Abhishek Grewal
Summary
Customer-oriented professional with 4+ years of experience in delivering exceptional customer service and support across various industries. Proven expertise in resolving customer issues, billing inquiries, and technical troubleshooting. Adept at using multiple computer systems and customer service tools to ensure a smooth and positive experience. Known for strong communication skills, problem-solving ability, and a consultative approach to customer interactions.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
Telus Communications
2022.03 - 2024.09
- Handled inbound calls regarding billing inquiries, service upgrades, and troubleshooting issues for residential and business clients.
- Consistently achieved customer satisfaction ratings of 95%+ by resolving concerns efficiently and delivering personalized solutions.
- Used multiple computer systems to research products, troubleshoot services, and document interactions.
- Collaborated with supervisors during 1:1 coaching sessions to meet key performance metrics.
Customer Care Associate
Creative Energy Systems
2020.06 - 2022.02
- Managed customer inquiries related to district energy services, including heating and cooling solutions for residential and commercial properties.
- Provided detailed explanations on billing statements, energy consumption reports, and payment options, ensuring clarity and customer satisfaction.
- Assisted with troubleshooting service disruptions and scheduling maintenance or technical support, coordinating with field teams for timely resolution.
- Educated customers on the benefits of district energy systems and available programs to optimize energy efficiency and reduce environmental impact.
- Maintained detailed records of customer interactions in the CRM system, escalating technical issues and following up on unresolved cases to ensure customer needs were met.
- Consistently achieved performance targets in response time and service quality, contributing to positive customer experiences and long-term retention.
Customer Service Representative
Best Buy
2018.08 - 2020.05
- Assisted customers with product inquiries, returns, and exchanges, ensuring a seamless in-store and online shopping experience.
- Provided recommendations on electronics, home appliances, and tech gadgets based on customer needs, contributing to increased sales.
- Resolved customer issues related to warranties, payments, and shipping, taking ownership of cases to ensure timely resolution.
- Processed payments, returns, and online orders using internal POS systems, maintaining a high level of accuracy and efficiency.
- Collaborated with the Geek Squad team to assist customers with technical issues, product troubleshooting, and service upgrades.
- Received recognition for maintaining a 90%+ customer satisfaction rate and exceeding sales targets during promotional periods.
Customer Service Representative
First West Credit Union
2017.12 - 2018.07
- Assisted members with inquiries about personal banking, loans, and investment products, ensuring a smooth and efficient banking experience.
- Processed transactions, including deposits, withdrawals, and loan payments, while maintaining accuracy and adherence to credit union policies.
- Advised members on suitable financial products, such as savings accounts and credit cards, based on their individual needs and financial goals.
- Resolved member concerns regarding account discrepancies, transaction issues, and online banking services, ensuring prompt resolution and member satisfaction.
- Promoted First West's financial literacy programs, educating members on budgeting, saving, and investment strategies to improve financial well-being.
- Regularly exceeded performance targets for transaction processing times and member satisfaction, contributing to the credit union's reputation for excellent service.
Education
BBA - Business Administration
Kwantlen Polytechnic University
Richmond, BC05.2020
Skills
- Complaint Handling
- Customer Relationship Management (CRM)
- Call center experience
- Live chat support
- Ticket management
- Quality Assurance
- Sales Support
- Problem-Solving
- Customer Service & Support
- Issue Resolution & Troubleshooting
- Strong Verbal & Written Communication
- Multi-Tasking & Time Management
- Active Listening & Consultative Sales
- CRM Systems & Data Entry
- Team Collaboration & Feedback Integration
Languages
English
Hindi
Punjabi
Certification
- Customer Service Excellence Certification – Online Learning Academy, 2021
- Microsoft Office Specialist (MOS) – Excel, Word, PowerPoint, 2020
Timeline
Customer Support Specialist
Telus Communications
2022.03 - 2024.09
Customer Care Associate
Creative Energy Systems
2020.06 - 2022.02
Customer Service Representative
Best Buy
2018.08 - 2020.05
Customer Service Representative
First West Credit Union
2017.12 - 2018.07
BBA - Business Administration
Kwantlen Polytechnic University
- Customer Service Excellence Certification – Online Learning Academy, 2021
- Microsoft Office Specialist (MOS) – Excel, Word, PowerPoint, 2020
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