Alifya Hussain
Toronto,CA
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
12
12
years of professional experience
Work History
Operations Manager | Customer Service Executive
Desjardins INC
03.2016 - 12.2023
- Delivered exceptional support during high-pressure situations, such as natural disasters or large-scale accidents, contributing to the company''s reputation for excellent service.
- Completed customer applications and updated records to reflect current information.
- Processed and recorded new policies and claims.
- Advised customers on required information for claim submissions to progress applications.
- Assessed customer needs and recommended suitable insurance policies.
- Streamlined claims processing for faster resolutions and improved customer experiences.
- Participated in ongoing training programs to stay current on best practices within the field of insurance claims management, enhancing personal expertise and overall job performance.
- Trained new customer service representatives on best practices, policies and procedures.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Developed strong relationships with clients, resulting in increased customer loyalty and repeat business.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Assisted team members in improving their performance through constructive feedback and sharing best practices.
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Proven ability to develop and implement creative solutions to complex problems.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
Billing Customer Service Representative
Toronto Hydro
06.2012 - 01.2016
- Maintained high-quality service standards for all inbound calls, for Toronto Hydro customers ensuring prompt and accurate assistance.
- Investigated and resolved customer billing inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained a strong knowledge of industry regulations and best practices relating to billing & Payment procedures, providing expert guidance when needed.
- Maintained accurate records of customer accounts, payments and payment plans.
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
- Trained new hires on company-specific billing software, policies, and procedures, promoting team cohesion and productivity.
- Improved first-call resolution rates by effectively utilizing resources and available tools.
Education
MBA - Business
05.2000
- Professional Development: Concek Inc: 2023 (PMI)
- PMP (Project Management)- Dec-2023
Skills
- Employee Coaching
- Sales and Upselling
- Critical Thinking
- Computer Skills
- Call center experience
- Customer Data Confidentiality
- Service standard compliance
- Data Management
- Credit adjustments
- Quality Control
- Problem-solving abilities
- Project Leadership
Timeline
Operations Manager | Customer Service Executive - Desjardins INC
03.2016 - 12.2023
Billing Customer Service Representative - Toronto Hydro
06.2012 - 01.2016
PECHS - MBA, Business