Summary
Overview
Work History
Education
Skills
Timeline
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Ishu Guleria

Customer Service Representative

Summary

A resourceful self-motivated individual having marketing and management knowledge with the passion of sales and customer service alongside. With the ability to assess customer needs and selling skills, always thrived to outnumber the targets been given. For the passion of customer facing roles and sales, looking forward for suitable roles where it is possible to exhibit existing skills and adapt new skills for doing well in an organization.

Overview

5
5
years of professional experience
5
5
years of post-secondary education

Work History

Online Banking Representative

Royal Bank Of Canada, RBC
01.2024 - 04.2024
  • Efficiently managed escalated calls with diplomacy, ultimately achieving resolution while maintaining client relationships intact.
  • Navigated multiple internal systems simultaneously while assisting customers, demonstrating strong multitasking capabilities.
  • Contributed to an increase in cross-selling success by identifying potential product or service needs among clients during interactions.
  • Recognized for consistently providing exceptional customer service, resulting in numerous positive feedbacks from clients.

Collector Agent

MJR Capital Services
08.2023 - 01.2024
  • Achieved performance goals on consistent basis.
  • Used scripted conversation prompts to convey current account information and obtain payments.
  • Maintained professional customer relations by resolving billing issues within 72 hours, which helped increase customer satisfaction ratings by 75%.
  • Recovered 200 delinquent accounts and delivered exceptional customer service on collection calls and maintained calm and professional demeanor.

Personal Banker

ICICI Bank
04.2021 - 04.2023
  • Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
  • Developed a mentorship program to train new hires on client relations, cross selling and consultative selling, resulting in 30% sales increase for banking teams.
  • Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
  • Achieved 110%-120% of sales quota month over month and built relationships with customers to ensure alignment with financial needs and goals.

Senior HR Executive

Baddi Foils Pvt Ltd.
06.2020 - 03.2021
  • Directed and supported staff with business registrations and fulfilling all federal laws.
  • Maintained human resources regulatory compliance with local, state and federal laws.
  • Coordinated on-site interviews for 70+ candidates by assessing the availability of the hiring team and candidates.
  • Directed job fairs to bring in local talent for cost reduction by10%

Junior HR & Logistic Executive

Mahindra Logistics
05.2019 - 06.2020
  • Directed shipping and receiving of wide range of products daily.
  • Planned and supervised shipments from production to end-user and scheduled daily and weekly routes.
  • Coordinated dispatching of 145 drivers to accomplish daily delivery requirements.
  • Monitored logistics performance and identified improvement opportunities.
  • Resolved shipping discrepancies by coordinating customer and courier communications.

Education

B.A.LLB. - Law Studies

Punjabi University
Patiala
05.2014 - 05.2019

Skills

Leadership

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Timeline

Online Banking Representative

Royal Bank Of Canada, RBC
01.2024 - 04.2024

Collector Agent

MJR Capital Services
08.2023 - 01.2024

Personal Banker

ICICI Bank
04.2021 - 04.2023

Senior HR Executive

Baddi Foils Pvt Ltd.
06.2020 - 03.2021

Junior HR & Logistic Executive

Mahindra Logistics
05.2019 - 06.2020

B.A.LLB. - Law Studies

Punjabi University
05.2014 - 05.2019

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Ishu GuleriaCustomer Service Representative