ALEKH SHARMA
Client Account Specialist
Winnipeg,MB
Summary
Detail-oriented and customer-centric bringing 3 years of quality performance in customer support roles. Skilled in mentoring team members to deliver exceptional service and seeking to leverage strong communication and problem-solving skills as a Credit Resolution Officer at RBC Bank. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
5
5
years of professional experience
3
3
years of post-secondary education
Work History
Client Service Supervisor
Clay Oven
9 2021 - Current
- Monitored and upheld customer service standards, adeptly resolving inquiries and addressing service gaps
- Performed routine audits to ensure accurate cash handling and adherence to security protocols, data entry, invoice handling, and standard office administration procedures.
- Partnered with senior management to strategize and achieve branch targets while enhancing overall customer satisfaction.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
Technical Support Specialist
HGS Canada
06.2023 - 11.2023
- Met performance target of 90% for customer satisfaction,97% for first call resolution, and average handle time.
- Ensured client and shareholder interests were protected by diligently managing risks through strict compliance adherence.
- Maintained precise records of customer transactions, payments, and account status in the accounting system, confidential financial information, and records.
- Monitored and assessed customer credit limits, providing recommendations for adjustments to mitigate risk.
Sales and Service Representative
Samsung
08.2020 - 09.2021
- Managed inbound calls and live chats on Samsung.in website, proficiently guiding customers through the purchasing journey and after sales services.
- Consistently met 95% of sales targets, driving revenue growth through effective product promotion, new customer diversion, and providing better plans for existing clients
- Implemented proactive follow-up calls to ensure ongoing customer satisfaction and retention
- Effectively handled heavy workloads and effectively managed deadlines to meet the organizational targets with strong time management skills.
Customer Relations Specialist
Win-Trak Logistics Inc.
01.2019 - 02.2020
- Managed wholesale client inquiries, providing timely and accurate assistance verbally and in writing.
- Coordinated with internal teams to resolve customer issues, ensuring seamless customer experience to provide solutions and build real, lasting relationships.
- Connecting new clients with potential research, CRM tools, Sap tools, and cold calling.
- Facilitated seamless communication among internal teams, couriers, and clients to ensure prompt and correct delivery of goods for procedures to enhance service delivery.
Education
PG Diploma in Financial Planning - Finance
Centennial College
Scarborough, Canada 03.2019 - 05.2019
Bachelor of Commerce - Finance
DBRAU University
Agra, India 04.2014 - 05.2017
Canadian Securities Course - Level 1
Canadian Securities Institute
Toronto, ON 05.2001 -
Skills
Proficient in effective problem-solving techniques
Client-Centric: Develop strong client relationships, providing tailored solutions
Excellent interpersonal skills- Strong oral and verbal communication in English language
Goal-oriented- Exceptional track record in setting and achieving challenging goals
Experienced in Ms office 365 Suite
Timeline
Technical Support Specialist
HGS Canada
06.2023 - 11.2023
Sales and Service Representative
Samsung
08.2020 - 09.2021
PG Diploma in Financial Planning - Finance
Centennial College
03.2019 - 05.2019
Customer Relations Specialist
Win-Trak Logistics Inc.
01.2019 - 02.2020
Bachelor of Commerce - Finance
DBRAU University
04.2014 - 05.2017
Canadian Securities Course - Level 1
Canadian Securities Institute
05.2001 -
Client Service Supervisor
Clay Oven
9 2021 - Current