Onaiza Umar
Carol Stream
Summary
Dedicated and results-driven customer service professional with extensive experience in providing exceptional support, resolving inquiries, and ensuring customer satisfaction. Skilled in managing client relationships, streamlining processes, and delivering timely solutions. Seeking to leverage my expertise in communication, problem-solving, and team coordination to contribute to an organization’s success and enhance the customer experience.
Overview
10
10
years of professional experience
Work History
Community Care Program - Supervisor
Sahara Asian Elderly Care
01.2024 - Current
Community Care Program - Supervisor
Sahara Asian Elderly Care
09.2021 - 11.2022
- Responded to all inquiries from clients and homecare aides in a professional and timely manner via phone, email, or chat
- Ensured excellent customer service by maintaining accurate and up-to-date client and homecare aide records, addressing client needs promptly
- Managed communication between clients and Medicaid/Medicare insurance partners, ensuring accurate information flow
- Oversaw the recruitment and training of homecare aides, emphasizing customer service skills to ensure high-quality care for clients
- Ensured compliance with local, state, and federal regulations related to customer service standards
Assistant Manager - Special Projects
The Citizens Foundation
08.2018 - 03.2021
- Managed customer service-related communications for departmental projects, ensuring smooth project timelines and customer satisfaction
- Provided support on Manager Self Service and Employee Self Service applications, assisting employees with inquiries and concerns
- Worked to improve reporting processes to enhance team performance and overall service efficiency
- Assisted with resolving customer service issues related to payroll and employee attendance, ensuring quick and accurate resolutions
Assistant Manager - User Support
The Citizens Foundation
08.2017 - 07.2018
- Delivered exceptional customer support for internal users, managing inquiries related to Human Capital Management (HCM) and other HR systems
- Assisted with troubleshooting system issues and providing solutions to ensure smooth operations for end users
- Offered training and guidance to employees, enhancing their ability to navigate systems and resolve issues independently
- Developed clear and concise training manuals to improve self-service capabilities for employees
Senior Officer - User Support
The Citizens Foundation
10.2015 - 07.2017
- Provided tier 1 support, addressing internal customer inquiries and troubleshooting system-related issues to maintain smooth operations
- Prioritized and efficiently resolved support tickets, ensuring high customer satisfaction levels within the organization
- Delivered training and developed materials to ensure smooth system usage across departments, enhancing overall user experience
Intern - Customer Care
TCS Express and Logistics
08.2015 - 09.2015
- Handled customer inquiries, resolving issues related to product shipments and service delivery
- Coordinated with other departments to ensure prompt resolution of customer concerns
- Ensured that customers received timely updates on shipments and provided solutions to service delivery issues
Education
Master of Business Administration (MBA) - Human Resources
Institute of Business Management
01.2019
Bachelor of Business Administration (BBA) - Human Resources
Institute of Business Management
08.2015
Skills
- Customer Service Excellence
- Communication and Problem-Solving
- Conflict Resolution
- Data Entry and Management
- Process Improvement
- Client Relationship Management
- Team Coordination
- Microsoft Excel (Advanced)
- Microsoft Outlook
- Microsoft PowerPoint
- MS Office Suite
Timeline
Community Care Program - Supervisor
Sahara Asian Elderly Care
01.2024 - Current
Community Care Program - Supervisor
Sahara Asian Elderly Care
09.2021 - 11.2022
Assistant Manager - Special Projects
The Citizens Foundation
08.2018 - 03.2021
Assistant Manager - User Support
The Citizens Foundation
08.2017 - 07.2018
Senior Officer - User Support
The Citizens Foundation
10.2015 - 07.2017
Intern - Customer Care
TCS Express and Logistics
08.2015 - 09.2015
Bachelor of Business Administration (BBA) - Human Resources
Institute of Business Management
Master of Business Administration (MBA) - Human Resources
Institute of Business Management
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