WAHAB ALAM
Toronto
Summary
Analytical and detail-oriented public service professional with a proven track record in processing benefit-related information and conducting thorough fact-finding in high-volume federal environments. Expertise in verifying documentation, resolving discrepancies, and ensuring accuracy within government systems. Recognized for exceptional client service, adaptability, and the ability to manage sensitive information with discretion. Multilingual capabilities in English, Hindi, Punjabi, and Urdu enhance communication with diverse client populations.
Overview
11
11
years of professional experience
Work History
Manager
Al Madina Jewellers
Mississauga, ON
01.2019 - Current
- Reviewed all customer repair forms, custom-order requests, and purchase documentation, accurately identifying service requirements and ensuring each request followed the correct internal workflow.
- Processed client updates and service changes with precision, maintaining accurate customer profiles, repair logs, and inventory records across internal systems and Excel-based tracking sheets.
- Provided professional client service by proactively contacting customers for missing information, clarifying service details, and ensuring timely follow-up through phone, email, and in-store communication.
- Prepared routine correspondence, including repair estimates, order confirmations, and service updates, ensuring clarity, accuracy, and consistency in all client communications.
- Organized and prioritized daily operational tasks, balancing customer service, documentation review, and staff coordination while consistently meeting deadlines.
- Maintained high standards of accuracy and quality control, ensuring all transactions, records, and service requests were completed without errors.
- Led and supported a collaborative team environment, fostering strong working relationships and ensuring smooth coordination between sales, repairs, and administrative functions.
- Utilized MS Office, particularly Excel, to track sales, repairs, inventory movement, and customer service metrics, improving workflow efficiency and data accuracy.
- Streamlined inventory management processes, reducing discrepancies and improving stock accuracy.
- Developed and implemented training programs for new staff, fostering a knowledgeable workforce.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Payment Service Officer
Employment and Social Development Canada (ESDC)
Toronto, ON
01.2015 - 01.2022
- Deliver high-quality service to the public by obtaining, analyzing, and explaining information related to Employment Insurance (EI) claims.
- Conduct fact-finding to resolve discrepancies, gather missing information, and ensure accuracy of benefit entitlements.
- Verify and authenticate client identity to protect confidential information and ensure compliance with federal security standards.
- Examine, assess, and communicate decisions on EI applications in accordance with legislation, policies, and program requirements.
- Manage the full lifecycle of benefit files, ensuring timely updates and accurate data entry in internal systems.
- Provide program-specific guidance to clients, including application support and biweekly reporting.
- Maintain accuracy and professionalism in a fast-paced, high-volume environment requiring strong judgement and rigour.
- Managed time efficiently in order to complete all tasks within deadlines.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Education
Bachelor of Arts - Forensic Science
TRENT UNIVERSITY
PETERBROUGH ONTARIOSkills
- Compensation & Benefits Support
- HRMS Data Entry (PeopleSoft / Workday / SAP familiarity)
- Client Service & Counseling
- Customer service
- Time management
- Decision-making
- Analytical Thinking & Problem Solving
- Data Verification & Documentation Accuracy
- Case File Management
- Research & Fact-Finding
- Time Management & Prioritization
- Written & Verbal Communication
- Multilingual Communication
- Analytical skills
- Client service excellence
- Rigour and accuracy
- Policy interpretation
- High-volume case management
Timeline
Manager
Al Madina Jewellers
01.2019 - Current
Payment Service Officer
Employment and Social Development Canada (ESDC)
01.2015 - 01.2022
Bachelor of Arts - Forensic Science
TRENT UNIVERSITY