AMAL ELMI
Ottawa
Summary
Client service professional with over 10 years of experience in managing client interactions and improving service processes. Demonstrates a proven ability to enhance client satisfaction and operational efficiency through effective communication and problem-solving. A dependable team collaborator focused on achieving results and adapting to changing needs, showcasing strong organizational and interpersonal skills.
Overview
11
11
years of professional experience
Work History
Client Service Coordinator
NTT Data
02.2024 - Current
- Maintained detailed records of client interactions, enabling better tracking of account history and facilitating continuity among team members handling the same accounts.
- Acted as an advocate for both the company''s interests as well as those of clients, ensuring that all parties'' needs were met in a mutually beneficial manner.
- Managed multiple client accounts simultaneously, prioritizing tasks effectively to meet deadlines without compromising quality.
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Liaised between internal departments to expedite resolution of complex cases requiring input from multiple stakeholders.
- Developed strong relationships with clients through regular check-ins, fostering loyalty and trust.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Implemented new processes to increase operational efficiency in the coordination of client services.
Benefits Specialist
American Income Life
02.2023 - 01.2024
- Meet with union members to go through options and see which benefit programs fit their needs best as well as maintaining quality in the service we provide to our members and following up with all claims, adjustments, follow ups and checking in with our members to ensure they are happy with their benefits.
- LLQP Certified, our mission is to protect every child and serve all working people by providing affordable life insurance and supplemental health benefits to working families in Canada.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Assisted in resolving complex benefits issues, leading to increased employee satisfaction and retention rates.
Service Coordinator
Ram Doors
01.2022 - 03.2023
- To bring service excellence and act as a liaison between clients and the company.
- Answer and address all company emails, customer questions and needs and provide updates, etas and schedule plans/changes in the day-to-day activities.
- Provide careful and accurate processing of information and date entry for both customers and technicians.
- Manage and monitor the day to day schedule for technicians and clients appointments.
- Handle incoming communication from clients via phone, email or software while building positive relationships with all customers through listening and providing opportunities to customers for the best service possible.
- Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
- Managed a high volume of client requests, ensuring timely and effective service delivery.
Dispatch/ Receptionist
Mr. Rooter
02.2019 - 01.2022
- Company Overview: Remote job
- Prioritize the dispatching and dispatch board as the primary dispatcher in the office.
- Answer all incoming calls and book service calls.
- Schedule work as needed and dispatch techs to service calls that have been booked.
- Work with technicians in terms of their availability for service calls and dispatch needs.
- Handle multiple calls from both incoming calls and calls from techs ready to be dispatched.
- Update databases and handle additional administrative tasks when needed.
- Inform, answer or refer to all inquiries made to company email.
- Perform other tasks as required for payroll and filing.
- Remote job
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
Greeter
Mr. Lube
09.2017 - 01.2019
- Acknowledges customers within 10 seconds of arrival and greets them within 30 seconds, determine what customers are in for and how we can help exceed their expectations.
- Offer a newspaper, coffee and or beverage, and menu to every customer, direct them to the next available bay to bring customer's vehicles in for service.
- Also expected to cash out customer's coming for drop off vehicle's, park and organize vehicle's in line and keep track of all drop off keys.
- Answer all incoming calls to the store and provide necessary details as per company's policies to customers over the phone.
Ekos Research
12.2016 - 08.2017
- Calling and Surveying willing participants all around Canada on behalf of the Employment services Canada.
- Obtaining client information by answering telephone calls; interviewing clients; verifying information.
- Determines eligibility by comparing client information to requirements.
- Answer and inquire all client questions and concerns over the phone following the company's guidelines.
Sales Associate
Saks Off 5th Avenue
04.2016 - 11.2016
- Provide a variety of services, including helping customers, specifically hired for handbags and accessories but also able to float from section to section throughout the store where support is needed.
Barista
Starbucks
09.2014 - 02.2016
- Assigned various tasks such as working drive thru, blending and mixing customer drinks, stocking inventory, working till, cleaning the bar and the lounge, and greeting/communicating with customers making sure they have the best experience possible.
Education
BUSINESS ADMINISTRATION PROGRAM - Business Administration General, Finance, Accounting, People & Organizations, Communications & Marketing
ALGONQUIN COLLEGE
Skills
- Customer Service
- Work Ethic
- Multitasking
- Interpersonal Skills
- Microsoft Office
- Attention to Detail
- Inbound/Outbound Calls
- Email Communication
- Filing
- Invoicing
- Follow-ups
- Fast-paced Environment
Timeline
Client Service Coordinator
NTT Data
02.2024 - Current
Benefits Specialist
American Income Life
02.2023 - 01.2024
Service Coordinator
Ram Doors
01.2022 - 03.2023
Dispatch/ Receptionist
Mr. Rooter
02.2019 - 01.2022
Greeter
Mr. Lube
09.2017 - 01.2019
Ekos Research
12.2016 - 08.2017
Sales Associate
Saks Off 5th Avenue
04.2016 - 11.2016
Barista
Starbucks
09.2014 - 02.2016
BUSINESS ADMINISTRATION PROGRAM - Business Administration General, Finance, Accounting, People & Organizations, Communications & Marketing
ALGONQUIN COLLEGE
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