Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Languages
References
Timeline
Generic

E. Suhashini Noel

Brampton,ON

Summary

Focused customer service professional who is proactive and an inspirational leader who is willing to lead by example to external and internal customers. I am a determined problem solver with a keen eye for detail and has a customer centric attitude. Talented professional with expertise in Trainer role. Dynamic public speaker known for meeting demanding training schedules and exceeding management expectations. Considered valuable asset to any team.

Overview

12
12
years of professional experience

Work History

Customer Service Trainer

DHL Express Canada
Brampton
02.2023 - Current
  • Provided guidance and feedback to employees on how to improve their customer service skills.
  • Created standardized policies, procedures, and guidelines for customer service representatives.
  • Conducted assessments of team members to identify areas for improvement in customer service skills.
  • Coordinated with other departments within the organization regarding relevant issues concerning customers' experiences with the company’s products or services.
  • Served as a resource person for questions about the company's products or services from both internal staff members and external customers.
  • Assisted new hires in understanding the company's products and services as well as its mission statement and vision.
  • Delivered presentations on topics such as conflict resolution, communication skills, and active listening, tailored according to the needs of each department.
  • Evaluated existing processes related to customer service operations and identified potential opportunities for improvement.
  • Maintained detailed records of employee performance during customer service training sessions.
  • Developed interactive learning tools such as quizzes and games that can be used by trainees during instruction time.
  • Provided one-on-one coaching sessions for employees who need additional assistance in meeting expectations for providing excellent customer care.
  • Organized role-playing activities and simulations to demonstrate effective problem-solving techniques when dealing with customers.
  • Designed instructional materials such as handouts, slideshows, videos. to support the training program.
  • Developed and implemented customer service training plans and objectives.
  • Explained goals and expectations required of trainees.
  • Monitored, evaluated and recorded training activities or program effectiveness.
  • Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
  • Suggested and offered specific training programs to help workers maintain or improve job skills.
  • Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.
  • Coordinated recruitment and placement of training program participants.
  • Supervised, evaluated or referred instructors to skill development classes.
  • Evaluated training effectiveness using feedback surveys and performance metrics.

Senior Customer Service Supervisor

DHL Express Canada
Brampton
11.2022 - 01.2023
  • Identified potential problems that could impact the delivery of services or products, and recommended solutions to management team members.
  • Provided guidance and support to customer service representatives in resolving complex customer inquiries.
  • Created reports analyzing customer feedback data, identified improvement areas, and developed resolution strategies.
  • Coordinated with internal teams on product development projects aimed at enhancing the user experience.
  • Maintained an updated knowledge base of frequently asked questions used by the customer service team.
  • Handled escalated matters concerning difficult customers while maintaining a professional demeanor.
  • Provided feedback on existing processes and proposed improvements based on current market trends.
  • Ensured compliance with applicable laws, regulations, industry standards, and organizational policies when handling customer inquiries.
  • Monitored call center performance metrics to ensure quality standards were met.
  • Trained new customer service supervisors on company policies and procedures.
  • Conducted regular staff meetings to review performance goals and objectives.
  • Communicated effectively with team members to ensure timely response times for customers.
  • Generated ideas for improving workflows across the organization's various teams.
  • Identified opportunities for process improvement within the customer service department.
  • Provided prompt and courteous service to customers via phone, email, and chat.
  • Trained and motivated team members to strengthen customer service strategies and boost satisfaction levels.

Customer Service Supervisor

DHL Express Canada
Brampton, ON
06.2018 - Current
  • Established and updated work schedules to account for changing staff levels and expected workloads
  • Coached employees through day-to-day work and complex problems
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team
  • Assessed personnel performance and implemented incentives and team-building events to boost morale
  • Participated in hiring and training new recruits to the contact center
  • Attended ongoing in-house training sessions for skills upgrade
  • Actively participated in the process improvement projects – ODD project ; Sales leads
  • Coached team members to deliver hospitable, professional service while adhering to set service models.

Dispute Resolution Finance Team Leader

DHL Express Canada
03.2017 - 05.2018
  • Carried out day-to-day duties accurately and efficiently
  • Worked with customers to understand needs and provide excellent service
  • Responsible for working on straight to the top complaints, general complaints and escalations over phone and email
  • Coordinated with sales department in regards to issues regarding existing accounts
  • Keeping up to date with current company policies
  • Exceeding quality targets with appropriate communication skills, navigating skills and problem solving techniques
  • Demonstrated respect, friendliness and willingness to help wherever needed.

Customer Service Team Leader

DHL Express Canada
05.2016 - 03.2017
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Provided primary customer support to internal and external customers
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
  • Consulted with outside parties to resolve discrepancies and create expert solutions
  • Working on cases as assigned for complaints and time sensitive issues.

