DURGA RADHAKRISHNAN USHA
Spruce Grove,AB
Summary
Professional with strong track record in customer service and coordination. Skilled in handling customer inquiries efficiently, resolving issues, and ensuring satisfaction. Focused on teamwork and delivering results, adaptable to changing needs. Proficient in communication, problem-solving, and multitasking, with positive attitude and reliability that fosters trust.
Overview
10
10
years of professional experience
Work History
Customer Service Coordinator
All Weather at Home
04.2024 - Current
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Provided backup support for sales teams during peak periods or staff shortages, maintaining seamless continuity of service levels for clients.
- Coordinated logistics for customer orders.
- Managed high call volumes with exceptional professionalism, ensuring minimal wait times for customers.
- Leveraged strong product knowledge to educate customers about available options and assist them in making informed purchasing decisions.
- Maintained accurate records of customer interactions, tracking trends and identifying opportunities for improvement.
- Worked closely with the marketing department on promotional campaigns, providing input on messaging and targeting strategies to ensure maximum reach and effectiveness.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner.
- Coordinated order processing, shipping, and delivery schedules to ensure timely delivery of products to customers.
- Handled escalated customer issues with empathy and patience, working closely with management to reach satisfactory resolutions.
- Collaborated with cross-functional teams to identify areas of improvement and implement effective solutions.
Mortgage Processing Clerk
CIBC
12.2021 - 09.2022
- Receive, review and analyze incoming documentation for both pre-advance and servicing related activities (e.g. discharge documents, property tax due dates. mortgage transfer-in files, final mortgage documents, early renewals, new loans, legal documents etc) to validate and verify documentation for further processing
- Process requests from internal and external business partners and take appropriate action as required
- Provide professional and timely support for the administration and processing nationally
- Process transactions on the appropriate systems to ensure client information is updated
- Validate client property information and update internal records as required
- Contact consumers via the telephone to arrange repayment of past due accounts
- Ensure each communication with a consumer is professional and always meets our corporate, regulatory and client requirements
- Locate consumers using online tools, available information and problem-solving skills
- Clearly document the results of all calls
- Achieve performance targets and objectives
- Maintain personal records
- Organize the venues and scheduling the programs
- Assist with travel arrangements for office staff and managers
- Maintain personal records and prepare presentations
- Organize functions and events
- Update programs and venues with clients
- Welcome visitors and providing assistance as needed
- Maintain personal records, financial records and other data
- Maintain office equipment and order replacement supplies as needed
- Monitor incoming and outgoing mails
- Responding the quires through phones and in-person
Debt Counselor
Capital One
09.2021 - 12.2021
- Educated clients on debt management strategies, contributing to their overall financial wellbeing.
- Maintained up-to-date knowledge of consumer credit laws and regulations, ensuring accurate advice was given to each client.
- Empowered clients to take control of their finances by providing clear guidance on budgeting, saving, and spending habits.
- Assisted clients in navigating complex financial systems by providing clear and concise explanations of various options, including debt consolidation, credit counseling, and bankruptcy.
- Helped clients avoid bankruptcy by implementing practical debt management strategies and payment plans.
- Reduced client debt by developing personalized financial plans and budgets.
- Increased client satisfaction by providing timely follow-ups and progress updates on their debt management plans.
- Enhanced team collaboration by actively participating in meetings, sharing insights from client cases, and offering constructive feedback as needed.
- Collaborated with other financial professionals to provide comprehensive support for clients facing complex debt issues.
- Negotiated with creditors on behalf of clients to arrange for payment adjustments, interest rate reductions, or payment plans.
- Responded to client concerns and questions about credit scores and methods to improve numbers.
- Produced budget tools, educational support and referrals for clients.
HR Assistant
Kwality Tyres and Sales
01.2020 - 01.2021
- Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
- Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
- Organized new employee orientation schedules for new hires.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Delivered friendly assistance with new hires throughout interviewing and hiring process.
Debt Counselor
Bell Canada
01.2019 - 01.2020
- Streamlined internal processes within the organization by implementing efficient case management systems leading to increased productivity among staff members.
