Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Divya Sharma

Brampton,ON

Summary

Driven and detail-oriented professional with over 10 years of experience in customer service management, inside sales, and administrative roles. Proven expertise in designing and optimizing onboarding processes, building lasting client relationships, and collaborating across departments to drive business success. Proficient in tools like Salesforce, Power BI, AS400, and Microsoft 360. Recognized for adaptability, resilience, and a results-driven approach to achieving organizational goals.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Inside Sales Represntative | Onboarding Specalist

Vitran Express
08.2024 - Current
  • Account Management: Managed existing accounts and generated leads for new business opportunities, maintaining strong relationships with clients while meeting sales targets.
  • Onboarding Expertise: Designed and implemented a comprehensive onboarding process, including welcome letters, email templates, customer documents, and a master credentials list.
  • Adaptability & Resilience: Demonstrated resilience and adaptability by maintaining productivity and delivering consistent results while working under direct oversight and detailed guidance from leadership.
  • Client Training & Support: Conducted personalized 30-minute customer meetings to familiarize them with online tools and services, created video tutorials, and provided ongoing support to ensure client success.
  • Process Improvement: Streamlined onboarding workflows by creating detailed manuals, PDFs, and PowerPoint presentations, regularly refining processes to adapt to changes and customer needs.
  • Collaboration: Worked cross-functionally with Sales Leadership, Account Managers, Customer Service, and Operations teams, leveraging tools like Salesforce, Power BI, AS400, and Canva to improve efficiency.
  • Customer Retention & Satisfaction: Consistently tracked client feedback, retention, and satisfaction metrics to optimize the onboarding experience and maintain long-term relationships.
  • Leadership & Recognition: Trained new team members, collaborated with other TFI brands like Kindersley to align onboarding processes, and received recognition from the VP of Sales for outstanding performance.
  • Answered customers' questions regarding products, prices, and availability.
  • Increased sales revenue by building strong relationships with clients and providing insightful product recommendations.
  • Enhanced customer satisfaction through attentive service, addressing concerns promptly, and offering tailored solutions.
  • Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.

Concierge Team Leader | Order Dispatch

Aritzia DC
09.2023 - 05.2024

• Provided world-class customer service while connecting with clients over various platforms such as phone, email and live chat to ensure that client needs are met and exceeded
• Met and exceeded competitive KPI goals, including hourly sales goals, inquiry per hour goals, and customer satisfaction scores with 30% increase.
• Responsible for flawless execution of channel, sales, business, and people management to lead a high performing and engaged team to resolve client inquiries
• Responsible for identifying and resolving escalated opportunities that enable an exceptional experience
• Assisted various cross-functional departments resolving client and business inquiries
• Assisted with training and developing and mentoring new employees
• Supported the team to identify and develop each team members’ skill set for optimal channel positioning and future skill set development
• Remotely supervised Toronto and Vancouver Concierge Advisors across all channels

  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
  • Utilized CRM software efficiently, updating customer profiles accurately during each interaction.

Client Advisor

Royal Bank of Canada, RBC
09.2022 - 05.2023
  • Maintained high-level knowledge of bank policies, procedures, and regulations to ensure compliance in all transactions.
  • Addressed customer inquiries, requests and complaints with courtesy and professionalism.
  • Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
  • Collaborated with team members to achieve branch sales targets by promoting banking products and services.
  • Managed high volumes of daily calls, chats, email's while maintaining a professional demeanor under pressure, over 90-200 calls daily.
  • Stayed current on banking products, services and regulations to continue delivering top-notch service and support.
  • Coordinated with other departments to expedite customer requests, demonstrating excellent teamwork skills that contributed to overall branch success.
  • Investigated disputes and handled suspected fraud with diligence and attention to detail.
  • Facilitated successful loan applications for clients by guiding them through the process step-by-step while adhering to lending guidelines.
  • Supported fraud prevention efforts by diligently monitoring transactions for suspicious activity and escalating concerns as needed.

