Sapna Pimenta Email & Phone Number

Brampton, Ontario

- Work as a supply teacher for the school as per the school requirements.- Chaired the School Parent Council (2011-2016) which is a recognized body composed of the Principal, Vice Principal, Teachers and Parent volunteers who work together in an advisory capacity to increase the quality of education being provided by the school. (Won Volunteer of the Year.

Toronto, Canada Area

- Lead a group of 10 Team Leaders with 255 agents in a contact center with responsibility to monitor calls, provide agent coaching and feedback to support delivery of required customer service and call center metrics - Manage customer complaints and ensure required actions completed in a timely manner.- Complete required reporting and analysis to.

Woodbridge Canada

Worked within the Collections Department performing the following duties:- Personal Collections - Research accounts of customers claiming bankruptcy and deceased customers to validate claims- Business Collections - Assist collectors on a day-to-day basis with the Business Accounts. Research, accounts, prepare and issue of letters to customers- Co-ordinate.

Brampton, Canada

- Assisting the Financial Department in Accounts Receivables

Mumbai Area, India

Service Delivery Manager – British Airways Executive Club 2003-2004- Managed a team of 150 Call Center agents- Forecast and plan resources to ensure contractual service levels are achieved- Drafting, negotiating and reviewing contractual service levels with clients - Achieving agreed service levels and reporting to the Customer and Senior Management..

Mumbai Area, India

Handled all functions pertaining to the Arrival/Departure of flights

Bachelor Of Arts (Honours), German Language And Literature

Diploma In International Airline & Hotel Management, Airline & Hotel Management

Diploma In German, German Studies

Education record

Educational Support