Customer Service Information Technology

Azan Naseer

Arnprior, ON, 647-***-****

*********@*******.***

Knowledgeable and dedicated customer service professional with extensive experience in the Administrative and Information technology industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

EXPERIENCE

Registration Analyst Jun 2025 – Present

Royal Canadian Mounted Police, Ottawa, ON

Communicated effectively with clients in a service-oriented environment to gather information and resolve inquiries related to registration processes.

Conducted detailed research and analysis to support accurate decision-making and service delivery.

Utilized multiple software programs, including Microsoft Office Suite, to input and manage client data, track progress, and prepare reports.

Engaged internal and external stakeholders to clarify procedural requirements and collect relevant documentation.

Interpreted and applied relevant legislation and regulations to guide clients and ensure compliance with program policies.

Managed multiple priorities under pressure and consistently met strict deadlines while maintaining high accuracy.

Demonstrated strong judgment, initiative, and flexibility in adapting to evolving priorities and client needs.

Maintained professional written and verbal communication to effectively support clients and document processes.

Fostered positive interpersonal relationships and displayed dependability in individual and team settings.

Deputy Supervisor Jul 2020 - Present

Drive Test Center (Serco Inc), Ottawa, ON

Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details.

Keep records of customer interactions or transactions, recording details of inquiries as well as actions taken.

Check to ensure that appropriate changes were made to resolve customers' problems.

Determine charges for services requested, collect payments.

Refer unresolved customer grievances to designated departments for further investigation.

Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.

Work with team members to complete a positive work environment.

Strengthen the team by being supportive and listening effectively.

Maintained good relationships with customers and staff by being personable and using effective communication skills.

Maintains a positive, friendly and energetic attitude at all times.

Maintains a professional and presentable space at all times.

Processing customers information into the database.

Validating customer's identification so fraud does not occur.

Correspondence Reviewer Feb 2025 – Jun 2025

Elections Canada, Ottawa, ON

Reviewed and responded to inquiries from Canadian electors both national and international regarding voting procedures and registration, primarily through email and occasional written correspondence.

Provided clear written responses to inquiries, ensuring electors were informed of missing documentation, eligibility issues, and voting procedures.

Documented communications and actions taken in the online registration and case management system with precision and accuracy.

Applied knowledge of voting procedures and special ballot steps to provide accurate guidance and ensure compliance with electoral standards.

Assisted with the delivery of training materials and information sessions for new officers.

Collaborated with team members during election periods to ensure timely responses to a high volume of inquiries and requests.

Supported administrative processes, including data entry, and file management.

Maintained confidentiality and upheld the integrity of sensitive information while working under tight timelines and fluctuating workloads.

Demonstrated strong written communication skills and attention to detail in drafting professional, elector-facing correspondence.

Payment services Officer Apr 2022 – Nov 2023

Employment and Social Development, Ottawa, ON

Responded to client inquiries regarding various benefits provided by Service Canada.

Assisted clients with understanding legislation, policies, and procedures related to benefits.

Participated in a multi-tiered, comprehensive, and fully paid training program to enhance understanding of job requirements.

Developed expertise in providing high-quality customer service to clients.

Collaborated with a dynamic team of professionals to ensure efficient service delivery.

Demonstrated integrity, fairness, and transparency in interactions with clients and colleagues.

Prioritized and analyzed information to arrive at solutions and provide effective assistance to clients.

Utilized computer-based technology to complete tasks efficiently and accurately.

Customer Experience Specialist Mar 2021 – June 2022

TD Canada Trust, Arnprior, ON

Leveraged strong financial industry knowledge, stringent auditing methodologies, and exceptional client service and support excellence for this high volume banking institution as a part-time Bank Teller; accurately processed customer transactions, maintained cash limits, cross-sell of branch banking products, and ensured outstanding client service and support was maintained.

Cross-trained to oversee the ATM custodian initiatives, vault custodian, and as Policy and Procedure Champion for the entire branch - ensured all policies and procedures were maintained.

Demonstrated a genuine client-centric service culture that ensured customer satisfaction levels were elevated and maintained.

Kept current on banking policies and procedures including storage of various business items; hosted weekly meetings and ensured audit details were understood and adhered.

