Sparsh Kalia Email & Phone Number

St. Catharines, ON, CA

Niagara Falls, Ontario, Canada

• Assisting 70+ library patrons daily in locating books, navigating library computers, and addressing inquiries both in person and over the phone, ensuring a positive and efficient customer experience.
• Utilizing conflict resolution skills to address challenging situations, successfully resolving over 80% of disputes on the first interaction and fostering a welcoming environment.
• Optimizing and managing the library’s digital document management system (Mayan) to streamline record-keeping, reduce paper usage by 50%, and ensure compliance with privacy policies while maintaining secure and easy.
• Providing continuous administrative support to the HR department by managing employee records, updating databases, and optimizing daily workflows to ensure accurate documentation handling and improved operational.

Welland, Ontario, Canada

• Earned praise for achieving nearly 100% customer satisfaction score (CSAT) by consistently maintaining a respectful, professional attitude with customers on 200+ policyholder inquiries monthly.
• Resolved 95% of client balances and disputes within 24 hours by implementing a systematic followup process using EPIC, Guidewire, and SharePoint to monitor and track client data and payments.
• Shortened the upsell process from 1-2 days to within 24 hours through rapid interdepartmental communication with sales and customer service teams using Microsoft Teams.
• Maintained 100% adherence to the company's client data protection standards by consistently using LastPass to collect and encrypt client billing information.

Welland, Ontario, Canada

• Handled 150+ inquiries over 4 months as a part-time staff member, enhancing the college's reputation by contributing to a positive first impression for prospective students and parents.
• Led over 40 campus tours and open houses to groups of up to 20-30 prospective students at a time, providing detailed information about post-graduation employment statistics and campus resources.
• Achieved a 90%+ average satisfaction score in over 220 surveys, receiving regular comments and feedback on my approachable, knowledgeable and friendly interaction style with visitors.
• Directed more than 100 prospective students to appropriate departments for more information, resulting in streamlined processes and enhanced overall student experience.
• Collaborated with professors and staff members to organize showings and program information sessions for 200-300 high school students, to demonstrate a typical day in the program.

Niagara Falls, Ontario, Canada

• Resolved 50+ Tier 1 and Tier 2 IT support issues including user setup, device troubleshooting, hardware installations and library-wide internet connectivity across 2 library branches
• Restored the Evergreen database after a critical overnight crash, impacting 45,000 active cardholders, and 80-100 library staff.
• Extracted 100K records from the Niagara Falls Public Library in 1–2 days using SQL Queries from Microsoft Server 2003 to integrate into the Sports Wall of Fame website.
• Reduced library search and filtering times by 94% (from 10-20 seconds to under 1 second), by eliminating outdated data records, significantly enhancing system speed and user experience.
• Developed step-by-step guides and documentation for 15+ key library IT processes such as user setup and troubleshooting, allowing for operational continuity in the absence of IT support.

Niagara-on-the-Lake, Ontario, Canada

• Directed and orchestrated the tasks of food preparation and service staff to ensure seamless and efficient operations, resulting in elevated service standards and customer satisfaction.
• Instructed and guided staff in job responsibilities and safety protocols, fostering a culture of competence and adherence to safety standards
• Achieved the distinction of receiving the Best Employee Award for 3 consecutive years, underscoring consistent dedication, outstanding performance, and significant contributions to the team.

Welland, Ontario, Canada

• Successfully organized and executed the Rise and Shine Breakfast Program, with exceptional support from team members, catering to a consistent attendance of over 100 students per week.
• Enhanced student awareness of college services and events for their well-being by consistently setting up information booths on various occasions, reaching and engaging with a diverse audience