Summary
Overview
Work History
Education
Skills
Websites
Timeline
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ADARSH SINGH

Summary

Results-oriented Customer Service Professional with 4+ years of experience excelling in high-volume environments. Proven track record of managing 80%+ daily customer interactions through various channels, resolving inquiries effectively while maintaining high satisfaction rates. Skilled in active listening, problem-solving, communication, and adept at utilizing CRM systems. Eager to leverage expertise in customer relationship management and operational efficiency to make a valuable contribution to a dynamic customer service team.

Overview

5
5
years of professional experience

Work History

TECHNICAL SALES SPECIALIST/KEY HOLDER

ROGERS COMMUNICATIONS
03.2023 - Current
  • Provided first point-of-contact service for 20+ customers daily via in-store, phone, and email, resolving inquiries efficiently.
  • Maintained 98% accuracy in cash handling and transaction reconciliation using POS systems (RQ, SUSE), ensuring reliable payment collection.
  • Consistently achieved a 1.20+ productivity index and ranked in the top 5% nationally for performance by employing effective communication and problem-solving skills.
  • Updated customer accounts and monitored transaction logs, ensuring data integrity and compliance with company protocols.

SALES ASSOCIATE

FREEDOM MOBILES
01.2022 - 03.2023
  • Delivered multichannel customer service (in-person, phone), resolving inquiries and achieving a customer satisfaction rate exceeding 90%.
  • Reduced average customer wait time by 20% through effective queue management and streamlined service operations.
  • Executed daily cash deposits and supported account adjustments, ensuring adherence to transaction protocols.
  • Utilized persuasive communication and needs assessment skills to advise customers on suitable solutions, increasing average transaction value by 27%.

Administrative Assistant

BHARTI AIRTEL LTD.
06.2020 - 08.2021
  • Managed 80+ daily inbound customer calls within a high-volume contact center, specializing in resolving complex billing inquiries and addressing overdue payment situations.
  • Acted as the primary contact for customers facing service and payment challenges, employing active listening and negotiation skills to discuss payment timelines and achieve an 85% first-call resolution rate.
  • Accurately processed account adjustments and payment transactions, contributing to the resolution of account discrepancies and maintaining 99% data accuracy in CRM systems.
  • Utilized strong communication and probing skills to understand customer financial situations and explain available options, applying principles similar to hardship solution processes.


Education

Diploma - Computer Programming

Seneca College
Toronto, ON
09.2023

High School - Science Stream/12th Grade

Government Model Senior Secondary School
03.2020

Skills

  • Collections & Customer Service:- Consumer Collections Principles (Foundational), Delinquent Account Inquiry Handling, Payment Negotiation, Payment Arrangement Discussion, Risk Assessment Fundamentals, Hardship Solution Awareness, First Call Resolution, Customer Relationship Management (CRM), Customer Service Focus, Empathy, Active Listening, De-escalation
  • Call Center Operations: High-Volume Call Handling (Inbound/Outbound), Multichannel Communication (Phone, Email, In-Person, Chat), Call Center Metrics & Targets, Telephone Etiquette, Data Entry, Quality Assurance Principles
  • Communication & Negotiation: Verbal & Written Communication (Good), Negotiation & Persuasion, Problem Solving, Analytical Skills, Collaboration & Teamwork, Conflict Resolution
  • Technical Proficiency: Microsoft Office Suite (Intermediate: Excel, Word, Outlook), CRM Software, POS Systems (RQ, Apollo, SUSE), SQL, HTML, CSS, C, C, JavaScript
  • Languages: English (Fluent), French (Beginner), Punjabi (Fluent), Hindi (Fluent), Bengali (Fluent)

Timeline

TECHNICAL SALES SPECIALIST/KEY HOLDER

ROGERS COMMUNICATIONS
03.2023 - Current

SALES ASSOCIATE

FREEDOM MOBILES
01.2022 - 03.2023

Administrative Assistant

BHARTI AIRTEL LTD.
06.2020 - 08.2021

High School - Science Stream/12th Grade

Government Model Senior Secondary School

Diploma - Computer Programming

Seneca College

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ADARSH SINGH