Oversaw ATM balances, refilled cash as needed, and ensured the system was in good working order.

Assisted in lobby management initiatives; engaged customers in conversation regarding services offered, location of personnel, and other related customer service activities.

Ensured the cash drawer was balanced and all supporting documentation was in line with cash receipts and client transactions.

Service support rep, Receptionist and Administrative Assistant Feb 2019 - Aug 2019

Ricoh Canada Inc, Toronto, ON

Operate office machines, such as photocopiers and scanners, facsimile machines, voice mail systems, and personal computers.

Answer telephones, direct calls, and take messages.

Maintain and update filing, inventory, mailing, and database systems, either manually or using a computer.

Communicate with customers, employees, and other individuals to answer questions, disseminate or explain information, take orders, and address complaints.

Compile, copy, sort, and file records of office activities, business transactions, and other activities.

Deliver messages and run errands.

Troubleshoot problems involving office equipment, such as computer hardware and software.

Direct or coordinate the supportive services department of a business, agency, or organization.

Monitor the facility to ensure that it remains safe, secure, and well-maintained.

Directed incoming calls to internal personnel and departments, routing to the best-qualified department.

Oversee the maintenance and repair of machinery, equipment, and electrical and mechanical systems.

Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments.

Greet persons entering the establishment, determine nature and purpose of visit, and direct or escort them to specific destinations.

Transmit information or documents to customers, using computer, mail, or facsimile machine.

Hear and resolve complaints from customers or the public.

File and maintain records.

Provide information about establishment, such as location of departments or offices, employees within the organization, or services provided.

Collect, sort, distribute, or prepare mail, messages, or courier deliveries.

Analyze data to determine answers to questions from customers or members of the public.

Keep a current record of staff members' whereabouts and availability.

Work with team members to complete Pick up and drop off on time.

Strengthen the team by being supportive and listening effectively.

Maintained good relationships with customers and staff by being personable and using effective communication skills.

Maintains a positive, friendly and energetic attitude at all times.

Maintains a professional and presentable space at all times.

Receiver, Sales Associate and Cashier Jun 2017 - Mar 2019

Princess Auto, Scarborough, ON

Receive payment by cash, check, credit cards, vouchers, or automatic debits.

Placed, tagged and secured merchandise in diverse designated areas.

Issue receipts, refunds, credits, or change due to customers.

Assist customers by providing information and resolving their complaints.

Establish or identify prices of goods, services or admission, and tabulate bills using calculators, cash registers, or optical price scanners.

Greet customers entering establishments.

Answer customers' questions, and provide information on procedures or policies.

Process merchandise returns and exchanges.

Stock shelves, and mark prices on shelves and items.

Request information or assistance using paging systems.

Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.

Calculate total payments received during a time period, and reconcile this with total sales.

Sort, count, and wrap currency and coins.

Offer customers carry-out service at the completion of transactions.

Examine contents and compare with records, such as manifests, invoices, or orders, to verify accuracy of incoming or outgoing shipment.

Cashier and Grocery Clerk Sep 2014 - Jan 2017

Metro Inc, Scarborough, ON

Reviewed and resolved differences between accounting information and cash drawer.

Restocked, arranged and organized merchandise in front lanes to drive product sales.

Receive payment by cash, check, credit cards, vouchers, or automatic debits.

Issue receipts, refunds, credits, or change due to customers.

Assist customers by providing information and resolving their complaints.

Establish or identify prices of goods, services or admission, and tabulate bills using calculators, cash registers, or optical price scanners.

Greet customers entering establishments.

Answer customers' questions, and provide information on procedures or policies.

Process merchandise returns and exchanges.

Maintain clean and orderly checkout areas and complete other general cleaning duties, such as mopping floors and emptying trash cans.

Stock shelves, and mark prices on shelves and items.

Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.

Calculate total payments received during a time period, and reconcile this with total sales.

Sort, count, and wrap currency and coins.

Offer customers carry-out service at the completion of transactions.

Weigh items sold by weight to determine prices.

Request information or assistance using paging systems.

Monitor checkout stations to ensure that they have adequate cash available and that they are staffed appropriately.

