Soniya Tiwari

SONIYA TIWARI 4 Roundstone Dr, Brampton, Ontario-- OBJECTIVE Ambitious and dedicated professional with over 16 years of diverse experience. Proven track record of achieving exceptional results and recognized as a STAR performer. Seeking a position where I can leverage my financial expertise, leadership skills, and commitment to excellence to drive organizational growth and enhance team performance. SUMMARY OF QUALIFICATIONS Over 8 years of experience in administration 4+ years of experience in US and UK collections with a strong emphasis on compliance and strategy development. 3+ years of experience in Inbound calls and is responsible for handling incoming customer calls, resolving inquiries, and providing excellent customer service. Strong mentoring skills, actively developing new hires and fostering a collaborative team environment. Awarded multiple accolades for performance excellence, including the Star Collector and Quality Vista Level 1 awards. CORE SKILLS Financial Literacy Public Speaking Time Management Problem Solving Effective Communication Data Analysis Customer Service Conflict Resolution EDUCATION Bachelor of Commerce K R College (Dr B.R Ambedkar University) | 2006 - 2008 Higher Secondary Meadowvale Secondary School | 1992 - 1996 PROFESSIONAL EXPERIENCE Great Indian Academy (School) Administration officer |- Managing school records, student data, and staff documentation Preparing reports, letters, and official communications Handling correspondence via emails, phone calls, and in-person queries Assisting with student enrolment and admission processes Maintaining attendance records and academic records Handling school fees, invoices, and financial records Managing petty cash and processing payments for supplies and services Ensuring compliance with health, safety, and security policies Organizing school events, meetings, and parent-teacher conferences Coordinating timetables, staff schedules, and school calendars Ensuring school policies and government regulations are followed Handling student welfare and disciplinary matters when required Acting as a point of contact between the school, parents, and the community Managing social media updates, newsletters, and website information Assisting with marketing and promotional activities for the school Senior Executive (Expedia.com/Hotels.com) [24]7 CUSTOMER | 2012 - 2015 Handle incoming customer calls with professionalism and courtesy. Provide accurate and timely information about Expedia's travel products and services. Troubleshoot and resolve customer complaints and concerns. Promote Expedia's services to customers, identifying opportunities to increase sales. Maintain accurate records of customer interactions. Senior Collector ENCORE CAPITAL GROUP | 2009 - 2011 Analyse and improved daily performance metrics, increasing team productivity by 30%. Developed and enhanced collection policies, resulting in a 20% rise in successful recovery rates. Maintained professionalism and ethical standards, ensuring a positive interaction experience for clients. Collaborated with cross-functional teams to effectively resolve complex issues, enhancing service quality Collector HFO | 2007 - 2008 Collections Process Roles and Responsibilities Handled a group of five people. Responsible for mentoring a group. Providing timely feedback and coaching session for the group. Handled Escalated call Astra Business Services |2005 - 2007 Collections Process Roles and Responsibilities Worked as associate collector for collections Process -Inbound and Outbound calling. Handling escalations and query calls. CERTIFICATIONS Chat GPT 101 Workshop: Streamlined tasks and increased productivity in content creation and customer service. Chief Financial Officer Leadership Program: Comprehensive training in finance and leadership topics. Financial Modelling & Valuation in Excel: Developed key financial modelling and analysis skills using Excel. Generative AI Bundle – Growth School: Gained expertise in AI tools for content creation, automation, and job search strategies.