Noora Nassir

Delivered front-desk customer service, scheduled high-volume appointments, and processed insurance claims via EHC portals while maintaining PHIPA-compliant patient records and optimizing inventory to support operations.

Supported full-cycle recruitment, participated in JHSC meetings and safety communication, and coordinated audits and colleague events to improve employee engagement and administrative HR processes.

Provided program and admissions information to prospective students via calls and email, followed up on leads, and collected feedback to improve outreach and recruitment strategies.

Managed high-volume calls and walk-ins, scheduled 30+ daily appointments with accuracy, processed transactions with zero discrepancies, and led inventory optimization to reduce supply costs by 15%.

Oversaw QA of agent interactions ensuring 98% compliance across 200+ monthly reviews, coached teams to boost performance by 12%, improved FCR by 12% and CSAT by 20%, and reduced onboarding time via training programs.

Served as first point of contact via phone and email, processed 200+ orders/returns with 99% accuracy, maintained 98% CSAT and 95% resolution rate while coordinating with sales to streamline order processing.

Handled 80+ daily inbound calls, resolved 90% of issues on first contact, logged interactions in CRM, and resolved billing, technical, and service inquiries with minimal escalation.

Completed the Hospitality – Hotel Operations Management (H133) program at George Brown College in August 2024, focusing on hotel operations and guest services.

Earned a Bachelor's in Commerce with an Applied Computer focus from Osmania University, completed in October 2020.