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Customer Care Service

Etobicoke, ON, Canada
September 10, 2019

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Warda Barre

647-***-**** Toronto, ON

“The Pursuit of Knowledge is Ageless”

Summary of Qualifications

●Customer Service Specialist with 11+ years’ experience ensuring customer satisfaction in retail, business and education; 1 year’s supervisory experience providing project management and administrative direction

●Highly developed conceptual, analytical, and problem solving skills; with the ability to set priorities, meet deadlines, and handle a high volume of work

●Certified in Peer Mediation; equipped to understand and resolve disputes and complaints effectively ensuring efficiency, productivity and safety

●Proficient with Microsoft Office (Outlook, Word, Excel, and PowerPoint); 60 wpm

●Strong oral and written communication skills in English and Somali

Technical Skills

Operating Systems: Windows, Android, iOS, Mac OS, Linux

Applications: ServiceNow, Microsoft Office 365, GanttProject

Tools: VMware, G Suite by Google, Packet Tracer

Project Management: Agile, Waterfall, Scrum and Gantt Charts

Education & Certifications

CompTIA A+ Expected 2019

Cisco IT Essentials Certification May 2019

Junior IT Analyst Program Jan 2019 – May 2019

NPower Canada Toronto

14-week in-class training with hands-on experience including:

●Assemble computer components based on customer requirements

●Install, configure, and troubleshoot: hardware components

●Install, configure, and troubleshoot: Windows, iOS, Android, and Linux operating systems

●Networking basics: IPv6, network topologies, installing wireless and SOHO networks Security/forensics

●Mobile device installation/configuration: Laptops, smartphones, tablets

●Basics of virtualization, desktop imaging and deployment

●Network services and Cloud Computing

●Implementing preventive maintenance measures on workstations

●Customer support

●ServiceNow Foundations Training

Bachelor of Health Studies in Healthcare Management (Partial Completion) Sep 2013 – Dec 2018

York University Toronto

Ontario Secondary School Diploma June 2008

Kipling Collegiate Institute Toronto

Work Experience

Customer care Specialist

Teleperformance Toronto, ON May 2019-Current

● Effectively communicate through reading, listening, qualifying and interpreting client specific customer needs

● Effectively and efficiently resolve the customer’s issue and/or sell the appropriate product

●Provided accurate and reliable information to facilitate customer needs

●Promoted and offered products and services by consulting, collecting information and evaluating customer needs

●Received incoming calls and E-mails and/or make outbound responses from/to potential customers inquiring about order issues, product questions, special offers, eligibility or other information

●Determined customer resolution needs by utilizing established questions and answer techniques

●Demonstrated an ability to execute upsell opportunities and maximize revenue of each sale

●Solicited customers for additional product sales, when appropriate

●Solicited customer reason(s) for not canceling orders when appropriate

Vice Principal Sep 2017 – Sep 2018

CanStem Education Brampton, ON

●Led students and faculty in maintaining a safe and orderly school environment by conducting safety drills, completing safety reports, and overseeing daily operations to ensure strict compliance with rules and regulations of the Ministry of Education and other governing bodies

●Directed, controlled, and evaluated the academic component of the school’s programs; acted as spokesperson presenting the academic program to the public, the Ministry, or other major stakeholders

●Developed, organized, and budgeted successful after-school program that was recognized in the community and generated over $5000 in revenue

●Worked in close collaboration with teachers in ensuring the health and well-being of students; led consultation meeting regarding the progress and needs of individual students

●Interviewed and selected staff with a focus on successful retention; coordinated staff training and promoted talent development through identification and coaching of potential leaders

●Cross-trained in teaching courses, proctoring exams, and recruiting new students in order to support teachers during busy periods and relieve team members as needed

Assistant Teacher Sep 2014 – Jun 2017

Al-Ikhlaas Foundation School Toronto, ON

●Maintained technology for student use including computers in classrooms and laboratories; assisted students with hardware and software usage and other technology-related challenges related to meeting educational objectives

●Advised and assisted students in troubleshooting computer-related issues: opening and closing applications, documents, and windows; logging in and out of a system; navigating web applications.

●Implemented innovative strategies to boost student morale; developed extracurricular arts and drama program which increased student performance and engagement over 3 year period

●Independently sought out 10 new students by networking and maintaining close contact with key referral partners

Data Entry Clerk Dec 2014 – Apr 2015


●Entered all appropriate information into computer system ensuring merchandise is processed in a timely and accurate manner

●Entrusted with performing routine preventative maintenance (i.e., shut down, cleaning) on all Data Centre equipment which maximized equipment uptime and productivity, reduced employee strain, and extended equipment lifespan

●Successfully managed multiple competing priorities ensuring all inquiries are responded to within 24-hour period; communicated outstanding problems to appropriate authorities as per company escalation procedures

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