Tania Kharakhani

Tania Kharakhani - - Coquitlam, BC PROFILE Detail-oriented and solutions-driven professional with 5+ years of experience in customer service, administrative coordination, and document management. Skilled at managing high-volume workflows, resolving client inquiries, and ensuring compliance with industry standards. Adept at leveraging technology (CRM systems, Microsoft Office, Salesforce) to streamline operations, improve efficiency, and maintain accuracy. Proven ability to collaborate cross-functionally and enhance team productivity while optimizing processes. Strong communicator with a track record of delivering excellent service and supporting compliance efforts across industries. PROFESSIONAL EXPERIENCE First National Financial 06/2023 – 04/2025 | Vancouver, BC Administrative & Funding Specialist Processed high-volume mortgage transactions with a 98% payout success rate, ensuring accuracy in documentation and adherence to complex regulatory guidelines, which resulted in streamlined funding processes and minimal errors. Leveraged strong communication skills to resolve client escalations and document discrepancies, improving overall client satisfaction by 15% through timely issue resolution and transparent communication. Managed up to 50 mortgage files concurrently in a fast-paced, deadline-driven environment, ensuring strict compliance with A, B, and private lending regulations, leading to a 20% reduction in funding delays. Utilized Merlin software to track and manage client files, reducing document review time by 25% through accurate and efficient tracking, contributing to faster loan closures and smoother funding operations. Coordinated with legal professionals to verify solicitor entitlement and ensured full compliance with provincial and federal regulations, reducing potential legal disputes by 30%. Reviewed and approved mortgage documents, ensuring adherence to company policies and regulatory guidelines, resulting in a 98% accuracy rate in document submissions and timely loan closures. Collaborated with underwriters and senior management to resolve discrepancies and facilitate timely closings, maintaining strong cross-departmental relationships that led to a 15% improvement in overall team performance. • • • • • • • Snowstorm Technologies 2020 – 05/2023 | Remote, Canada Client Services Coordinator Acted as the primary point of contact for high-profile clients, including Caesars Entertainment, and resolved over 200 inquiries monthly, maintaining a 98% satisfaction rate by providing timely, tailored, and efficient troubleshooting solutions. Utilized Zendesk and Freshworks to streamline support workflows, reducing response time by 20% and improving customer service delivery for clients, contributing to a 10% increase in operational efficiency. Led onboarding and training programs for new hires, improving team productivity by 30% through effective mentoring on customer service best practices and platform usage. Coordinated complex domestic and international travel arrangements for clients, maintaining a 98% on-time coordination rate while adhering to corporate policies and optimizing logistical processes. Collaborated with cross-functional teams to improve platform features based on user feedback, resulting in a 15% improvement in user satisfaction and a 10% reduction in reported issues. • • • • • Suzy Shier Assistant Manager 2018 – 2020 | Calgary, AB Managed day-to-day store operations, including staff scheduling, performance management, and inventory control, ensuring operational efficiency and a positive team environment that resulted in a 15% increase in store revenue during peak sales periods. Led the team through high-pressure sales events, driving a 15% revenue increase by optimizing resources and implementing targeted promotions, while maintaining high standards of customer service. Trained and mentored over 10 new team members, enhancing their product knowledge and customer service skills, which contributed to a 25% improvement in team productivity and customer satisfaction scores. Coordinated in-store promotions and special events that increased foot traffic by 20%, driving repeat business and bolstering the store’s reputation for delivering exceptional customer service. • • • • Store Associate 2015 – 2018 | Calgary, AB Provided exceptional customer service, assisting customers with product selection and inquiries. Managed product displays and restocking efforts, ensuring merchandise was always visually appealing and well-stocked. Operated the POS system for transactions, processed returns and exchanges, and handled cash with accuracy, maintaining a high transaction accuracy rate. Assisted in the execution of in-store promotions and events, and fostering customer loyalty through effective communication and personalized service. • • • • EDUCATION Mortgage Brokerage in BC 2024 | Vancouver, BC. UBC - Sauder School of Business Focused on regulatory compliance, client advocacy, and mortgage process optimization. Bachelor of Visual Communications - Graphic Design 2017 – 2021 | Calgary, AB. Alberta University of the Arts Applied design principles, typography, UX/UI, and branding to create design materials, presentations, and visual documentation. Proficient in Adobe Creative Cloud (Illustrator, InDesign, Photoshop). • • SKILLS Administrative & Organizational: Document Management & Data Entry Records Maintenance & Compliance Process Optimization & Workflow Streamlining Calendar & Schedule Coordination • • • • Communication & Collaboration: Client & Stakeholder Support Cross-Team Coordination Conflict Resolution & Escalation Handling Professional Written & Verbal Communication • • • • TECHNICAL SKILLS SaaS Platforms: Adobe Creative Cloud, Microsoft 365, Google Suite, Sabre, Freshworks, Zendesk, Merlin Collaboration Tools: Slack, Zoom, Microsoft Teams