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
Toronto, ON
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
Mumbai, India
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
Mumbai, India
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