Neelofar Kazmi
Calgary
Summary
Accomplished leader with 17 years of experience in customer service, team management, and occupational health and safety (OHS) governance. Proven expertise in strategic business planning, risk management, policy development, and performance measurement. Adept at fostering inclusive, collaborative, and high-performing team cultures.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Employee Co-Chair, Joint Workplace Health and Safety Committee (JWHSC)
City of Calgary
12.2021 - Current
- Partner with management to advance workplace safety initiatives and ensure compliance with safety regulations
- Lead safety audits, risk assessments, and safety training programs for employees
- Foster a safety-first culture by promoting proactive risk identification and mitigation strategies
Customer Experience Lead
City of Calgary – Calgary Housing Company
09.2021 - Current
- Lead a team of Customer Service Representatives (CSRs) to deliver exceptional service and operational excellence
- Collaborate with the Occupational Health and Safety (OHS) team to enhance safety policies and governance
- Coordinate the planning, execution, and reporting of strategic business and budget plans
- Oversee risk register tracking and reporting to support corporate strategy and compliance
- Develop and implement performance measures and key performance indicators (KPIs) to improve service efficiency and accountability
Customer Service Coordinator
Moose Jaw Housing Authority – Government of Saskatchewan
07.2019 - 06.2021
- Supervised customer service operations, ensuring effective communication with clients and stakeholders
- Spearheaded policy development and process improvements to enhance service quality
- Managed escalated client concerns with empathy and professionalism to achieve resolution
Leader – Diversity, Inclusion, and Client Servicing
Denave
10.2015 - 12.2018
- Championed equity, diversity, and inclusion (EDIB) initiatives, creating inclusive work environments
- Designed and led client service excellence programs to meet diverse client needs
- Mentored and developed high-performing teams through coaching and training
Senior Program Manager
National Association of Street Vendors of India (NASVI)
02.2014 - 09.2015
- Advocated for health and safety initiatives for informal workers, representing NASVI in collaboration with Street Net International (UN)
- Developed and implemented client servicing programs for street vendors across major Indian cities
Client Services & Customer Relationship Manager
Mediakonnext
05.2009 - 12.2013
- Managed client accounts and strengthened relationships, leading to a 15% increase in retention
- Supervised a customer service team, improving performance through coaching and process enhancements
Al-Maha Services Supervisor – Customer Experience
Qatar Airways
01.2007 - 01.2009
- Supervised the Al-Maha Services team, ensuring high customer satisfaction for VIP travelers
- Implemented customer experience improvements that boosted positive feedback scores by 18%
Education
Post Graduate Diploma - Business Administration
MIT School of Distance Education
Bachelor of Arts - English Language and Literature
University of Mumbai
Diploma - Human and Community Support Services
Hamptons College
MBA - Organizational Development and Human Resource Management
California Intercontinental University
02.2025
Skills
- Leadership and Team Development
- Business and Budget Planning
- Policy Development and Compliance
- Risk Management and Governance
- Strategic Planning and Execution
- Equity, Diversity, Inclusion, and Belonging (EDIB)
Certification
- Joint Health and Safety Committee (JHSC) Certification
- Leadership for Safety Excellence (ACSA)
- Workplace Hazardous Materials Information System (WHMIS) Certification
- Peer Support Certification – Canadian Mental Health Association
- Mental Health in the Workplace Certification
- Lean Six Sigma White Belt Certification – Six Sigma Global Institute
- Housing Professionals Mentorship Program (HPMP) – Canadian Housing and Renewal Association
Honors And Awards
- One City Award – Safety, City of Calgary, 07/23, Recognized for contributions to safety initiatives, helping foster a safer work environment.
- Honorary Organizing Secretary, NASVI India, 02/16, Led customer service excellence and organizing campaigns in Delhi and Mumbai.
Timeline
Employee Co-Chair, Joint Workplace Health and Safety Committee (JWHSC)
City of Calgary
12.2021 - Current
Customer Experience Lead
City of Calgary – Calgary Housing Company
09.2021 - Current
Customer Service Coordinator
Moose Jaw Housing Authority – Government of Saskatchewan
07.2019 - 06.2021
Leader – Diversity, Inclusion, and Client Servicing
Denave
10.2015 - 12.2018
Senior Program Manager
National Association of Street Vendors of India (NASVI)
02.2014 - 09.2015
Client Services & Customer Relationship Manager
Mediakonnext
05.2009 - 12.2013
Al-Maha Services Supervisor – Customer Experience
Qatar Airways
01.2007 - 01.2009
Bachelor of Arts - English Language and Literature
University of Mumbai
Diploma - Human and Community Support Services
Hamptons College
MBA - Organizational Development and Human Resource Management
California Intercontinental University
- Joint Health and Safety Committee (JHSC) Certification
- Leadership for Safety Excellence (ACSA)
- Workplace Hazardous Materials Information System (WHMIS) Certification
- Peer Support Certification – Canadian Mental Health Association
- Mental Health in the Workplace Certification
- Lean Six Sigma White Belt Certification – Six Sigma Global Institute
- Housing Professionals Mentorship Program (HPMP) – Canadian Housing and Renewal Association
Post Graduate Diploma - Business Administration
MIT School of Distance Education
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