Clera Pakhare
Tornoto,ON
Summary
Proven in enhancing customer satisfaction and resolving complex issues, I bring a wealth of experience from roles at Rogers Telecommunications and Accenture Services. Expert in Microsoft Excel and adept at critical thinking, I excel in turning challenging situations into positive outcomes, significantly improving client relations and operational efficiency.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Rogers Telecommunications
02.2021 - 08.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to a minimum of 30 customer requests for products, services, and company information daily.
Business Process Lead
Tata Consultancy Services
11.2013 - 03.2018
- National Grid is international electricity and Gas Company and one of the largest investor-owned energies company in the world.
- ONBOARDING
- External Process:
- Ø Communication with Recruitment team/Managers on the documentation process for new hires
- Ø Scrutinizing documents received from Recruitment team/Managers for new hires
- Ø Maintenance of candidate’s information on Recruitment database
- Ø Registration of eligible candidates for Pre-Employment checks
- Ø Preparation of Offer letters, Start date letters for successful candidates
- Ø Creation of new employees record on system
- Ø Co-ordination with various teams including Pension, Benefits and payroll to ensure employees payments and deductions are made accurately and on time
- Internal Process:
- Ø Preparation of various contracts pertaining to Promotion, Internal / Business Unit transfers, Short or Long-term project roles in the stipulated time period
- Ø Handling Employee Data Management of more than 12,000 on SAP, maintaining records of employees starting from joining to exit.
- Ø Follow up with the line managers for complete documents related to approvals, missing details, signed acceptances of employees
- Ø Processing changes in SAP e.g. Salary increase, Changes or setting up of new allowances or benefits for internal employees
- Ø Timely updating and amendments to be made to the contract and in the system (SAP)
- Ø Communication with internal teams to ensure changes are made accurately and on time
- Ø Resolving queries and complaints received from employees, line managers and various other teams.
- Ø Responsible for the quality audit of the process
Senior Associate
Accenture Services
06.2007 - 07.2012
- Kimberly Clark – Talent Acquisition team
- SOURCING
- Ø Sourced resume for a given position and presented to recruiters and Hiring managers
- Ø Also attended calls with recruiters and Hiring Managers to know the experience and expectations for the open position.
- Columbus – UKI Accenture
- SCREENING
- Ø Screened candidates who have applied for the open positions in consulting workforce as per the guidelines and requirements of the positions.
- Ø Also performed the same for Ireland candidates.
- Ø Did follow up with candidates for the required documentation and information for screening
- Ø To ensure that the work is completed within the specified SLA with 100% accuracy
- Ø Updating the team about the issues and updates received from the on-shore team on timely basis and providing them with the feedback.
- Ø Updating the on-shore team about the changes to be made in the guidelines and LWI’’s, with the help of the team leader.
- Carillon
- ONBOARDING
- Ø Created contracts & Offer letters for candidates who have accepted verbal offer with the organization.
- Ø Welcome Letters to candidate who have accepted the offer on paper
- Ø Performed background checks for candidates by contacting the references provided by candidate.
- Ø Arranged for Medical Test to be conducted for candidate as per the profile requirement.
- Ø Fleet arrangements for candidates who availed the car benefit.
- Ø Created Oracle accounts for candidate by entering the data in ORACLE.
- Ø Also worked on queries of candidate with regards to their contract, reference salary etc.
- Kimberly Clark – Talent Acquisition team
- SCHEDULING
- Ø Scheduling interviews for candidates who have cleared the screening process.
- Ø Contact the candidate, recruiters and interview team for the schedule preparation.
- Ø After schedule is confirmed created the interview documents which are to be sent to candidate and interview team.
- Ø Also arranged for Travel and hotel arrangements for candidates flying down to interview location.
Education
Bachelor of Arts - Sociology
V.G Vaze College of Science , Arts And Commerce
Mumbai, India06.2007
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Data Entry
- Conflict Resolution
- Complaint Handling
- Microsoft Excel
- Money handling abilities
- Payment Processing
- Client Relations
- Customer satisfaction measurement
- Complaint resolution
- Call Center Operations
- Documentation
- Administrative Support
Languages
English
Full Professional
Timeline
Customer Service Representative
Rogers Telecommunications
02.2021 - 08.2023
Business Process Lead
Tata Consultancy Services
11.2013 - 03.2018
Senior Associate
Accenture Services
06.2007 - 07.2012
Bachelor of Arts - Sociology
V.G Vaze College of Science , Arts And Commerce
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