Dhananjay Dhamija
Surrey,BC
Summary
Experienced Credit Card Representative with a proven track record of delivering exceptional customer service in a fast-paced contact center environment. Skilled in managing customer inquiries, resolving disputes, and providing detailed information on payment due dates and arrangements. Proficient in supporting online chat platforms, handling account management tasks, and maintaining compliance with banking policies. Successfully assisted in the RBC/HSBC merger, ensuring a seamless transition for customers. Adept at promoting credit card products and additional services, with strong communication and problem-solving abilities. Seeking to leverage expertise in a dynamic contact center role to enhance customer satisfaction and operational efficiency.
Overview
4
4
years of professional experience
Work History
Credit Card Advisor
Tek Systems
Vancouver
2023.11 - Current
- Provided exceptional customer service to RBC credit card holders via phone, email, and chat.
- Managed and resolved customer issues through online chat, including card usage, account access, and disputes.
- Informed customers of payment due dates and explained billing cycles and payment requirements.
- Assisted customers with financial difficulties by establishing payment arrangements and offering solutions like deferrals and reduced payment plans.
- Processed credit limit increases, card replacements, and account closures; resolved fraudulent charges and updated account information.
- Maintained up-to-date knowledge of RBC credit card products, educating customers on options and promoting additional services.
- Adhered to RBC policies, ensuring customer information confidentiality and security.
- Efficiently addressed and resolved customer complaints, escalating complex issues when necessary.
- Provided information and assistance to HSBC customers during the RBC/HSBC merger, ensuring a smooth transition.
Senior Credit Application Analyst
Spring Financial
Vancouver , British Columbia
2022.06 - 2023.10
- Conduct thorough analysis of credit applications, assessing risk and making informed lending decisions
- Utilize expertise in credit lending to ensure compliance with industry regulations and company policies
- Demonstrate exceptional computer/technology skills, leveraging MS Office suite (Word, Excel, PowerPoint) to streamline processes and enhance accuracy
- Independently manage a high-volume workload, effectively multitasking to meet fast-paced deadlines
- Exhibit keen judgement and time management abilities, consistently exceeding customer and business partner SLA expectations
- Maintain an unwavering commitment to accuracy and attention to detail, minimizing errors and ensuring precise documentation
- Provide excellent customer service by leveraging strong interpersonal and communication skills to address inquiries and resolve issues
Technical & Sales Representative
Asurion
Moncton , NB
2022.01 - 2022.06
- Provided technical support to customers, addressing inquiries, troubleshooting software/hardware issues, and resolving technical problems promptly
- Effectively communicated complex technical solutions in a clear and understandable manner, resulting in an increase in customer satisfaction
- Utilized consultative selling techniques to upsell and cross-sell relevant products/services
- Collaborated with the sales team to identify opportunities and provide technical insights during sales interactions
- Managed and documented customer interactions using CRM software, maintaining accurate and up-to-date records
- Consistently met or exceeded monthly sales targets.
Customer Service And Claims Advisor
Asurion
Moncton , NB
2021.02 - 2021.12
- Provided prompt and empathetic assistance to clients, addressing inquiries related to claims, policies, and procedures
- Guided clients through the claims process, ensuring accurate documentation and timely resolution
- Collaborated with internal teams to expedite claims processing and resolve complex issues
- Maintained high customer satisfaction ratings
- Utilized strong communication skills to explain claim decisions and policy information to clients
- Managed and documented customer interactions using CRM software, maintaining accurate and up-to-date records.
Senior Escalation Resolution Agent
Nordia Inc
Waterloo , Ontario
2020.04 - 2021.02
- Managed escalated customer issues, providing prompt and empathetic support to resolve concerns and ensure customer satisfaction
- Conducted thorough investigations to identify root causes of escalated problems, collaborating with cross-functional teams to implement lasting solutions
- Mentored and coached junior team members
- Developed and implemented escalation protocols and best practices, resulting in more efficient handling of complex cases.
Education
Diploma In Business Administration, Financial Analysis, Risk Management, Accounting Principles, Business Communication -
Conestoga College
05.2019
Relevant Courses -
Waterloo
01.2019
Skills
- Attention to Detail
- Computer/Technology Proficiency
- MS Office Suite (Word, Excel, PowerPoint)
- Independent Work Ethic
- Time Management
- Customer Service Excellence
- Strong Interpersonal and Communication Skills
- Adaptability to Variable Work Hours
Timeline
Credit Card Advisor
Tek Systems
2023.11 - Current
Senior Credit Application Analyst
Spring Financial
2022.06 - 2023.10
Technical & Sales Representative
Asurion
2022.01 - 2022.06
Customer Service And Claims Advisor
Asurion
2021.02 - 2021.12
Senior Escalation Resolution Agent
Nordia Inc
2020.04 - 2021.02
Diploma In Business Administration, Financial Analysis, Risk Management, Accounting Principles, Business Communication -
Conestoga College
Relevant Courses -
Waterloo
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