Khadija Fazal
One Deira Plaza Gold Souk Metro Station Al Corniche - 111
Summary
Seeking a position to apply academic training and skills gained through coursework and work experience.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Settlement Worker
Newcomer Centre of Peel
03.2023 - 12.2024
- Community Outreach
- Law Enforcement Collaboration
- Government Regulations
- Provided culturally sensitive information and referrals to clients from diverse backgrounds
- Documentation and Reporting: Created and maintained detailed records of staff meetings, policy discussions, and decisions made, ensuring all relevant information was accessible for future reference.
- Cross-Department Collaboration: Collaborated with different departments to ensure that community needs were considered when implementing new policies or changes, fostering a holistic approach to service delivery.
- Liaison Between Staff and Leadership: Acted as a liaison between staff and leadership, ensuring that staff concerns were communicated effectively and that leadership's expectations were met through actionable items.
- Developed and implemented settlement plans for newcomers, including housing needs, language classes, employment services and other related resources
- Facilitated workshops on topics such as job search skills, financial literacy, health care access and cultural orientation
- Served as a key substitute for the administrative role, providing essential support during the absence of the regular administrator, ensuring continuity of operations.
- Meeting Coordination and Minute-Taking: Attended and took comprehensive meeting minutes during staff meetings, ensuring accurate documentation of discussions, action items, and follow-ups.
- Organized special events to promote community engagement among immigrants and refugees
- Maintained accurate records of all client interactions using a database system
- Interviewed prospective clients to assess needs, means and desires
Claims Advisor (FRC)
ClaimsPro SCM SERVICES - Toronto-Dominion Bank (TD) INSURANCE
01.2022 - 02.2023
- Provide immediate, front-line customer service assistance to policyholders
- Fulfill an important role in the claims creation process for new claims received via email, fax and telephone
- Responsible for taking calls and redirecting them as needed and doing any escalations
- Investigated automobile claims to determine liability, extent of damage and cost of repair
- Analyzed policy coverage, medical bills, invoices and other documents related to the claim
- Verified insurance coverage of medical claims to ensure accurate reimbursement
- Provided timely and accurate responses to customer inquiries regarding products, services, and policies
- Received incoming calls from customers and responded to inquiries about product features and benefits
- Gathered customer feedback through surveys and used the data to improve customer service
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Made outbound calls to obtain account information
- Adopt a client approach by demonstrating interest in the client's needs and expectations while solving problematic situations
- Pay attention to verbal and non-verbal indicators and validate understanding prior to making a decision
Student Border Services Officer (SBSO)
Canada Border Services Agency
04.2021 - 06.2021
- Assisted foreign nationals with filling out paperwork and applications for visas, PR holders, and other immigration documents
- Verified documentation from applicants to confirm identity and verify the accuracy of information provided
- Monitored the status of various immigration cases to ensure compliance with regulations
- Reviewed petitions to determine if applicants met necessary qualifications to enter Canada
- Inspected traveler documents at airport ensuring that travelers meet all requirements for entering or leaving the country
- Assessed individual eligibility for entrance into country based on paperwork, system information and direct interviews
- Reviewed and visas, passports and immigration applications to verify adherence to requirements
- Calculated and assessed duties and taxes due on goods
Citizen Services (CSB)
Employment and Social Development Canada - Service Canada
06.2019 - 09.2020
- Board Meeting Participation: Actively participated in federal government board meetings, contributing to discussions and ensuring that key decisions were documented and communicated effectively.
- Meeting Documentation and Minute-Taking: Accurately recorded minutes during board meetings, ensuring clear and concise documentation of discussions, decisions, and action items for future reference.
- Collaboration with Stakeholders: Collaborated with various government officials, board members, and external stakeholders to ensure alignment with government policies and priorities during meetings.
- Policy Discussion and Analysis: Contributed to the review and discussion of government policies, providing insights and recommendations for improvements or adjustments based on department needs and community feedback.
- Report Preparation and Distribution: Prepared and distributed meeting agendas, reports, and other relevant documentation to board members and stakeholders ahead of meetings, ensuring that all participants were informed. Greeted clients entering the office in a warm and friendly matter
- Be familiar with services to help fill out applications, CPP (Canada Pension Plan) etc
- Check regularly the office supplies and place appropriate order
- Keep update the contact information of employees, customers and suppliers
- Maintaining diaries and arranging appointments
- Understand Privacy of Documents
- Stamping Applications date of received & providing a copy to clients
- Conducted detailed analysis of pension plan documents to ensure compliance with federal regulations and laws
- Assigned rooms to guests and provided check-in and check-out services
- Updated computer systems with current guest information as required
- Ensured that all complaints and problems were resolved quickly by communicating with relevant departments
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks
- Responsible for managing and organizing physical and electronic documents
UPASS Admin
University of Toronto Mississauga Students Union
04.2019 - 09.2019
- Scheduling and Resource Allocation: Coordinated the booking of facilities and resources for union events, ensuring that spaces were properly prepared and available as per the event requirements.
- Student Engagement and Communication: Facilitated communication between students, staff, and university leadership to promote events, initiatives, and programs offered by the union.
- Leadership Support: Provided administrative support to union leadership, preparing reports, assisting with strategic planning, and preparing documents for meetings.
- Data Management and Reporting: Maintained and updated records of union activities, attendance, and event outcomes, providing regular reports to university administrators and stakeholders.
- Student Advocacy and Representation: Acted as a liaison between students and the university administration, ensuring that student concerns and feedback were properly conveyed and addressed.
- Checking students' eligibility for U-Pass
- Manually printing student information on U-Pass cards
- Conducting U-Pass counts daily and alerting the U-Pass Distribution Coordinator when inventory levels are low
- Informing the U-Pass Distribution Coordinator of any problems encountered during distribution
- Ability to analyse and clearly interpret the rules and regulations surrounding the Position
Education
High school Diploma -
Rick Hansen Secondary School
Mississauga, OntarioBachelor of Arts - Sociology, Women and Gender Studies, South Asian Humanities
University Of Toronto
Canada, Toronto11-2021
Skills
- Document management
- Agenda preparation
- Documentation Management
- Needs Assessment
- Community Outreach
- Law Enforcement Collaboration
- Government Regulations
Achievementsandawards
- WOW Orientation Program, 2014
- ASE Award, 2014
- Thalassemia Scholarship, 2015
- Corrado Falcitelli Memorial Scholarship Award, 2020
Certification
OCMS Certified - OCASI Client Management System (for the Immigrant and Refugee Serving Sector)
Timeline
Settlement Worker
Newcomer Centre of Peel
03.2023 - 12.2024
Claims Advisor (FRC)
ClaimsPro SCM SERVICES - Toronto-Dominion Bank (TD) INSURANCE
01.2022 - 02.2023
Student Border Services Officer (SBSO)
Canada Border Services Agency
04.2021 - 06.2021
Citizen Services (CSB)
Employment and Social Development Canada - Service Canada
06.2019 - 09.2020
UPASS Admin
University of Toronto Mississauga Students Union
04.2019 - 09.2019
OCMS Certified - OCASI Client Management System (for the Immigrant and Refugee Serving Sector)
High school Diploma -
Rick Hansen Secondary School
Bachelor of Arts - Sociology, Women and Gender Studies, South Asian Humanities
University Of Toronto
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