Rakshit Sapra
Mississauga,Canada
Summary
Qualified Customer Service Manager with solid background in managing front-end operations and driving customer satisfaction. Successfully led team to improve service efficiency and enhance overall shopping experience. Demonstrated ability to handle high-pressure situations and multitask effectively, showcasing strong leadership and communication skills.
Overview
3
3
years of professional experience
1
1
Certificate
Work History
Front End Supervisor
Walmart
02.2025 - Current
- Promoted from Customer Service Associate to CSM in recognition of top performance and leadership potential.
- Enforce compliance with security, payment processing, and store operational policies.
- Took ownership of customer issues and followed problems through to resolution.
- Support training and development of front-end associates to maintain high customer satisfaction.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
Courtesy Desk Associate
Walmart
04.2023 - 02.2025
- Consistently achieved top performance in securing 2–6 MasterCard applications daily through effective sales techniques.
- Supported front-end system monitoring, ensuring operational uptime and efficiency.
- Ensured secure payment processing and fraud prevention in compliance with corporate standards.
- Minimized expense control through optimal use of office and front-end supplies.
- Cross-trained and backed up other customer service managers.
- Maintained inventory data integrity in line with audit and compliance protocols.
- Maintained a well-organized courtesy desk area, ensuring a clean and inviting environment for customers.
Technical Support Analyst and Developer (Apprenticeship)
Sheridan College
01.2023 - 04.2024
- Delivered Tier 1 IT support to students and faculty, resolving hardware/software issues using ServiceNow.
- Managed and secured databases via PL/SQL, ensuring integrity and compliance with privacy regulations.
- Increased first-call resolution rates by comprehensively addressing customer concerns and providing clear instructions.
- Offered remote support for cloud-based and web-based clients via phone, email, and chat.
- Assisted in configuring network security settings and maintaining adherence to institutional security policies.
- Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
- Resolved complex technical issues for clients, enhancing overall system performance.
Jr. Software Development Associate
9I TECHNOLOGIES
06.2022 - 12.2022
- Collaborated with cross-functional teams to gather requirements, develop solutions, and deliver high-quality products on time.
- Provided technical support for clients, resolving reported issues in a timely manner, resulting in increased customer satisfaction.
- Ensured smooth collaboration among team members by utilizing version control systems and adhering to branching strategies.
- Improved software quality by identifying and fixing coding issues through rigorous testing and debugging processes.
- Presented information using variety of instructional techniques or formats, such as role-playing, simulations, team exercises, videos and lectures.
Education
College Diploma - Computer Programming
Sheridan College
Brampton, Ontario04.2024
High school -
Manav Mangal Smart School
Chandigarh,India01-2022
Skills
- Risk assessment and vulnerability analysis
- Microsoft 365 and Active Directory management
- Incident response coordination
- Proficient in Java, C, Python, and SQL
- Effective problem-solving
- Problem-solving skills
- Customer service
- Listening skills
- Staff supervision
- Training and mentoring
- Fraud prevention
- Vendor management
- Systems and software expertise
- Customer service management
- Multitasking and prioritizing
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
French
Professional Working
Certification
- Introduction to Cybersecurity – Cisco
- IPv6 Fundamentals – APNIC
- Ethical Hacker – Cisco
- Cybersecurity Awareness Training – Sheridan College
- Security Operations Fundamentals – Sheridan College
- Network Security Essentials – Sheridan College
- Compliance and Risk Management – Sheridan College
- User Access and Role Management – Sheridan College
- IT Governance & Compliance – Sheridan College
Timeline
Front End Supervisor
Walmart
02.2025 - Current
Courtesy Desk Associate
Walmart
04.2023 - 02.2025
Technical Support Analyst and Developer (Apprenticeship)
Sheridan College
01.2023 - 04.2024
Jr. Software Development Associate
9I TECHNOLOGIES
06.2022 - 12.2022
College Diploma - Computer Programming
Sheridan College
High school -
Manav Mangal Smart School
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