Dhana Maheswaran
Scarborough,ON
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
19
19
years of professional experience
Work History
WSS/NAC HelpDesk
TELUS COMMUNICATION CORP
2018.11 - Current
- First point of contact as a subject matter expert to provide support to WSS and NAC team members via CHAT and email
- Handle and support complex WSS and NAC Corporate Sales Order issues effectively through verbal and email communication with sales and other stakeholders
- Participate in root cause analysis and proactively identify issues for accurate stakeholder engagement
- Manage Order kick-outs or validation requests
- Process Returns and Exchanges
- Lead key initiatives and liaise with stakeholders across the business
- Communicate effectively via phone calls or chat with other internal departments to resolve complex issues
- Implementing automated systems and processes to improve efficiency and productivity within the organization
- Created process documents and trained teams to reduce errors and improve efficiency.
CORPORATE SALES & SUPPORT REPRESENTATIVE
TELUS COMMUNICATION CORP
2017.05 - 2018.11
- Providing exceptional customer service and support to corporate clients
- Serve as the primary point of contact for corporate clients, managing their accounts and ensuring their needs are met
- Develop and maintain strong relationships with clients to understand their business requirements and provide tailored solutions
- Monitor client accounts to ensure they are up-to-date and address any discrepancies or issues
- Work closely with other corporate care representatives and departments to ensure a cohesive and efficient service experience
- Participate in team meetings, training sessions, and continuous improvement initiatives
- Took part in C+ Migration project, migrating over thousand signed agreements from COINS to SalesForce
DATA & NETWORK ANALYST
TELUS COMMUNICATION CORP
2011.10 - 2017.05
- Troubleshoot mobility devices and hubs for Consumer and Business clients efficiently over the phone and via email while maintaining high quality service
- Diagnose and resolve technical hardware and software issues
- Document tickets and maintained consistent communication with customers to resolve their technical problems
- Follow up with customers to ensure their issues are fully resolved and document the resolution process
- Maintain accurate records of customer interactions, issues, and resolutions in the support ticketing system
- Contribute to the creation and maintenance of knowledge base articles and support documentation
- Part of the Pulsecheck Committee, provided feedback to award team members for client accommodations via bravo points, gift cards
CUSTOMER SALES & SERVICE REPRESENTATIVE
TELUS COMMUNICATION CORP
2007.10 - 2011.10
- Respond to all inbound calls with a high level of professionalism and courtesy that presents the company in a Future Friendly manner
- Assist clients with their mobility accounts, problems and concerns while following the company’s policies and procedures
- Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution
- Identify and troubleshoot customer issues, escalating complex problems to higher-level support when necessary
- Work with other departments to resolve customer issues and improve service processes
- Follow up with customers to ensure their issues are fully resolved and they are satisfied with the service
- Created a team newsletter whereby I recognized my peers for great or improved performance as well as for contributions made to the team
- Took part in a Loyalty and Retention campaign team that involved contacting clients and optimizing rate plans to increase client satisfaction and reduce churn
- Overachieved in Feature Sales whereby I was recognized by receiving the top prize in the 2009 Holiday Olympics Contest
- Completed call evaluations for Team Members
- Listened to calls and provided positive feedback and ideas
- Received HIP award in 2010 for balance performance
- Consistently overachieve in all areas including CST, Quality, SMS and Sales
- Supported my peers who were returning to work by conducting side by sides and coaching them to help achieve their metrics.
CUSTOMER SERVICE REPRESENTATIVE
BELL Canada
2005.09 - 2006.12
- Call centre for small/medium business
- Respond to inquiries about billing, products and service
- Provide customers with refunds, exchanges or other offers such as discounts or coupons
- Handle and resolve customer complaints.
Education
Psychology -
University of Windsor
WindsorOSSD -
Albert Campbell Colligate Institute
Skills
- Problem Solving
- Customer Support
- Teamwork & Collaboration
- Root-Cause Analysis
- Critical thinking
- Time Management
- Attention to Detail
- Microsoft Windows and Office
- Reliability
- Excellent Communication
- Organizational Skills
- Adaptability
Languages
English
Full Professional
Tamil
Full Professional
Timeline
WSS/NAC HelpDesk
TELUS COMMUNICATION CORP
2018.11 - Current
CORPORATE SALES & SUPPORT REPRESENTATIVE
TELUS COMMUNICATION CORP
2017.05 - 2018.11
DATA & NETWORK ANALYST
TELUS COMMUNICATION CORP
2011.10 - 2017.05
CUSTOMER SALES & SERVICE REPRESENTATIVE
TELUS COMMUNICATION CORP
2007.10 - 2011.10
CUSTOMER SERVICE REPRESENTATIVE
BELL Canada
2005.09 - 2006.12
Psychology -
University of Windsor
OSSD -
Albert Campbell Colligate Institute
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