Danish Yousuf Email & Phone Number

Markham, Ontario, Canada

• Achieved an outstanding first response rate of 15 seconds for client inquiries through live chat and emails, showcasing a commitment to swift and efficient customer engagement.• Successfully maintained a median closure time of 45 minutes, demonstrating the ability to address and resolve client inquiries in a timely manner.• Maintained a stellar CSAT rating score of 95% and above, highlighting a commitment to ensuring customer satisfaction and positive interactions.• Implemented creative workarounds and solutions to address client needs, meticulously tracking and logging information in the IT service case tracking system (Salesforce) for comprehensive and organized record-keeping.• Actively preserved and expanded knowledge of service desk procedures, products, and services. Played a key role in educating clients on current and evolving products and processes, ensuring timely fulfillment of their tasks.• Mediated between clients and internal departments, proposing well-structured resolutions to address identified gaps. Resulted in improved customer satisfaction (CSAT) scores and a reduction in average handle time (AHT).• Provided best-in-class service and guidance in the use of accounting software, covering installation, database management, and troubleshooting. Contributed significantly to ensuring the continuity of IT system services.• Ran advanced diagnoses on clients' systems for technical issues, adhering to company standards. Properly escalated concerns to the next level of support or relevant technical teams/departments after careful analysis of severity and urgency, in accordance with KPI and SLA.• Actively coached new team members, ensuring their continuous development. Maintained up-to-date knowledge on new releases or changes through collaboration with QA and DevOps teams. Efficiently assigned tasks to team members and provided guidance. Demonstrated strong team leadership and organizational skills.

Greater Toronto Area, Canada

• Assisted in coordinating and executing successful open houses, resulting in a 50% increase in property viewings.• Conducted comprehensive market analyses to advise clients on property pricing, resulting in a 40% improvement in accurate property valuations.• Implemented innovative digital marketing campaigns, leading to a 150% boost in online visibility and lead generation.• Conducted property showings and effectively communicated property features, contributing to a 70% higher closing rate.• Collaborated with mortgage brokers and legal professionals to ensure seamless and timely closings for clients.• Utilized strong negotiation skills to secure favorable terms for both buyers and sellers, resulting in a 200% increase in overall satisfaction.• Cultivated and maintained strong client relationships, leading to a 30% increase in repeat business and referrals.

Mississauga

• As an Insurance Advisor, I delivered personalized home and auto insurance services, offering VIP customer support within a call center setting. Consistently surpassing office quotas for higher premiums and maintaining a lower loss ratio, I achieved exceptional sales results, consistently performing at or above 125% of the monthly goal. Throughout my tenure as an agent, I consistently ranked in the top 10% among 300+ sales agents.• Employing a solution-based sales methodology, I adeptly identified customer pain points, recognized buying signals, addressed objections, and successfully closed sales. My role involved a comprehensive assessment of risks associated with personal lines insurance applications, utilizing claims reports and legal background information.• In exception-related cases, I applied learned techniques, exercised judgment, and demonstrated attention to detail to retain customers, resulting in a notable 20% increase in customer retention. My adaptability to evolving company procedures and positive communication skills were evident in my ability to explain changes to clients effectively.• Providing technical advice and recommendations to internal and external business partners, I identified opportunities for organizational profitability, contributing to improved efficiency for agents in closing deals and reducing Average Handle Time (AHT). I cultivated and maintained professional relationships with clients through active engagement over the phone, consistently exceeding individual goals and contributing to the team's success in achieving and maintaining an 80% closure rate on referrals.

Markham, Ontario, Canada

• In my capacity, I spearheaded the conceptualization, development, and execution of support processes for the eHealth Ontario Service Centre. This involved close collaboration with stakeholders to analyze technical and business requirements, as well as resource availability, ensuring seamless operational readiness.• Furthermore, I engaged with senior management across five partner organizations to establish a new provincial IT helpdesk. My responsibilities included overseeing a knowledge base comprising approximately 1,000 articles, along with crafting refined client support procedures for Customer Identity and Access Management (CIAM) and RSA console. I successfully managed the implementation, ensuring a smooth transition to a new platform.• In addressing major incidents, I played a pivotal role in collaboration with support teams and service managers. This encompassed activities such as notification broadcasts, issue resolution, and conducting root cause analyses. My daily monitoring of operations for adherence to SLAs enabled me to propose solutions for process and performance enhancement.• Demonstrating exemplary verbal and written communication skills, coupled with strong interpersonal abilities, I effectively presented to and engaged with senior management and broader audiences. My proficiency in conflict resolution, coupled with a talent for training and coaching employees, underscored my commitment to fostering a collaborative work environment.• A self-driven, accountable, and results-oriented professional, I consistently took the initiative, adhered to established deadlines and objectives, and excelled both independently and as a valuable team player.• My skill set encompasses expertise in MS Office Suite, CRM, Jira, Confluence, Business Analysis, Project Management, Agile/Scrum, Waterfall, ITIL, SDLC, ITSM, Forecasting and Planning, and Problem Solving.

