Your Name
Langley,BC
Summary
Results-driven Escalations Advisor (Management Office) with 10 years of experience in managing complex customer issues and providing effective solutions. Proven track record of improving customer satisfaction and operational efficiency through problem solving skills.Skilled in communication, conflict resolution ,and ensuring customer satisfaction.Proven ability to liaise between customers and internal teams to facilitate timely resolutions and improve service quality.
Overview
15
15
years of professional experience
Work History
Escalation Advisor
Rogers Communications
Burnaby, BC
12.2013 - Current
- Rogers Management Office Investigate and resolve customer complaints and issue promptly and professionally ,ensuring high level of customer satisfaction
- Analyse data and trends related to customer issues,developing actionable insights to improve service delivery
- Collaborate with various department, including customer services ,sales, credit operations ,technical support to address and resolve complex issues
- Develop and implement process improvements that enhance issue resolution efficiency and reduce response times
- Prepare detailed reports on issue trends ,resolution outcomes and customer feedback, presenting findings to Back office team for strategic planning
- Maintained detailed records of customer interactions and transactions to facilitate efficient follow-up and issue tracking
- Assisted in training new staff ob best practices for issuing resolution and customer service excellence
- Analyse complex customer concerns and collaborate with relevant departments to identify root causes and implement solutions
- Train and mentor team members on best practices for handling escalated issues,contributing to a culture of continuous improvement
- Escalated unresolved issues to appropriate teams to ensure it does not reach CRTC
- Flexibility and adaptanbility to respond to changing priorities and handle multiple complaints simultaneously
- Ability to remain calm and professional under pressure especially when dealing with complicated and intense cases
- Ability to work independently and collaboratively with other team members to resolve customer issues
- Familiarity with CRM systems or other customer service software for tracking and managing customer interactions
Futureshop.ca Sales Expert
Futureshop, langley
09.2012 - 10.2013
- Providing online sales experience to customer in store
- Training sales experts in store to increase sales
- Product training to sales experts through vendors every month
- Prepare,record,proofreadcorrespondence,invoices,presentations,brochures, publications, reports and relevant material
- Ability to maintain secrecy of sensitive information
- Able to work with associates’, vendors and the public capably and tactfully to increase sales
- Exceptional time management, problem-prevention and problem solving skill to manage online sales for customers and management
- Responsible for new employee training such as sales experts and customer service representative
- Handled all official company correspondence, upgraded office filing system, typed all company documents, created a computerized customer database.
Customer Service Specialist
Futureshop
, BC
11.2010 - 09.2012
- Use computer word processing, spreadsheet, and database software to prepare reports, memos, and documents
- Sort incoming mail, faxes, and courier deliveries for distribution
- Prepare and send outgoing faxes, mail, and courier parcels
- Forward incoming general e-mails to the appropriate staff member
- Forward voice mail from the general mailbox to the appropriate staff member
- Purchase, receive and store the office supplies ensuring that basic supplies are always available
- Code and file material according to the established procedures
- Update and ensure the accuracy of the organization's databases
- Back-up electronic files using proper procedures
- Provide secretarial and administrative support to management and other staff Make travel, meeting and other arrangements for staff Coordinate the maintenance of office equipment
- Deal directly with customers either by telephone, electronically or face to face
- Handle and resolve customer complaints and manage administration
- Obtain and evaluate all relevant information to handle inquiries and complaints
- Perform customer verifications and manage customer’s accounts
- Process orders, forms, applications and requests
- Record details of inquiries, comments and complaints
- Record details of actions taken & communicate and coordinate with internal departments.
Business Administration Instructor
CDI College
, Surrey
06.2010 - 09.2010
- Compile, administer, and grade examinations, or assign this work to others
- Evaluate and grade students' class work, assignments, and papers
- Initiate, facilitate, and moderate classroom discussions
- Plan, evaluate, and revise curricula, course content, and course materials and methods of instruction
- Prepare course materials such as syllabi, homework assignments, and handouts.
Administrative Assistant
Apna G Media
, Surrey
12.2009 - 06.2010
- Attend meetings in order to record minutes
- Compile, transcribe, and distribute minutes of meetings
- Coordinate and direct office services, such as records and budget preparation, personnel, and housekeeping, in order to aid executives
- Greet visitors and determine whether they should be given access to specific individuals
- Make travel arrangements for executives
- Manage and maintain executives' schedules
- Open, sort, and distribute incoming correspondence, including faxes and email
- Prepare agendas and make arrangements for committee, board, and other meetings
- Prepare invoices, reports, memos, letters, financial statements and other documents, using word processing, spreadsheet, database, and/or presentation software
- Prepare responses to correspondence containing routine inquiries.
Education
MBA - Finance
Indian Institute of Planning and Management
Sep 2008
B.Com - undefined
Guru Nanak Dev University
july 2006
Skills
- Conflict Resolution
- Customer Service Excellence
- Analytical and Critical Thinking
- Strong Communication skills both verbally and in writing
- Empathy: understanding and relating to the feelings and perspectives with customer to build rapport and trust
- Negotiation Skills
- Attention to detail and ability to work under pressure
- Time Management
- Team Collaboration
- Process Improvement
- Data Analysis
- Willingness to learn and increase knowledge in any field
- Technical Proficiency : knowledge of CRM systems like genesys ,salesforce,livechat,MS Excel ,MS word,Powerpoint,MS teams,MS outlook
- Adaptability : flexibility to adjust to changing priorities and evolving customer needs
Interests
VOLUNTEER WORK
, for 7 years Canucks for kids telethon years raised $150000 to assist charities which support children health and wellness and education in bc
Volunteer to help pack food at food bank in burnaby
Packed lunch box for donation for schools in Vancouver 2023
Volunteer to help clean parks in burnaby organized by rogers
Volunteer in old age home in cloverdale to take old people to doctor appointments and listen to their life stories
Timeline
Escalation Advisor
Rogers Communications
12.2013 - Current
Futureshop.ca Sales Expert
Futureshop, langley
09.2012 - 10.2013
Customer Service Specialist
Futureshop
11.2010 - 09.2012
Business Administration Instructor
CDI College
06.2010 - 09.2010
Administrative Assistant
Apna G Media
12.2009 - 06.2010
MBA - Finance
Indian Institute of Planning and Management
B.Com - undefined
Guru Nanak Dev University