SHIVANI JAISWAL
Kitchener,Ontario
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Self-motivated outside sales professional experienced in both technical and non-technical, fast-paced team environments. Relationship building and closing expert.
Overview
5
5
years of professional experience
Work History
Technical Support Executive
Teleperformance
01.2022 - 08.2023
- Achieved KPI’s (CSAT Score, Sales Target, Quality Score, Providing Instant and Perfect Resolution
- Escalating issues)
- Handled multiple chats with efficiency
- Order Status, handled queries for order delayed, refund status, refund requests for customers.
- Improved user productivity and efficiency through system training and support.
- Mentored junior team members, contributing to their professional growth and development.
- Collaborated with cross-functional teams to develop innovative solutions, leading to successful project outcomes.
Sales Executive
Teleprformance
01.2021 - 08.2023
- Researched sales opportunities and possible leads to exceed sales goals and increase profits.
- Guided customers with promotions and helped them to make hassle free purchases, made shopping carts
- Helped with site navigation, navigating through various products like electronic devices, mobile accessories, home appliances, Laptop’s, tablets, Projectors etc
- Cross-sale, up-sale for various products.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
Fraud Prevention Analyst
Teleperformance
01.2022 - 08.2023
- Department
- Audits (Chats, Calls, Backlog Tickets, Emails) on Zendesk, Variant, Quality tool
- Analyzed Compliance and Non-Compliance incidents, Highlighted the Non - Complaint incidents to operations and senior management
- Actions for the cases including assault, POSH, abuse, physical abuse
- Maintained reports and FPA dashboard for non-complaint incidents for audits performed with the actions to be taken as per CQM
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Increased staff awareness about common types of fraud schemes through targeted training sessions, fostering a culture of vigilance within the organization.
Subject Matter Expert
Teleperformance
01.2021 - 08.2023
- Improved user productivity and efficiency through system training and support.
- Trained to new batches with product support, customer interacts handling, sequence of interactions to be followed
- Evaluated existing resources and developed new strategies to maximize effectiveness in addressing identified gaps.
- Handling difficult situations effectively for better customer experience
- Generated KPI reports detailing findings and recommendations through feedback sessions.
- Collaborated with different departments for various training.
Training Advisor
The Knowledge Academy
03.2020 - 12.2021
- Dealt with customers globally, through calls using ‘SIP’, chats and emails though ‘HubSpot’
- Arranged training sessions for customers, for various professional courses like CCNA, Prince2, Lean Six Sigma (all levels) etc
- Collaborated with customers and trainers to create a whole batch for training, adjusted according to the time zones for everyone of them
- Sales target achieved, revenue generation
- Customer satisfaction, online invigilation, instant resolution to customer queries
Chief Proctor
NSEIT
07.2019 - 12.2019
- Student Intern
- Network specialist and IT documentation handling.
Education
PGD - Network and System Administration, Information Technology
Conestoga
Kitchener Kitchener, ONMaster’s -
BSC - Computer Science with Chemistry
Guru Nanak Dev University
Bachelor’s -
Guru Nanak Dev University
Skills
- Technical Tools:
- ITSM, HubSpot, Zendesk, Variant, ITSM, Genesys, Wireshark, Resolving Backlog Tickets
- JIRA Tickets
- Microsoft Office Suite: Outlook, MS Word, MS Excel, MS PowerPoint
- Quality assurance understanding
- Brand Promotion
- Operations
Accomplishments
- Best performer recognition for maintaining highest customer satisfaction score for 6 months continuously
- Promoted thrice in two years journey with Teleperformance for achieving all the targets and continuous growth
- Best FPA for performing most audits and highlighted most of the non- complaint cases
- Recognition for training a batch of 15 people who escalated the overall site scores in all terms such as customer satisfaction, sales and highest compliance percentage
- Incentives for the highest hours of working in the office and highest sales revenue.
Timeline
Technical Support Executive
Teleperformance
01.2022 - 08.2023
Fraud Prevention Analyst
Teleperformance
01.2022 - 08.2023
Sales Executive
Teleprformance
01.2021 - 08.2023
Subject Matter Expert
Teleperformance
01.2021 - 08.2023
Training Advisor
The Knowledge Academy
03.2020 - 12.2021
Chief Proctor
NSEIT
07.2019 - 12.2019
PGD - Network and System Administration, Information Technology
Conestoga
Master’s -
BSC - Computer Science with Chemistry
Guru Nanak Dev University
Bachelor’s -
Guru Nanak Dev University