Customer Service Agent

Moneris Payment Solutions
02.2022 - 09.2022
  • Provide contact centre support to merchant clients (voice, email, social, Integrated 3rd party channels)
  • Provide detailed technical POS troubleshooting and support, detailed financial support for customer service day to day needs.
  • Promoting products and services to merchants, identifying cross-sell/upsell opportunities.
  • Document information from merchants using effective problem solving techniques.
  • Acquire and develop additional skills such as Financial, mobile, integrated and e-Comm.
  • Utilized strong problem-solving skills to quickly identify and address customer issues.
  • Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
  • Assisted in training new hires, sharing best practices for effective customer service delivery.
  • Contributed to achieving company goals by consistently meeting or exceeding performance metrics.

Assistant Store Manager/Assistant Team Leader

Saje Natural Wellness
11.2019 - 02.2022
  • Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
  • Rotated merchandise and displays to feature new products and promotions.
  • Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
  • Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
  • Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits, community outreach events
  • Provided weekly work schedules to employees to accommodate business demands and vacation requests.
  • Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics with 40% increase each quarter

Early Childhood Educator

Richmond-Adelaide Centre
03.2019 - 11.2019
  • Maintained and fostered positive and constructive interactions with staff, families, and children.
  • Boosted children''s social skills development through group projects and collaborative games. 1:7 ratio or 3:10 ratio
  • Applied play-based strategies to provide diverse approaches to learning.
  • Cultivated a safe and inclusive classroom environment that fostered respect, empathy, and cultural awareness among students.
  • Established ongoing professional development goals, participating in workshops and conferences to stay current on emerging trends in early childhood education.
  • Implemented developmentally and culturally appropriate curriculum for children, creating positive, and safe classroom environments.
  • Collaborated with colleagues on curriculum development, sharing best practices to improve overall instruction quality across the school.
  • Enhanced student learning by incorporating hands-on activities and real-world examples in lesson plans.
  • Worked with teaching staff to evaluate individual progress and recommend appropriate learning plans.
  • Enhanced sensory and perceptual-motor skills, language, cognition, and memory development, by employing both traditional and modern educational strategies and techniques.
  • Promoted physical health by incorporating movement breaks and outdoor play opportunities into each day''s schedule.
  • Managed daily routines efficiently, ensuring smooth transitions between different activities throughout the day without any loss of instructional time.

Education

Degree of Early Childhood Care And Education - Early Childhood Care And Education

Ryerson University
Toronto, ON
04-2019

Diploma - Business Administration And Management

Sheridan College Institute of Technology And Advanced Learning
Brampton, ON
04-2014

High School Diploma -

Lincoln M Alexander
Malton, ON
06-2012

Skills

  • Database management
  • Lead qualification
  • Salesforce CRM, AS400, Power BI, Microsoft Office 360, Canva
  • Customer relationship building
  • High Volume email and pe management
  • Sales Management
  • Issue resolution
  • Interpersonal communication
  • Goal setting
  • Analytical problem solver
  • Active listening
  • Critical thinking
  • Data entry
  • Customer satisfaction measurement

Languages

English
Native or Bilingual
Hindi
Native or Bilingual
Punjabi
Native or Bilingual
French
Elementary
Urdu
Native or Bilingual

Certification

  • CPR/AED Certification
  • Registered Yoga Teacher (RYT) - Yoga Alliance
  • 200 Hours Yoga Teacher Certification - BOD SPHERE - June 2024


Timeline

Inside Sales Represntative | Onboarding Specalist

Vitran Express
08.2024 - Current

Concierge Team Leader | Order Dispatch

Aritzia DC
09.2023 - 05.2024

Client Advisor

Royal Bank of Canada, RBC
09.2022 - 05.2023

Customer Service Agent

Moneris Payment Solutions
02.2022 - 09.2022

Assistant Store Manager/Assistant Team Leader

Saje Natural Wellness
11.2019 - 02.2022

Early Childhood Educator

Richmond-Adelaide Centre
03.2019 - 11.2019
  • CPR/AED Certification
  • Registered Yoga Teacher (RYT) - Yoga Alliance
  • 200 Hours Yoga Teacher Certification - BOD SPHERE - June 2024


Degree of Early Childhood Care And Education - Early Childhood Care And Education

Ryerson University

Diploma - Business Administration And Management

Sheridan College Institute of Technology And Advanced Learning

High School Diploma -

Lincoln M Alexander
Divya Sharma