Assist with duties in other areas of the store, such as monitoring fitting rooms or bagging and carrying out customers' items.

Supervise others and provide on-the-job training.

Creates a positive customer service experience by addressing customer needs efficiently.

Effective use of communication skills with customers and colleagues.

Multitasking between cash and floor duties.

Maintains a positive, friendly and energetic attitude at all times.

Shift Manager Oct 2012 - Nov 2014

Dollarama, Scarborough, ON

Keep employees operating productively and working on tasks to meet business and customer needs.

Adhered to company standards and compliance requirements for operations and cleanliness of all areas.

Excelled in every store position and regularly backed up front-line staff to keep expertise fresh and relevant.

Trained and mentored new employees to maximize team performance.

Assisted management team in developing and creating welcoming atmosphere for crew members to voice complaints.

Consistently exhibited calm demeanor during periods of high volume or unusual events to keep the store operating smoothly and set a positive example for the shift team.

Coached crew members to optimize performance and motivate toward more efficient work.

Resolve customer complaints regarding sales and service.

Oversee regional and local sales managers and their staff.

Plan and direct staffing, training, and performance evaluations to develop and control sales and service programs.

Determine price schedules and discount rates.

Review operational records and reports to project sales and determine profitability.

Monitor customer preferences to determine focus of sales efforts.

Direct and coordinate activities involving sales of manufactured products, services, commodities, real estate or other subjects of sale.

Confer with potential customers regarding equipment needs and advise customers on types of equipment to purchase.

Direct foreign sales and service outlets of an organization.

Advise dealers and distributors on policies and operating procedures to ensure functional effectiveness of business.

Worked closely with team members to schedule breaks and shifts to meet state regulations.

Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.

Trained back-up associates and led crew members in managing operations of the storefront.

Cooperated with coworkers to improve customer experience and manage storefront.

Supervised employees and oversaw quality compliance with company standards for food and services.

Exercised composure under pressure and in escalated customer service scenarios.

Inventory Clerk Sep 2011 - Aug 2013

WIS International, Scarborough, ON

Count stock items, and record data manually or using a computer.

Verify inventory computations by comparing them to physical counts of stock, and investigate discrepancies or adjust errors.

Store items in an orderly and accessible manner in warehouses, tool rooms, supply rooms, or other areas.

Collaborated with a team to finish objectives and brainstorm ways to improve the overall productivity of the organization.

Sales Assistant Manager Jan 2008 - Jan 2009

Vision Interior and Furniture, Karachi

Created a positive customer service experience by addressing customer needs on time and with professionalism and accuracy.

Promoted and up-sold products and services on a daily basis.

Handled cash transactions both manually and using a computerized system.

Collaborated with a team to create sales goals and brainstorm ways to improve the overall productivity of the organization.

Recognized immediate sales opportunities and took steps to maximize these opportunities.

Supervisor and Administrative Assistant Jan 2006 - Jan 2008

Nasser Associates, Karachi

Took ownership of complex customer concerns and problems and brainstormed ways to handle inquiries with a win-win solution.

Supervised a staff of 50 employees.

Addressed staffing problems and concerns and took appropriate steps to resolve them as a team.

Completed monthly payroll and office administrative duties.

EDUCATION

OSSD - Computer Sciences Sep 2010 - Jun 2012

David And Mary Thompson, Scarborough, ON

Intermediate commerce - Economics Oct 2008 - Jul 2010

Government College of Commerce and Economics, Karachi

High School Diploma - Computer Sciences Aug 2006 - Oct 2008

Dua Secondary School, Karachi

SKILLS

Expert in: Software and hardware, Administrative Assistant, Clerical, Communication skills, Computer Hardware, Computer Repair, Decision-making, Editing, Driving, Filing, Leadership skills, Listening, Outlook, Microsoft Windows, Multitasking, Computer Networking, Organizational Skills, Problem solving, Retail Management, Team Management

Intermediate in: Technically advanced, Accounting, Data Entry, Legal Research, Excel, Microsoft Office, PowerPoint, Word, Office Administration, Receptionist, Sales, Scheduling, Staffing, Customer focused-service, Patient-focused quality service

Basic in: Payroll

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