A business professional with an extensive background in client relations and banking, a foundation in human resources management and working towards CHRP candidacy. A recent graduate of the Human Resources Post Graduate Program at Centennial College, I was a founding member and the Vice-President of the Centennial HR Management Student Society (CHRMSS), which is a group that supports graduate students make the transition to the workforce.

Onsite Staffing Supervisor @ •Responsible for all Manpower associates at the Estee Lauder Agincourt location •Provide onsite functions for associates to improve retention and co-employment issues •Address Manpower associate performance or quality issues i.e.coaching and counseling, verbal and written warnings. •Conduct Health and Safety Inspections for any violations of policies and procedures •Respond to needs of clients and associates.Ask the appropriate follow up questions, handle sensitive situations with ease and know when to engage other resources: Human Resources, Branch Manager, Regional Manager •Partner with Estee Lauder to assist with tracking associate attendance and job performance. •Distribute Personal Protective Equipment (PPE), Mange Uniforms •Responsible for ensuring staffing needs are being met and backfilling any openings that may become available through attrition. •Maintain top-talent, monitor associate success and replace as needed to ensure Estee Lauder customer satisfaction. •Manage timecards, timeclock usage and weekly payroll. •Continue to implement process improvements based on crew leader and supervisor feedback. •Conduct New Associate Orientations •Attending Production Supervisor/Production Manager, Daily Direction Session & Behaviour Based Safety meetings •Conduct Continuous Improvement opportunity identification •As a member of the Joint Health & Safety Committee perform workplace inspections •Conduct information sessions regarding health and safety •Conduct incident investigations •Ensure that the workers use or wear the personal protective equipment, protective devices or clothing that is required by the customer •Ensure that the workers are aware of the potential hazards in the workplace and provide the worker with instructions and measures to eliminate or reduce the hazards •Proactive management of Workers’ Compensation claims to ensure timely return to work (modified work, internal LMR training) From June 2014 to Present (1 year 7 months) Credit Card Specialist @ •Service incoming phone calls from existing cardholders •Providing guidance and advice to clients regarding TD Visa products, plans and services •Achieve departmental sales targets through recommendation of appropriate products and services which meets our ever-changing customer needs •Recognize and successfully leverage opportunities to further expand our clients’ business through cross-selling/value-add opportunities •Investigate and resolve clients issues regarding billing, transaction disputes and possible fraudulent transactions using first contact resolution •Respond to client inquiries regarding products, services, features and promotion From September 2013 to June 2014 (10 months) Escalations Specialist @ •Service incoming calls from frontline agents for escalations regarding products and services •Respond to emails from Office of the President and customer contacts regarding products and services •Document all cases with action and resolution in our host system Case Management Technology •Analyze and investigate cases to determine root causes of customer issues and concerns •Diffuse irate customers and maintain poise and perseverance in order to effectively manage customer interactions •Probe and troubleshoot to obtain information in identification of issues and potential actions for resolution •Work on assigned cases with resolutions within our 72 hour service level agreement •Act as a leader within the call centre and with authority to represent management when it comes to decision making regarding escalations •Act as a liaison between the call centre and internal partners such as Operations and Sales & Marketing From September 2011 to March 2012 (7 months) Business Analyst @ •Service incoming phone calls to our hotline/mailbox from our vendor Broadridge Financial Services, clients and business partners in a timely manner •Assist with testing of application fixes and major system upgrades •Clean up reports drawn from reporting system using MS Excel for easier readability by business units •Set up meetings with business units with brokerage operations and wealth management to identify, access and gather user requirements for enhancements and product fixes •Document business processes for enhancement and improvement purposes •Document procedures and processes on the Sharepoint website •Act as a liaison with various business units and external vendor on system issues •Reconcile data between brokerage systems