1. Ruby Arora
61 Harbourtown Cres, Brampton ON L6V 4P5
Tel: 647.892.7163(C) 905-457-0229 (R) • Email: rubyarora61@yahoo.com
I am an exceptional candidate for the position ADMINISTRATIVE ASSISTANT
and I would like to be chosen to participate in this exciting opportunity. I am the
type of individual who enjoys working in a demanding environment, applying strong
judgment and analytical skills, fixing inconsistencies and providing superior results.
My credentials include Bachelor’s Degree in Arts with Diploma in MS Office. These
educational qualifications and my prior experiences have provided me with valuable
practical and theoretical experiences, soft skills and customer service strengths
which would be successfully implemented in executing the responsibilities entrusted
by this position.
Customer Service, Fact-Finding & Interviewing Experience:
I have expertise in Customer Service, Fact-Finding & Interviewing clients and
determining eligibility for different products & services offered by our company,
taking inbound calls, finding out which services will be appropriate for clients based
on their background and by probing more and giving them the optimum advice
based on their circumstances. I am also an expert in handling sensitive and
confidential information. I also have very good experience of writing
documentation at my current job and also at my previous jobs, where I have
written letters, memos etc. to clients about various services and feedback.
Experience in Application of Policies, Regulations & Legislation:
I have excellent experience in application of Policies, Regulations & Legislation,
handling day to day administrative tasks at my current job and also at previous
jobs. At my recent job I have dealt with clients based on their requirements for
eligibility for services and explaining clients about various policies of our company
and also the legislations involved with the services and what are their rights and
responsibilities as client and also our rights as employers. I always make sure to
follow strict guidelines of various levels of Government Acts & Regulations and also
make sure the work does not suffer and helps in the growth of our company.
I am customer-focused, diligent, results-oriented, an efficient case analyzer, as well
an effective and professional handler and diffuser of irate customers with advanced
computer skills and writing skills. My experience in different industries, working well
with others and having an excellent grasp of any kind of work and in any kind of
situation has made me a subject matter expert.
I welcome the opportunity of meeting with you to discuss how my qualifications and
experience can best serve your needs.
Sincerely,
Ruby Arora

2. Ruby Arora
61 Harbourtown Cres, Brampton ON L6V 4P5
Tel: 647.892.7163(C) 905-457-0229 (R) • Email: rubyarora61@yahoo.com
Career Objective
Seeking a Administrative Assistant/ Customer Service Representative position
where my skills and experience can be utilized while assisting staff and the
community.
Skills and Areas of Effectiveness
 Over 8 years’ experience in Client Service industry as Customer Service
Representative.
 Excellent experience working in an Inbound Call Centre for over 2 years and
dealing with people from diverse ethnicity, cultures, and nationalities.
 Providing an excellent customer experience by responding to customer calls in a
courteous, knowledgeable and professional manner.
 Experience in delivering services or programs to the general public involving
obtaining and providing information requiring explanation or clarification.
 Experience in interpreting and applying legislation or policies in the sales &
service of products & services offered by the company.
 Listening to customers, asking questions as appropriate to discover needs while
simultaneously using a keyboard information received by online systems (multi-
tasking) Fulfilling customer expectations in a way that also complies with
policies, practices and procedures
 Handle customer/client inquiries and other front desk duties, including answering
phone calls (Inbound & Outbound), Reception duties, maintaining databases, site
program registrations, Scheduling, providing information on Centre’s programs
and preparing and updating forms.
 Exceptional written and oral communication skills—fluent in English, Hindi,
Punjabi and Urdu.
 Computer Literate with experience in MS Office—Word, Excel, Internet, Outlook.
Professional Experience
Customer Service Contact Centre Representative
CIBC Contact Centre – Toronto Nov 2014 - Onwards
Call Centre Representative
ROGERS Communications - Brampton May 2014 – Aug 2014
Call Centre Representative
MARS Empire Group Inc - Brampton Jan 2013 – April 2014
Customer Service Coordinator
Wellness Alternative Clinic - Mississauga 2011 - 2013
Admin Assistant
Relax Salon & Spa - Brampton 2007 - 2010

3. • Working at CIBC Contact Center as Customer Contact Center
Representative and handling financial transactions like Credit Limit
Increase, Credit checks, Balance transfers, Bill payments, Selling new
products & services, disputed transactions, address changes, payments,
card requests, statement requests, sundry fees, credit rating, foreign
exchange and any other VISA related inquiries.
 Review and analysis of applications to determine if eligibility requirements
are met, to ensure all information and documents are present, and to
investigate any outstanding circumstances related to the file, and
conducts fact finding interviews with clients.
 Applies the provisions of applicable acts & regulations, taking into account
other federal and provincial legislation, to determine the entitlement or
non-entitlement to products & services.
 Identify customer’s needs and independently resolve disputes received
from existing credit cardholders, branches, other financial institutions and
potential customers and identify, investigate and resolve, or take action
to resolve the issue(s) using empowerment, well thought out judgments,
decision making skills and product knowledge.
 Worked as inbound Call Centre representative and taking calls from
clients regarding Rogers Wireless sales & service and providing detailed
information.
 Awarded Monthly Sales Champion couple of times at Rogers and have
been appreciated many times by clients for my exceptional customer
skills.
 Discussing client inquiries over the phone and explaining them about our
products & services, fee structure, different plans available etc.
 Worked at MARS Empire Group and took inbound calls, outbound calls
from clients and explained them about insurance products, probing
clients, verifying and inputting data on client’s files, selling insurance
products by strictly following Federal & Provincial Acts & Legislations,
transferring clients to appropriate departments for proper resolution.
 Worked as Coordinator at Wellness Alternative Clinic and also
performed duties of receptionist, welcoming clients, handling incoming
calls and transferring to appropriate section, receiving documents, mail
and payments at front counter and posting them to client’s files.
 Worked with Site Manager to ensure smooth running of the office and
monitor the use of facilities, managing office supplies, inventories to
ensure proper functioning of office, handling daily courier, outgoing and
incoming mail, preparing monthly stats and maintaining data etc.
 Maintenance and organization of office files / Databases for staff and
customers. Compile and Log petty cash receipts etc.
 Making meeting arrangements, Agenda preparations and performing daily
administrative jobs like photocopying, faxing, scanning, emails etc.
 Strong belief in satisfying customers following the approach of - Apologize
-Empathize - Be sincere - Provide optimum solution.
Education:
• Bachelors of Arts – Kurukshetra University – India
(Equivalency done by ICAS Canada)
• Diploma in Computer Applications – Micro skills - Brampton