Hirva Thakkar
Peterborough,ON
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Personal Banker
Bank Of Montreal, BMO
07.2023 - Current
- Engages customers to grow BMO’s business by reaching out, generating appointments, and building new relationships within the community.
- provide needs based evaluations to grow customer loyalty and identify immediate future opportunities, it takes the lead in proactively engaging with existing clients and prospects.
- Help clients by providing best advice and guidance on available digital and self-serve options with the goal of making banking easy, simple, and fast.
- Boosted sales of bank products through effective cross-selling and up-selling techniques.
- Probes to understand customer personal banking and credit card needs and integrates marketing promotions and programs into customer conversations to provide strategic advice.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Contributes to business results and the overall experience delivered in the branch.
Customer Service Representative
ESPN
03.2021 - 06.2023
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Responded to customer calls of average 49 calls and emails to answer questions about products and services.
Customer Service Specialist
Kotak Mahindra Bank
05.2018 - 02.2019
- Contributes to improving customer satisfaction and branch business success.
- Performed duties in accordance with applicable standards legal and ethical policies and
regulatory guidelines to promote a safe working environment. - Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
Investment Funds in Canada(IFC)
Canadian Securities Institute
05.2023
MBA - International Business Management
St.clair College
Windsor, ON05.2019
BBA - Banking And Finance
Ganpat University
Gujarat 05.2017
Skills
- Customer Service
- Complaint resolution
- Product Upselling
- Technical Support
- Communicating with clients
- Verbal and written communication
- Technical Troubleshooting
- Call Center Operations
Certification
- Licensed mutual fund representative - may 2023
- project management -april 2020
- Business acumen for project managers-april 2021
- Building resilience as a leader-june 2021
Timeline
Personal Banker
Bank Of Montreal, BMO
07.2023 - Current
Customer Service Representative
ESPN
03.2021 - 06.2023
Customer Service Specialist
Kotak Mahindra Bank
05.2018 - 02.2019
Investment Funds in Canada(IFC)
Canadian Securities Institute
MBA - International Business Management
St.clair College
BBA - Banking And Finance
Ganpat University