and reporting systems and report issues to external vendor •Work on various high impact annual initiatives such as the account cleanups and year-end securities reporting •Log issues using remedy application (BR Track) for vendor response •Trouble shoot production issues that impact ADP and PostEdge and communicate with vendor on behalf of internal clients •Research and analyze information to recommend solutions to routine issues or problems that occur during regular operations or on assigned projects •Communicate all advisories and bulletins that affect ADP processing, enhancements or impacts to the system to the users, including management From December 2009 to April 2011 (1 year 5 months) Customer Care Team Analyst @ •Service incoming phone calls and emails from CIBC World Market clients and internal support while promoting a high degree of customer service •Provide assistance to frontline support for technology products and applications during high call volumes •Monitor 5 email boxes and respond to all emails in a timely manner •Log incident tickets using ServiceCentre, provide status updates on incident and change tickets and service disruptions •Diffuse irate customers and maintain poise and perseverance in order to effectively manage customer interactions •Ensure issue resolution and call clients back to provide feedback for all open ServiceCentre incidents •Trouble-shoot, analyze and investigate all inquiries, escalations and production issues •Research, gather data, analyze, lead and/or provide support on projects to identify operational impacts and recommend solutions to management •Draft all technical alerts and email to all CIBC World Market clients regarding service disruptions, production issues or upgrades From December 2004 to December 2009 (5 years 1 month) Service Desk Specialist @ •Operated in a high volume call centre, service inbound calls from mid-market and large corporate clients, internal CIBC departments and other financial institutions •Log all incoming calls on host system Siebel to create service requests •Investigate all inquiries and escalations from our clients •Diffuse irate customers and maintain poise and perseverance in order to effectively manage customer interactions •Provide clients with updates for service requests such as account balances, account transfers, wire payments, transactions and all investigations using Coins/Colt, IWS, Swift, MIF •Provide information about business products, services, programs and/or technology •Research, gather data, analyze, lead and/or provide support on projects to identify operational impacts and recommend solutions to management From September 2001 to December 2004 (3 years 4 months) Credit Counsellor @ •Operated in an automated dialing, high volume call centre, contacting CIBC clients and reviewing bank obligations ensuring to deliver optimal customer service •Log all notes for all calls on host system BankCard, reviewed all customers profiles on Coins/Colt, Class, Commcorp, Plexus and DealerPlan •Negotiating payment/debt reductions for payments of debts in arrears (loans, visas, mortgages and student loans) in order to minimize loss, mitigate overall risk to the bank and preserve customer loyalty •Determine the root cause of issues and propose options and provide appropriate solutions •Diffuse irate customers and maintain poise and perseverance in order to effectively manage customer interactions •Research, gather data, analyze, lead and/or provide support on projects to identify operational impacts and recommend solutions to management From September 1997 to October 2001 (4 years 2 months) Administrator/ Customer Account Representative @ •Servicing customer and vendor inquiries over the phone or in person with the highest degree of customer service •Negotiate cash/cheque payments, totalling daily receipts for the daily deposit •Promote and sell product and services to new and existing clients •Analyze, approve and recommend loan applications •Collecting receivables on accounts that were 30-120 days past due and advising clients of the effects on their credit ratings From April 1995 to August 1997 (2 years 5 months) Telemarketing Sales Representative/Verification Representative @ From October 1993 to April 1995 (1 year 7 months)

Human Resources Management, Human Resources Management @ Centennial College, School of Business From 2013 to 2013 Business IT Systems, Business and IT @ Seneca College of Applied Arts and Technology From 1991 to 1994 Ontario Secondary School Diploma and Business Certificate, Business and Computers @ Lester B. Pearson Collegiate Institute From 1984 to 1989 Tyra Zafar is skilled in: Customer Service/Customer Relations, Training, Leadership, Oral presentations, Problem Solving, Written communication, Vendor Management, Influencing/Motivating, Microsoft Office 2007, Coordinating Events, Written Communication, MS Word, MS Excel, MS PowerPoint, MS Visio