Program/Project Manager, Knowledge Management, Training & Research

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FIRASAT HASHMI

Mississauga, Ontario 905-***-**** ******.***@*****.***

linkedin.com/in/firasat-hashmi

CUSTOMER SERVICE & ADMINISTRATIVE SUPPORT SPECIALIST Professional Summary

Customer-focused and detail-oriented professional with 8+ years of experience in customer service, administrative operations, quality assurance, system support, and client relationship management. Proven ability to handle high-volume inquiries, resolve issues efficiently, manage records and reports, and support cross-functional teams. Skilled in CRM systems, data management, documentation, and process improvement. Recognized for strong communication, multitasking, problem-solving abilities and team building. Core Skills

• Customer Service & Complaint Resolution. Managing key accounts

• Administrative & Office Support. Program & Project Management

• Data Entry & Document Management

• Digital Marketing & Web Development

• Process Improvement & Quality Compliance

• CRM & Ticketing Systems (Salesforce)

• Scheduling, Coordination & Reporting

• MS Office & Google Workspace

• Excel Data Tracking & Analysis

• Communication & Stakeholder Support

• Multitasking & Time Management

Professional Experience

Ontario Learning Centres – Toronto, ON

Program Manager – Training & Research Aug 2021 – Present

• Provide administrative and customer support to staff, students, and partners.

• Manage inquiries, email communications, scheduling, and documentation to ensure smooth daily operations. Order management & vendor performance monitoring.

• Maintain databases, records, reports, and files with high accuracy and confidentiality.

• Coordinate events, training sessions, and virtual meetings, handling logistics and participant support.

• Develop and update process documents, improving service efficiency and consistency.

• Managing social media & website updates. Support system enhancements, user testing, troubleshooting, reducing recurring issues.

• Prepare reports and track performance metrics for management decision-making. 2

Bell Canada – Mississauga, ON

Senior Business Consultant Aug 2022 – Sept 2024

• Delivered exceptional customer service to business clients, resolving service and billing issues promptly.

• Managed customer accounts, documentation, contracts, and CRM updates.

• Handled escalations, coordinated installations, and ensured customer satisfaction.

• Provided administrative support in scheduling, reporting, and pipeline tracking.

• Built strong client relationships, contributing to high retention and repeat business. T-Mobile – Mississauga, ON

Retention Specialist Aug 2020 – Jul 2022

• Responded to high-volume customer inquiries via phone and email.

• Resolved complaints, service issues, and account concerns efficiently.

• Documented interactions accurately in CRM systems.

• Maintained customer satisfaction while meeting performance KPIs.

• Supported team reporting and administrative tracking tasks. Etisalat – Dubai, UAE

Software Specialist / Systems Support Feb 2009 – Jul 2020

• Internal Quality Audits to maintain business processes as per ISO 9001.

• Provided system and user support for internal staff and departments.

• Managed data entry, document control, and digital filing systems.

• Prepared reports, verified data accuracy, and maintained records.

• Supported system upgrades, testing, and staff training.

• Assisted cross-functional teams with administrative and technical coordination. Education

Master of Science – Operations Research & Data Science University of Karachi

Technical Tools

MS Word, Excel, PowerPoint, Google Workspace, SharePoint, AI Tools Salesforce CRM, ServiceNow, SAP, Oracle, Power BI, Canva, Zoom, Teams Languages

English & Urdu (Fluent)

Certifications

First Aid & CPR Lean Six Sigma AODA OHSA WHMIS Mental Health & Safety Customer Service Training Leadership & Community Engagement

Board Member – Mississauga Canada Day Festival (2020 – 2026) Family Consultant – Happy Life Community Group (2021 – 2026)

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