ANUSHA VARGHESE
Guelph,ON
Summary
- Agent mentor: Trained and coached customer service agents to prepare them for handling calls, ensuring readiness in call handling, objection management and customer engagement.
- Supported agent performance development through call simulations, feedback sessions and readiness assessment.
Overview
9
9
years of professional experience
Work History
BRS RETENTION AGENT
NQX
North York, ON
02.2022 - Current
- Implementing customer retention strategies to increase loyalty and retain business.
- Analyzing customer feedback, negotiating with customers and compiling reports for sales manager.
- Respond to customer requests related to residential services and mobility services.
- Reviewing account and service histories to identify trends and issues.
- Promoting client loyalty through rapport building and attention to detail and consistently following via call back on quotation sent.
- Remain up to date on the company's policies and learning new tools by actively participating in ongoing trainings.
- Recognized with two All-star awards in six months for outstanding performance and consistently achieving top scores.
BRS OUTBOUND SALES
NQX
North York, ON
07.2020 - 02.2022
- Answered high volume of calls in fast-paced environment to offer above-and-beyond support of sales representative's diverse needs.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Maintaining knowledge of client's products and services.
- Promoting products and services (home phone, television, internet and mobility services) and suggesting appropriate solutions to clients according to their needs.
- Exceeded company productivity standards by 90% on a consistent basis, handling more than 100 outbound calls each day, meeting daily sales target
Quality Assurance Analyst
Ikotel Ontario Inc
North York, ON
04.2018 - 07.2020
- Performed system acceptance, regression, load, and functional/performance testing for applications and websites.
- Validated, communicated, and resolved software issues through thorough, documented testing to support ROI for IT initiatives.
- Identified, documented, and reported bugs, errors, interoperability flaws, and other issues in Jira.
- Demonstrated methodical, detail-oriented, and thorough approach to assignments while meeting compressed timelines.
Education
Post-Graduation - Computer Software & Database Management
LAMBTON COLLEGE, TORONTO
01-2018
Bachelor's Degree - Computer Science Engineering
MG UNIVERSITY INDIA
INDIA01-2016
Skills
Technical knowledge: Java ,AWS,JIRA Selenium IDE, Selenium WebDriver, TestNG, Cucumber
Skills: Excel, Adobe Photoshop, Microsoft word, PowerPoint
Soft Skills: Self Starter, Problem solving, Organizational skills, Risk Management, Multitasking, Teamwork
Timeline
BRS RETENTION AGENT
NQX
02.2022 - Current
BRS OUTBOUND SALES
NQX
07.2020 - 02.2022
Quality Assurance Analyst
Ikotel Ontario Inc
04.2018 - 07.2020
Post-Graduation - Computer Software & Database Management
LAMBTON COLLEGE, TORONTO
Bachelor's Degree - Computer Science Engineering
MG UNIVERSITY INDIA