Arjun Dhawan
Toronto,ON
Summary
Customer service professional experienced in maintaining customer satisfaction and leaving lasting impact. Proficient in CRM (Citrix) and ERP systems.
Overview
10
10
years of professional experience
Work History
Consumer Direct Sales Representative
Nordia (Bell)
01.2023 - Current
- Executed management of more than 8,500 caller interactions proficiently
- Achieved over 1,250 sales spanning multiple product lines and add on services
- Achieved sales totaling over ~$350,000 in mobility devices
- Achieved consistent customer retention rate of ~84% over 20+ months for monthly services
- Prevented 60+ fraudulent callers from completing scam orders, aiding loss prevention in 100+ cases
- Implemented modifications to streamline and boost effectiveness of operations
- Discovered avenues for additional service offerings to maximize customer value
Inventory Event Manager
WIS International (Formerely R.G.I.S)
01.2018 - 12.2023
- Conducted over 800 daily and weekly cycle count events and supervised over 500 such for precise inventory management
- Coached staff to align with organizational service standards
- Verified employee knowledge for specific procedures
- Provided forecasting and estimation for potential stock needs
- Teamed up with clients, team members, and loss prevention departments to address inventory issues
- Generated inventory reports for quality verification and data reconciliation
- Ensured operational excellence through detailed documentation in inventory management systems
Senior Fraud Specialist
American Express
Delhi, New Delhi
05.2014 - 06.2016
- Handled over 11,000 fraud, dispute, and billing inquiry calls effectively
- Secured average survey rating of 4.2 for First Call Resolution
- Addressed 400 fraud cases, leveraging analytical skills to prevent financial losses
- Resolved 1500 fraud disputes and 750 billing inquiries
- Ensured safety of over 200 identities from theft
- Investigated cases of credit card fraud, which ranged from $1- $100000 per case
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Collaborated with team members to discuss fraud trends and brainstorm methods to identify any potential fraudulent activity
- Investigated cases of credit card fraud, which ranged from $1- $100000 per case
Education
Post-Graduate Diploma - Strategic Relationship Marketing
George Brown College
08.2018
Bachelor of Arts - English Literature
University of Delhi
05.2016
Skills
- Revenue Generation
- Lead Generation
- Data Collection
- Relationship Building
- Data Analysis
- Problem-solving abilities
- Risk assessment expertise
- Analytical mindset
- Fraud detection techniques
- Identity Verification
Timeline
Consumer Direct Sales Representative
Nordia (Bell)
01.2023 - Current
Inventory Event Manager
WIS International (Formerely R.G.I.S)
01.2018 - 12.2023
Senior Fraud Specialist
American Express
05.2014 - 06.2016
Post-Graduate Diploma - Strategic Relationship Marketing
George Brown College
Bachelor of Arts - English Literature
University of Delhi
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