Abhishek Sharma
Brampton,ON
Summary
Customer-focused Customer Service and Administration professional with experience supporting high-volume client interactions, transaction processing, and recordkeeping in regulated, deadline-driven environments. Strong background in inbound and outbound client communications, account maintenance, and handling sensitive financial information. Proficient in CRM and customer support systems including CP360 and Salesforce, with advanced Excel skills. Highly organized, detail-oriented, and quick to learn new systems such as GPAS. Seeking to contribute to Canada Life as a Customer Service Specialist within Group Retirement Services.
Overview
7
7
years of professional experience
Work History
Customer Service & Sales Executive
CP360(Enercare)
Mississauga, Ontario
07.2021 - 06.2025
- Managed high-volume inbound and outbound client calls related to water heater and furnace sales, maintenance, and repair services
- Used CP360 to maintain client profiles, service history, payments, and documentation, ensuring accurate system recordkeeping
- Processed service bookings, payments, billing adjustments, and confirmations with high accuracy
- Maintained daily management of a block of client accounts, prioritizing urgent and time-sensitive requests
- Resolved complex customer issues related to billing, service delays, and equipment concerns
- Handled sensitive customer and financial information in compliance with privacy and security requirements
- Built strong client relationships through professional communication and dependable service
- Collaborated with internal teams including dispatch, technicians, and billing to ensure timely resolution
Customer Service & Sales Executive
Concentrix
Chandigarh, Punjab
03.2018 - 12.2020
- Handled high-volume inbound and outbound customer calls, responding to booking, payment, modification, and cancellation inquiries
- Processed customer financial transactions, including payments, refunds, credits, and adjustments with a strong focus on accuracy and quality
- Maintained customer account records and documentation within CRM and booking systems to support effective recordkeeping and reporting
- Performed account maintenance, updating customer profiles, personal details, and payment information
- Responded to customer inquiries via phone and email, providing clear explanations and timely resolutions
- Managed a daily block of customer interactions, prioritizing tasks to meet service level agreements (SLAs)
- Resolved complex and sensitive issues related to billing disputes, rescheduling, and service escalations
- Handled confidential personal and financial information in compliance with privacy and data security standards
- Supported sales of travel products and add-on services, contributing to revenue and performance targets
Education
Bachelor of Arts - Arts
Maharishi Markandeshwar University
Ambala, India08-2014
Skills
- Client relationship management
- Billing accuracy
- Compliance adherence
- Recordkeeping systems
- Customer engagement
- Payment & transaction processing
- Inbound & outbound call handling
- CRM tools (Salesforce, CP360)
- Data accuracy & validation
- Confidential information handling
- Multi-tasking & time management
- Problem-solving & issue resolution
Timeline
Customer Service & Sales Executive
CP360(Enercare)
07.2021 - 06.2025
Customer Service & Sales Executive
Concentrix
03.2018 - 12.2020
Bachelor of Arts - Arts
Maharishi Markandeshwar University