OBJECTIVE

• Build productive customer-focused teams, enthusiastically committed to achieving outstanding customer service standards.

• Implement strategies and standards to improve the quality of customer service, productivity, and profitability.

EXPERIENCE

DECEMBER 2021-PRESENT

PROTOCOL OFFICER, Federal Dynamics Company

• Planning foreign and domestic visits, ceremonies, conferences, and special events

• With gentle but insistent enforcement identifying security risks and creating safety plans

• Managing international relations with key business leaders, military officers, and diplomats. As well as partnerships with CBSA, CATSA, CBP, TC, RCMP, GTAA, airlines, Foreign Embassies, and Foreign Consulates NOVEMBER 2019 – MARCH 2020 DECEMBER 2021 – PRESENT V.I.P. CONCIERGE, AIR CANADA

o Represented Air Canada as a V.I.P. concierge to oversee all aspects of the travel experience for the Board of Directors, Commercially Important Clients, and Super Elites to uphold and grow business relationships o Oversaw concierge resources across all domestic and international stations to maintain daily travel plans, schedules, and itineraries. Identified and reviewed upcoming reservations in advance of travel plans to ensure all special requests were assigned, organized, and actioned o Achieved on-call lead status to amend itineraries and bypass system roadblocks for passengers of all standings

o Managed and led IROP (irregular operations) days caused by weather and security breaches. Successfully dealt with journey management, compensation distribution, and internal department alignments. o Obtained proficiency for all critical functions, which included: gates, check-ins, lounge & suite management, and baggage

DECEMBER 2019 – DECEMBER 2021

INBOUND TELESALES CONSULTANT, ROGERS COMMUNICATIONS o Consistently recognized as the top performer within the Peel region based on sales metrics in wireless, home, and cable services

o Achieved an average monthly CSAT (Customer Satisfaction Score) score of 95%, o Routinely received praise and recognition from customers via email through the customer relations team for excellent service and presented custom-tailored solutions o Managed and led weekly team huddles for defining sales targets, package offerings, service promotions, and overall team performance

o Conducted one-on-one coaching and mentoring sessions with team members o Generated and distributed job aid documentation to standardize internal information related to system errors, price changes, and policy updates

o Created best practices told to call flow transcripts to allow for a more efficient and personable experience, leading to a greater volume of completed CSAT surveys, increased multi-product sales, and a decreased average call time to resolution

DEESHA BHALLA

Mississauga, ON · 647-***-****

2

JANUARY 2018 – NOVEMBER 2020

CREATIVE DIRECTOR, DPH INC.

o Worked closely with clients to interpret, plan, create and deliver strategic visions o Offered and completed various roles within production sets as associate producer, co-producer, co- director, costume stylist, sound & boom, gaffer, set designer, recruitment, cast & crew calls, and talent management

o Successfully rebranded and revived production companies to achieve increased revenue, interest, and viewership for commercials, talk shows, and short films Produced films that were selected for viewing at internationally recognized film festivals. Films included: The Mother Wound, The Assumption, The Ring, and What’s Your Identity

o Provided marketing expertise in advertising through print and social platforms to increase viewer turnout to local film festivals and events.

JANUARY 2016 – OCTOBER 2019

SALES MANAGER, GLENTEL.INC

o Managed and developed a high-functioning sales team to grow the business by 70% by consistently exceeding sales targets

o Developed and led performance management plans for the team roster to achieve the highest performance within the region

JANUARY 2012 – DECEMBER 2016

SALES FLOOR MANAGER, VARIOUS RETAIL OUTLETS

o Formulated pricing policies by reviewing merchandising activities, determining sales promotions, and authorizing clearance sales

o Achieved financial objectives by preparing an annual budget, scheduling expenditures, and analyzing variances.

o Maintained store staff by selecting, recruiting, orienting, training, and mentoring employees SKILLS

Core Competencies

• Data collection and analysis

• Communication skills

• Planning and organizing

• Coaching, decision-making

• Language – English, Hindi, Punjabi, Arabic

• Customer service- client facing, interpersonal,

rapport building

Technical Skills

• MS Office

• CRM software

• Technical writing skills

• Latest technology trends, social media, digital

platforms, and applications

• Acrobat/Adobe photoshop/Logic Pro X

• QuickBooks

EDUCATION

2015 - 2017

PUBLIC RELATIONS ADVANCED DIPLOMA, HUMBER COLLEGE

3

COMMUNITY LEADERSHIP AND VOLUNTEER EXPERIENCE

• DECA JUDGE ONTARIO: REGIONALS & PROVINCIAL - 2016-2022

• INTERNATIONAL FILM FESTIVAL OF SOUTH ASIA/COMMUNICATIONS AND SOCIAL MEDIA/CONTENT CREATOR - 2016-2018

• TORONTO JOBS - 2016-2018

• HUMBER COLLEGE: CONSENT IS SEXY/SEXUAL VIOLENCE AWARENESS CAMPAIGN - 2016

• TORONTO INTERNATIONAL FILM FESTIVAL - 2016

• ONTARIO SUMMER GAMES - 2016

• START-UP FASHION WEEK - 2015

• NEWCOMERS WOMEN’S SERVICES/PROJECT COUNCILLOR FOR BEYOND OUR LINEAGE - 2014 – 2015

• WE WELCOME THE WORLD CENTRE/SETTLEMENT SERVICE WORKER CO-OP - 2013-2014

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