Brantford, Ontario, Canada
Skilled in business management, project management, Microsoft excel , Microsoft Word , Outlook and customer service. Excellent knowledge of cost, management, financial and corporate accounting with Bachelor’s of Commerce from Punjabi University. Have post graduate diploma from Conestoga College in Sustainable and Global business management.
First point of contact for police, local cities and townships, and laboratories for emergencies related to road closures and medical outbreaks. Contacts onsite security guards for assistance, as needed, including for emergency/crisis situations. Comply with policies, procedures, and protocols. Basic understanding of the Region’s organizational structure, programs, services, and relevant legislation. Provides reception services at administration buildings (e.g., directs visitors; provides information to staff and building tenants; receives and logs information/documentation). Generates and updates customer service requests and submits to appropriate program area for action. Provides corporate after-hours on-call emergency response/dispatch services to support 24/7 operations. Contacts staff per call-in procedures and collective agreements, and relays information to complete service calls/emergency response. Identifies/assesses need for emergency callouts and relays emergency calls per protocol. Guides citizens to the corporate website for additional information/resources. Submits and fulfills requests for mailing forms and products. Informs management regarding technical issues, gaps, errors, and missing information in knowledgebase and website and provides suggestions to improve and update processes/ information. Provides troubleshooting for new scripts.
Participate in call calibrations. Provide direct supervision of the technical support staff which may include: evaluations and disciplinary actions. Conduct daily side-by-side (live) coaching sessions with customer care and technical support agents focused on main KPIs. Complete attendance tracking and reporting. Complete Quality compliance monitors in accordance with guidelines and deliver feedback to agents on results. Reinforce set targets for agents, monitor their success & develop action plans. Make follow up calls on compliance items. Make recommendations for improvements to call handling procedures and training content based on floor results and agent feedback. Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions. Maintained up-to-date knowledge of industry developments to provide informed recommendations on technology improvements. Streamlined team workflow for increased productivity through regular training sessions and performance evaluations. Established performance metrics to monitor progress and identify areas for improvement, driving continuous enhancement in service delivery. Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team. Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members. Ensured compliance with company policies, industry regulations, safety standards, and local laws during daily operations. Reduced employee turnover by fostering a positive work environment and addressing employee concerns promptly. Implemented quality control systems to reduce errors, resulting in increased customer satisfaction rates. Implemented project management techniques to overcome obstacles and increase team productivity. Completed bi-weekly payroll for 70 employees. Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Provide recommendations on best practices during calls. Demonstrated the knowledge of computer systems, internet applications, email applications, TV setups and comfortable level with troubleshooting these topics patiently with customers. Educate customers in realizing the full benefit of their products and services. Promote and sell the features, advantages, benefits, and services to the customers. Supported end users in rolling out new applications, products, and services. Book service installations, answer installer arrival time inquiries, and reschedule tech visits as needed. Provide feedback to leadership teams to improve environment. Document customer records with log of problems and solutions for use by other technical support representative. Thoroughly document customer interactions and escalate potential services issues through Service now.
Greeting customers, taking food and beverage orders, maintaining customer satisfaction, handling money, and ensuring quality A&W products. Display positive attitude, great written and communication skills, and work as a team player. Maintaining cash responsibilities and everyday inventory check. Managing delivery and busy days of work. Prepare weekly schedules for employees. Welcomed customers and helped determine their needs. Worked flexible schedule and extra shifts to meet business needs. Operated cash register for cash, check, and credit card transactions with excellent accuracy levels. Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift. Restocked and organized merchandise in front lanes. Counted money in cash drawers at beginning and end of shifts to maintain accuracy. Completed cash and credit card transactions accurately using POS software. Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.