Himani Malhotra
Waterloo,ON
Summary
Customer Service & Team Lead Professional with 3+ years of experience in high-volume contact centre and retail environments. Proven ability to support team performance, guide peers, and enhance customer experience through strong problem-solving and communication skills. Experienced in analyzing service trends, improving workflows, and collaborating across departments to drive operational excellence. Recognized for reliability, leadership potential, and ability to thrive in fast-paced environments.
Overview
4
4
years of professional experience
3
3
Certifications
Work History
Manager on Duty
Beyond Wireless
cambridge, Ontario
06.2025 - Current
- Support daily operations by managing customer flow, resolving issues, and ensuring service standards are consistently met
- Act as a go-to resource for team members by assisting with complex customer interactions and providing guidance when needed
- Handle escalated customer concerns, ensuring timely and satisfactory resolution to maintain customer loyalty
- Collaborate with management and team members to improve service delivery and customer experience
- Monitor customer trends and feedback to identify opportunities for service and process improvements
- Maintain strong relationships with internal teams to ensure smooth coordination of services
Customer Service Representative
Rogers
Cambridge, ON
06.2022 - 06.2025
- Managed high-volume customer interactions while consistently meeting service and performance metrics
- Assisted in onboarding and supporting new team members by sharing best practices and process knowledge
- Handled escalations and complex customer issues, ensuring effective resolution and positive outcomes
- Maintained accurate records in CRM systems to support performance tracking and reporting
- Identified recurring issues and trends, contributing insights to improve workflows and customer experience
- Collaborated with cross-functional teams to resolve service and operational challenges
- Demonstrated strong organizational skills by managing multiple priorities in a fast-paced environment
Education
Post Graduate Diploma - Business Administration
Conestoga College
Kitchener, ON08-2022
Bachelors of Commerce - Accounting
Kurukshetra University
Kurukshetra07-2020
Skills
- Team Support, Coaching & Peer Guidance
- Customer Service Leadership & Escalation Handling
- Performance Monitoring & Service Improvement
- Cross-Functional Collaboration
- Data Tracking & Trend Analysis
- CRM Systems (Zendesk, HubSpot)
- Strong Communication (Verbal & Written)
- Multitasking & Operational Coordination
Certification
Zendesk Professional
Timeline
Manager on Duty
Beyond Wireless
06.2025 - Current
Customer Service Representative
Rogers
06.2022 - 06.2025
Post Graduate Diploma - Business Administration
Conestoga College
Bachelors of Commerce - Accounting
Kurukshetra University