Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

HIMANSHU MAGO

Brampton

Summary

Experienced and results-driven professional with a track record of exceptional customer satisfaction, exceeding targets, implementing strict security protocols and maintaining data integrity. Skilled in query handling, issue resolution, and tailored solutions. Strong leader, excel in coaching and mentoring new team members, ensuring seamless integration and successful attainment of performance goals. Adept at improving quality scores through meticulous quality testing and constructive feedback. Demonstrated expertise in sales, client management, and staff development.

Overview

8
8
years of professional experience

Work History

Inside Sales Specialist

Provincial Smart Home Services
05.2023 - Current
  • Conduct in-depth market research and utilize CRM tools to pinpoint potential clients aligned with the target market.
  • Initiate outbound calls to introduce and qualify prospects, evaluating their needs and compatibility with the company's offerings.
  • Schedule and coordinate appointments or meetings between qualified leads and sales representatives, fostering ongoing relationships for potential sales opportunities.
  • Maintain meticulous and up-to-date records of all interactions and appointments within the Salesforce system, while also ensuring the accuracy and generation of relevant documents.
  • Employ effective communication strategies, utilizing email and phone channels, to engage and build relationships with prospects, and promptly respond to post-sale inquiries and escalations.
  • Demonstrate a sense of urgency and adept problem-solving skills to address real-time customer issues, negotiating and employing creativity as needed.
  • Skillfully manage competing priorities, including taking incoming customer calls, conducting follow-ups, and responding to emails to ensure a seamless customer experience.
  • Collaborate cross-functionally with various departments, including Agents, installers, logistics, and finance, to efficiently deliver customer resolutions and proactively identify and rectify internal issues flagged through customer feedback.

Master Customer Care Professional and Team Coach

American Express Business Solutions
01.2020 - 04.2023
  • Handled credit card queries post application, ensuring accurate and comprehensive responses to customer inquiries, resulting in a 95% customer satisfaction rate.
  • Achieved a resolution rate of 90% for all customer questions within designated timelines, exceeding the department's target of 85%.
  • Implemented and maintained strict security protocols to protect sensitive customer information, resulting in zero data breaches or security incidents during tenure.
  • Conducted quality testing for calls at the process level, identifying areas of improvement and providing feedback to agents, resulting in a 10% improvement in call quality scores.
  • Mentored and trained batches of new employees, ensuring a smooth onboarding process and helping them achieve performance targets within the first three months.
  • Acted as a Team Coach, providing guidance and support to peers, resulting in a 15% increase in their individual goal achievements.
  • Consistently received a G2/L1 rating, reflecting strong performance and leadership qualities, as assessed by management.
  • Worked as a key member of a specialized team for Plan it and Technical Support, addressing complex customer issues and providing tailored solutions with a resolution rate of 95%.
  • Collaborated with cross-functional teams to streamline processes and enhance efficiency, resulting in a 20% reduction in average handling time for customer inquiries.
  • Demonstrated expertise in digital assist and plan it services, contributing to a 10% increase in customer retention and repeat business for the organization.

Clients Relation Manager & Recruitment Specialist

Velox Staffing Solutions Inc
01.2017 - 01.2020
  • Manages client relationships and databases, formulates strategies, strategy execution for client retention and loyalty
  • Managing, motivating, and developing staff providing customer services
  • Planning and implementing after-sales services to follow up customer satisfaction, ensure performance, and modify and improve services provided
  • Gather requirements from the clients, creates business wide client analytics and reports
  • Managing recruitment cycle which involves arranging for advertising of job vacancies, interviewing and testing of applicants, and selection of staff
  • Managing team recruitment techniques which include Networking sites, referrals, internet-based recruitment tools and calling prospective clients.
  • Undertaking negotiations on terms and conditions of employment and resolving disputes(if any)

Front Office Executive(Taj Management Training)

Taj Connemara
07.2015 - 08.2016
  • Managing check in and check out of the clients, organizing travel and accommodation, updating files and records to provide feedback to the management
  • Controlling all monetary transactions, credit realization & rate management
  • Responsible for smooth function of night auditing
  • Customer interaction, including daily transaction, feedback, escalation
  • Preparing daily cash reports and balances the cash drawer, reconciling cash, check and credit card receipts
  • Interacting with customers to troubleshoot complaints & ensure customer satisfaction by achieving delivery & service norms, attending to their complaints/grievances.

Education

Post Graduate Diploma - Secretarial Studies

CCSQ College
Longueuil, Quebec

Bachelor's - Hotel Management And Catering Technology

Banarsidas Chandiwala Institute of Hotel Management And Catering Technology, IP University
Delhi, India

Skills

  • Effective Communication
  • Customer Relationship Management
  • Customer Loyalty and Satisfaction
  • Financial Analysis
  • Key Relationship Management
  • Problem solving skills
  • Multitasking and Networking
  • Team building and delegating
  • Team Management
  • Interpersonal and Organizational Skills

Languages

English
Native or Bilingual
Hindi
Native or Bilingual
Punjabi
Professional Working

Timeline

Inside Sales Specialist

Provincial Smart Home Services
05.2023 - Current

Master Customer Care Professional and Team Coach

American Express Business Solutions
01.2020 - 04.2023

Clients Relation Manager & Recruitment Specialist

Velox Staffing Solutions Inc
01.2017 - 01.2020

Front Office Executive(Taj Management Training)

Taj Connemara
07.2015 - 08.2016

Post Graduate Diploma - Secretarial Studies

CCSQ College

Bachelor's - Hotel Management And Catering Technology

Banarsidas Chandiwala Institute of Hotel Management And Catering Technology, IP University

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