Customer Service Associate

DHL Express Canada
06.2015 - 05.2016
  • Answered customer telephone calls promptly to avoid on-hold wait times
  • Offered advice and assistance to customers, paying attention to special needs or wants
  • Recommended products to customers, thoroughly explaining details
  • Answered constant flow of customer calls with minimal wait times
  • Cultivated customer loyalty, promoted repeat business and improved sales
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities
  • Tracking & tracing shipments for customers internationally
  • Keeping up to date with current company policies
  • Responded to customer requests for products, services and company information.

Team Leader, Western Union Agent Support

Minacs
Mississauga, ON
07.2013 - 02.2015
  • Mentored and guided employees to foster proper completion of assigned duties
  • Built strong relationships with customers through positive attitude and attentive response
  • Participated in cross-functional team-building activities
  • Initiated timely response to emails, voicemails and written correspondence
  • Responsible for handling a team size of 15-20 members
  • Managed workflow to exceed quality service goals
  • Defused volatile customer situations calmly & courteously over the phone
  • Fostered an environment, which encouraged continual process improvements
  • Trained, coached and mentored staff to ensure smooth adoption of web-based application KANA.

Western Union - Agent Support

Aditya Birla Minacs
03.2012 - 06.2013
  • Actively listened to customers' requests, confirming full understanding before addressing concerns
  • Maintained energy and enthusiasm in a fast-paced environment
  • Devoted special emphasis to punctuality and worked to maintain an outstanding attendance record
  • Worked with customers to understand needs and provide excellent service
  • Proved successful working within tight deadlines and a fast-paced atmosphere
  • Developed and maintained courteous and effective working relationships
  • Learned new skills and applied them to daily tasks to improve efficiency and productivity.

Education

Certificate of Apprenticeship - IT- Contact Centre

Ontario Ministry of Training Colleges & University
01.2014

Bachelor of Science - Hotel Management & Catering Technology

Bharathiar University

Certificate in DEI&B

George Brown College
Toronto, ON

Skills

  • Training and Development
  • Team Building
  • Team Leadership
  • Customer Relations
  • Inter-department collaboration
  • Staff Management
  • Multi-cultural awareness
  • Strong Problem solving aptitude
  • Staff Training
  • Group facilitation
  • Call Monitoring
  • Task Delegation
  • Quality Control
  • New Hire Orientation
  • Leadership Development
  • Training Method Development
  • Job Skill Building
  • Virtual Learning Management
  • Orientation and Onboarding
  • Course Materials Development
  • Role Playing
  • Group Discussion Facilitation
  • Attention to Detail
  • Team Exercises
  • Employee Interviewing
  • Critical Thinking
  • Coaching and Development
  • Adult Learning Theories
  • Goal Setting
  • Organizational Skills
  • Analytical Thinking
  • Time Management
  • Active Listening
  • Problem-solving abilities
  • Training material development
  • Time management abilities
  • Effective Communication
  • Corporate Training Programs
  • Self Motivation
  • Compliance Training
  • Adaptability and Flexibility
  • Professionalism
  • Motivational speaking
  • Task Prioritization
  • Program performance assessment
  • Adaptability
  • Problem-solving aptitude
  • Teamwork and Collaboration
  • Written Communication
  • Clear Communication
  • Interpersonal Communication
  • Problem-Solving
  • Multitasking
  • Training Program Development
  • Decision-Making
  • Team building
  • Analytical Skills
  • Relationship Building
  • Public Speaking
  • Continuous Improvement
  • Team Collaboration

Affiliations

  • Cooking, reading, traveling and dancing

Accomplishments

  • MVP for March 2024
  • Leader of the Quarter 2022
  • Long service award for 5 years at DHL Express 2020
  • Best Teacher's award 2008 - Mandi Gobindgarh India
  • Best teacher's award 2006 - Coimbatore India

Languages

English
Professional
Hindi
Professional
Punjabi
Elementary
Tamil
Limited

References

References available upon request.

Timeline

Customer Service Trainer

DHL Express Canada
02.2023 - Current

Senior Customer Service Supervisor

DHL Express Canada
11.2022 - 01.2023

Customer Service Supervisor

DHL Express Canada
06.2018 - Current

Dispute Resolution Finance Team Leader

DHL Express Canada
03.2017 - 05.2018

Customer Service Team Leader

DHL Express Canada
05.2016 - 03.2017

Customer Service Associate

DHL Express Canada
06.2015 - 05.2016

Team Leader, Western Union Agent Support

Minacs
07.2013 - 02.2015

Western Union - Agent Support

Aditya Birla Minacs
03.2012 - 06.2013

Certificate of Apprenticeship - IT- Contact Centre

Ontario Ministry of Training Colleges & University

Bachelor of Science - Hotel Management & Catering Technology

Bharathiar University

Certificate in DEI&B

George Brown College

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E. Suhashini Noel