Gautam Sharma
Mississauga,ON
Summary
Flexible and proactive administrator with 3 years of experience in administrative and customer service roles. Skilled in providing friendly and informative customer interactions, handling sensitive paperwork, and preparing meeting rooms. Goal is to utilize skills in organization and diplomacy in a more senior administrative role. Detail-oriented professional with excellent interpersonal skills, strong planning abilities, and decision-making capabilities. Looking to leverage skills in IT and finance to take on bigger challenges in career. Deep understanding of HR administration within a logistic company and possess effective communication and negotiation skills to handle HR problems. Ambitious and passionate about continuous development. Friendly and efficient customer service team member focused on maximizing customer satisfaction through exceptional service and support. Knowledgeable about industry standards and strong ability to retain product and service information for effective issue resolution. Skilled in promoting sales to increase revenue while addressing diverse issues.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Customer Service Representative Lead
DILIGENTA LTD
02.2023 - 04.2024
- Generated and analyzed reports from BANCS and 4Front to monitor account activity, track service metrics, and identify areas for improvement.
- Served as an escalation point for complex or high-priority cases, utilizing advanced problem-solving skills to achieve favorable outcomes for both the company and customers.
- Reduced wait times for customers by optimizing call routing strategies and workforce scheduling.
- Contributed to creating comprehensive training materials aimed at standardizing procedures across the department, ensuring a consistent level of service was provided by all team members.
- Provided expert product knowledge to customers, assisting them in making informed decisions that met their needs and preferences.
- Managed a team of customer service representatives, providing ongoing support and coaching to improve performance metrics.
- Utilized BANCS and 4Front systems to manage customer accounts, process transactions, and handle service requests efficiently.
- Provided support for customer inquiries related to account balances, transaction history, and service issues using BANCS and 4Front platforms.
- Coordinated between customers and technical support teams, ensuring seamless information flow
ADMINISTRATIVE ASSISTANT
TRAVELODGE PVT LTD
07.2022 - 02.2023
- Maintained filing systems, organized administrative tasks, assisted in event planning, coordinated meeting requirements, and managed company databases.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
- Utilized SAP to manage and track office inventory, ensuring optimal stock levels and timely reordering of supplies.
- Coordinated with finance departments to process expense reports and ensure accurate entry and reconciliation of transactions in SAP.
- Generated and maintained reports using SAP, including financial summaries, operational metrics, and employee data.
- Provided support in scheduling and organizing meetings and events, ensuring all logistical aspects were managed efficiently within SAP.
MORTGAGE CONSULTANT
Lloyds Banking Group
04.2022 - 08.2022
- Offered mortgage advice, collaborated with stakeholders, handled consultations, assessed documentation, and provided information on accounts.
- Continuously updated knowledge of market trends and lending guidelines, staying ahead in the competitive mortgage industry.
- Prepared comprehensive reports for senior management detailing loan performance metrics and recommending areas for improvement.
- Streamlined loan application processes for faster approvals and more efficient service to clients.
- Collaborated with underwriting teams to obtain accurate information, ensuring seamless mortgage transactions.
- Analyzed complex financial data to determine appropriate loan options for clients based on their unique circumstances.
SHOP ASSISTANT
Company shop group
10.2020 - 10.2021
- Performed cashier duties, maintained stock displays, assisted customers, and processed payments.
- Completed daily tasks accurately and on-time to support shop needs.
- Maintained a clean and organized shop floor, optimizing space for ease of customer navigation.
- Swept and mopped floor, wiped windows and fixtures after closing to support cleanliness and maintain organized store.
- Provided excellent customer service, promptly addressing inquiries and resolving issues.
- Assisted customers in locating items, ensuring a positive shopping experience.
- Collected payment by cash, debit or credit card and used Point of Sale system to process transaction.
- Briefed customers regarding shop promotions and discounts by providing coupons and flyers to encourage purchases.
ADMINISTRATIVE ASSISTANT
HDFC BANK
09.2018 - 01.2020
- Managed databases, coordinated communications, booked travel, and trained junior team members.
- Administered and maintained Oracle databases, ensuring high availability, performance, and security.
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
- Facilitated collaboration within team by organizing regular meetings and tracking project progress.
- Performed regular database backups, recovery, and disaster recovery planning.
- Developed comprehensive reports for management by collecting data from various sources, analyzing trends, and presenting actionable insights.
- Negotiated contracts with vendors and suppliers for office supplies, equipment, and services.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
Education
Master of Science - Finance
Edinburgh Napier University
Edinburgh, EDH04.2022
BBA - Accounting And Finance
Shekhawati University
Nawalgarh, Rajasthan, India 08.2019
Skills
- Microsoft Office
- Invoice Processing
- Inventory Systems
- Expense Reporting
- Customer Oriented
- Problem solving/decision-making skills
- Excellent communication skills
- Leadership skills
- Planning and collaboration in heterogeneous groups
- Organization planning and punctuality
- Broad Knowledge of Usages of financial analysis tools
- Data visualization tools such as Python, Power Query, Tableau, SQL, and Analytical Excel
- Microsoft Skills Words, Excel, PowerPoints, and any other fundamental tools
- Recordkeeping
- Office Administration
- Purchase orders organization
- Payroll and budgeting
- Bookkeeping
- SAP
- Oracle
- Scheduling and calendar management
- QuickBooks
- Data Management
Accomplishments
- Supervised team of [12] staff members.
- Achieved [] through effectively helping with [Task].
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with a team of [4] in the development of [Introduction to Finance Strategy].
- Achieved [100%] by completing [Customer Satisfaction Ratings] with accuracy and efficiency.
Projects
Capstone Project, Studied Capstone Project which helps me to get understanding about human resource and intercultural development within business. In this project, I used qualitative method from management research which helps to understand the secondary data and creating solutions for business. By doing this project, it develops my presentation skills along with communication skills. Moreover, I learn management research through which I get in-depth knowledge of analyzing data. Furthermore, it gives me knowledge of collecting secondary data and summarize the current situation of the organization.
Languages
French
English
Hindi
Gujarati
Punjabi
Certification
- [CIFC-Canadian Investment Funds Course]
- [Ontario] Driver's License
- First Aid Certification
Reference
Reference is Available Upon Request.
Timeline
Senior Customer Service Representative Lead
DILIGENTA LTD
02.2023 - 04.2024
ADMINISTRATIVE ASSISTANT
TRAVELODGE PVT LTD
07.2022 - 02.2023
MORTGAGE CONSULTANT
Lloyds Banking Group
04.2022 - 08.2022
SHOP ASSISTANT
Company shop group
10.2020 - 10.2021
ADMINISTRATIVE ASSISTANT
HDFC BANK
09.2018 - 01.2020
Master of Science - Finance
Edinburgh Napier University
BBA - Accounting And Finance
Shekhawati University
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