Markham, Ontario, Canada

• I strategically organized, delegated, and supervised tasks associated with the enrollment of around 2,000 tickets on a provincial scale. This encompassed database maintenance, diligent monitoring of renewal prerequisites, and active engagement with healthcare organizations to guarantee seamless connectivity.• In addition to overseeing project management responsibilities, I conducted comprehensive assessments of the Service Centre team's performance and executed gap analyses to pinpoint training requirements. Regularly, I compiled employee performance reports, delivering insightful presentations to senior leadership on a bi-weekly basis.• In response to identified training gaps, I enhanced the training roadmap, providing instruction to new team members and facilitating refresher training sessions for existing staff. Additionally, I meticulously documented quality evaluation criteria, refining scoring benchmarks to establish uniformity in the quality analysis process.• Functioning as a Subject Matter Expert (SME) for the Service Centre, I played a pivotal role in training and advising both internal departments and external stakeholders. My proficiency extended across various tools and skills, including the MS Office Suite (Excel, MS Access, Word, PowerPoint), ITIL, ITSM, Business Analysis, Client & Stakeholder Relationship Management, Database Management, QA, Team Development, Leadership, Training, and Project Management.• In summary, my strategic contributions were integral to the success of Service Centre projects and operations. Leveraging a diverse skill set, I significantly improved employee performance, training initiatives, and quality management protocols.• Received multiple internal recognition from Managers, Head of Operations, and VP for going above and beyond.

Toronto, Canada Area

• Led and motivated a dynamic team of retail professionals, fostering a positive work environment and ensuring staff members were well-trained and aligned with the brand's values.• Formulated and executed strategies to drive sales and maximize revenue, consistently meeting or exceeding sales targets.• Orchestrated visually appealing store layouts and displays, ensuring that merchandise was showcased attractively to enhance the overall customer experience.• Oversaw inventory control processes, managing stock levels, conducting regular audits, and implementing effective merchandising strategies to minimize stock shrinkage.• Emphasized a customer-centric approach, ensuring exceptional service and resolving customer inquiries or concerns promptly to enhance overall satisfaction and loyalty.• Implemented and optimized operational procedures to enhance efficiency, including cash handling, opening/closing procedures, and general store maintenance.• Collaborated with the marketing team to plan and execute promotional events, sales campaigns, and social media initiatives to drive foot traffic and increase brand visibility.• Implemented effective loss prevention measures to safeguard merchandise and assets, minimizing theft and security risks.• Ensured compliance with company policies, standards, and regulatory requirements, fostering a safe and inclusive work environment.• Utilized sales data and performance metrics to analyze trends, identify opportunities, and implement strategic improvements.

• Contributed to the preparation of financial statements and reports, ensuring compliance with accounting principles and regulations.• Maintained the integrity of financial data through rigorous data entry, reconciliation, and error identification processes.• Collaborated with teams to identify areas for process improvement, implementing solutions that enhanced efficiency and accuracy.• Worked seamlessly with cross-functional teams, fostering strong communication and collaboration to achieve shared financial goals.• Ensured compliance with accounting standards and regulations, providing valuable support in internal and external audits.• Leveraged accounting software and tools to streamline processes, contributing to a technologically advanced and efficient work environment.• Actively engaged in ongoing professional development, staying abreast of industry trends, regulations, and best practices.• Proactively identified and resolved financial discrepancies, showcasing analytical and problem-solving abilities.

Data Analytics And Predictive Analysis

Canadian Risk Management (Crm), Risk Management

Gained necessary skills required for risk assessment. Moreover got access to necessary tools and techniques required to help mitigate day.

Master Of Business Administration (Mba), Accounting And Finance, 3.81 Cgpa Out Of 4.0

Masters in Business Administration - Passed with distinction - Equivalent to Bachelor's degree (Four years) as per Canadian education.

Ca-Foundation, Accounting And Business/Management, Passed

Studied CA - Successfully completed CA Foundation