Acted as an employee advocate and confidentially supported dispute resolution processes

·Responsible for recruiting qualified candidates for all departments through shortlisting and conducting effective interviews

·Supervised orientation program for new candidates to become familiar with company policies

Call Center Auditor Apr 2010 to Jan 2016

Sanabel Alsalam Food Manufacture Riyadh, Saudi Arabia

·Listened to an average of 250 calls per day received by the customer service call centre

·Tactfully resolved customer complaints and tracked types of complaints for trending purposes

·Increased phone orders up to 18% of total income

·Outlined areas of improvement in final confidential report to the General Manager

·Coordinated with the Sales & Marketing department to ensure sale targets were achieved

Office Administrator Jan 2008 to Jan 2010

Saudi Aramco Oil Company, Northern Area Oil Drilling Department Dhahran, Saudi Arabia

Statistical Assistant May 2006 to Jan 2008

Saudi Aramco Oil Company, Safety Group Dhahran, Saudi Arabia

Education

Bachelor of Business Administration 2007

American University of London

Diploma in Computer Applications & Network Administration 1999

New Horizons

Training

·ELT for Customer Service & Administration - COSTI 2016

·HR Management 2014

·Preparation of Training Packages PTP - Ishraqa institute 2014

·Training the Trainees - Ishraqa institute 2014

·IELTS Invigilator Training - British Council 2012

·Training Coordinator course - Aramco 2008

·Microsoft Access 2007 - Aramco 2007

·SAP program course - Aramco 2006

·E-8000 initiator course – Aramco 2006

References Available Upon Request

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