- Conducted regular reviews of active cases to ensure progress toward resolution while also identifying potential roadblocks or challenges.
- Developed strong relationships with creditors, facilitating successful negotiations for reduced interest rates and waived fees for clients.
- Utilized data-driven analysis to monitor the effectiveness of debt management strategies, adjusting plans as needed to optimize results for clients.
- Improved clients'' credit scores through effective negotiation with creditors and financial institutions.
Office staff
Central Government Firm
01.2017 - 06.2017
- Supported marketing initiatives through creating engaging content for social media platforms while adhering to corporate branding guidelines consistently throughout each post''s visual design elements or written copy text sections alike.
- Contributed to the successful onboarding of new hires by preparing orientation materials and assisting with training sessions as needed.
- Streamlined office procedures by implementing efficient filing systems and organizing digital records.
- Improved document organization system which resulted in easier access for staff members when searching relevant files quickly during time-sensitive situations.
- Managed inventory tracking for office supplies by conducting regular audits of stock levels and placing orders proactively before depletion occurred unexpectedly, avoiding potential downtime due to lack of materials availability on hand.
- Coordinated scheduling for multiple employees, ensuring optimal coverage during peak hours and minimizing overtime costs.
- Provided excellent customer service by addressing inquiries promptly and professionally via phone or email correspondence.
Office Administrator
Private Consultancy
04.2015 - 10.2016
- Maintained electronic and paper filing systems for easy retrieval of information.
- Maximized office space utilization by maintaining a clean, organized work environment that encouraged productivity and efficiency.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Expedited invoice processing by accurately reviewing vendor submissions, reconciling accounts payable discrepancies, and conducting timely payments.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Assisted in preparation and processing of payroll to facilitate prompt staff payments.
- Aided in employee onboarding through training new hires on office procedures, software applications, and company policies.
- Maintained confidentiality of sensitive information, adhering to strict data protection policies.
- Streamlined appointment scheduling for executives, optimizing their daily agendas for maximum productivity.
- Facilitated transition to remote work by setting up efficient virtual office systems, maintaining productivity during challenging times.
- Oversaw inventory management, ensuring office supplies were adequately stocked without overordering.
- Implemented digital document management system, reducing paper waste and promoting environmental sustainability.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Education
Graduate Certificate - Human Resource Management
Seneca College
Newnham, ON01.2019
Graduate Certificate - Global Business Management
Conestoga College
Kitchener, ON01.2018
B.Tech - Computer Science
Kerala University
01.2015
Skills
- Got ICDL certification from Canada
- Strong organizational, time management and prioritization skills
- Sound analytical, problem solving and decision-making abilities
- Exercises keen attention to detail while working both creatively and efficiently
- Proven ability to work well under pressure, both independently and as part of a team
- Proficiency in all areas of Microsoft Office, including Access, Excel, Word and PowerPoint
- Communicating with internal/external clients to determine specific requirements and expectations; managing client expectations as an indicator of quality
- Exceptional customer service
- Customer complaint resolution
- Client-centric approach
- Customer service expertise
Accomplishments
- Won second prize for a group event conducted on MMRHSS as a part of cultural meet.
- Took an active participation in Blood Donation Camp.
- Co-Ordinator of TARANG 2K15, college fest of PRSCET.
Timeline
Customer Service Coordinator
All Weather at Home
04.2024 - Current
Mortgage Processing Clerk
CIBC
12.2021 - 09.2022
Debt Counselor
Capital One
09.2021 - 12.2021
HR Assistant
Kwality Tyres and Sales
01.2020 - 01.2021
Debt Counselor
Bell Canada
01.2019 - 01.2020
Office staff
Central Government Firm
01.2017 - 06.2017
Office Administrator
Private Consultancy
04.2015 - 10.2016
Graduate Certificate - Global Business Management
Conestoga College
B.Tech - Computer Science
Kerala University
Graduate Certificate - Human Resource Management
Seneca College
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