Drashti Shah
Customer Service
Burnaby,BC
Summary
Dynamic, Result oriented professional with 9+ years of achievement and demonstrated success in Call Centres, Consumer Service, Food and Retail industries from New Zealand and India.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Customer Service Representative
The New Zealand Automobile Association Inc.
Auckland, New Zealand
12.2021 - 04.2022
- Inbound nationwide contact centre.
- Provided help to AA members.
- Helping AA members for road side assistance
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Recommended products to customers, thoroughly explaining details.
- Updated account information to maintain customer records.
- Recorded account information to open new customer accounts.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
Operational Support for Ministry of Primary Industries (OSPRI)
Wellington, New Zealand
04.2019 - 08.2021
- Provided primary customer support to internal and external customers.
- Advise Legal Requirements for Ministry of Primary Industries.
- Attend Farmer's inbound calls
- Advice on farmers NAIT (National Animal Identification and Tracing Scheme) accounts.
- Resolve any TAG queries of Animals.
- Advise on TBFree (Tuberculosis) NZ accounts.
- Solve types of farmer's account queries
- Outbound calling regarding TB testing for animals
- Support mentor for new hires.
Customer Service Representative
New Zealand Racing Board (TAB)
Wellington, New Zealand
09.2018 - 01.2019
- To attend customer's inbound calls
- Advice bets
- Resolve betting queries
- Advise different bets results
- Advise betting rules
- Solve all types of customer's account queries
- Advise different marketing details
- Outbound calling if necessary.
Customer Service Representative/Vehicle Service Attendant
Ace Rental Cars
Wellington, New Zealand
05.2018 - 09.2018
- Vehicle preparation for customers pick-up
- Inform customer for their drop-off time and location
- Check customers and car after their drop-off
- Run airport shuttle for pick-up and drop-off if necessary
- Know all the details for different cars
- Maximize margin by up-selling customers to higher priced service
- Clean the drop-off car and making sure they are ready to use again
- To participate with and support fellow Team members and give feedback to managers.
Cashier and Sales Advisor
JR Duty Free Ltd
Wellington, New Zealand
11.2017 - 05.2018
- Process sales via POS System
- Inform passengers of the conditions relating to their purchases
- To be aware of and maximize sales budgets
- Know and understand the product range
- Achieve weekly store target
- To participate with and support fellow Team members
- Sale liquor onsite if necessary and handle customers pre-orders
- To give feedback to the Store Manger on customer trends and/or requests.
Acting Manager
Pita Pit Warkworth
Auckland, New Zealand
02.2016 - 09.2017
- Started working as Pita pit crew member and worked my way to as acting manager through hard work and Dedication
- Managing Stocks and ordering online as per requirement on Daily basis
- Solving Customers queries on a daily basis
- Handling Phone as well as online orders from customer
- Organize and Manage orders for small to large events
- Working Full time on weekdays and weekends if necessary.
Customer Service Representative and Barista
Caltex
Auckland, New Zealand
04.2015 - 01.2016
- Handling cafe and store
- Cash Handling and counting after each shift
- Working early morning or late nights if required
- Stock taking and maintaining
- Helped in other Caltex stores when required.
- Provided primary customer support to internal and external customers.
Business Process Associate
Tata Consultancy Services (TCS)
Gandhinagar, India
06.2013 - 08.2014
- Worked for Wolters Kluwer as TCS client
- Reading US legal documents online website given by client
- Abstract and subtract data into electronic system given by clients
- Identify key information from US legal documents given by clients
- Prepare one page summary of the legal case.
- Managing Accounts on the clients own software.
Customer Service Representative
Mazda Consultancy Services
Ahmedabad, India
05.2012 - 05.2013
- Attended calls from UK customer and solve the queries
- Call back to customer to confirm their travel details
- Dispatch all the relevant travel documents to customer's email
- Solving customer's queries by email.
Education
BBA -
Gujarat University
05.2009 - 06.2012
Skills
Written and Verbal Communication
undefinedTimeline
Customer Service Representative
The New Zealand Automobile Association Inc.
12.2021 - 04.2022
Customer Service Representative
Operational Support for Ministry of Primary Industries (OSPRI)
04.2019 - 08.2021
Customer Service Representative
New Zealand Racing Board (TAB)
09.2018 - 01.2019
Customer Service Representative/Vehicle Service Attendant
Ace Rental Cars
05.2018 - 09.2018
Cashier and Sales Advisor
JR Duty Free Ltd
11.2017 - 05.2018
Acting Manager
Pita Pit Warkworth
02.2016 - 09.2017
Customer Service Representative and Barista
Caltex
04.2015 - 01.2016
Business Process Associate
Tata Consultancy Services (TCS)
06.2013 - 08.2014
Customer Service Representative
Mazda Consultancy Services
05.2012 - 05.2013
BBA -
Gujarat University
05.2009 - 06.2012
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