Jhansi Moodudhudla
Vancouver,BC
Summary
Proactive Customer Service Representative with extensive experience in managing high-stress situations and resolving customer complaints empathetically. Skilled in conflict resolution, call center operations, and maintaining accurate CRM records. Brings a strong commitment to customer satisfaction and team collaboration, consistently exceeding performance metrics.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
TTEC
01.2022 - 05.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Achieved high service level scores by effectively resolving customer issues during the first contact.
- Supported peers through knowledge sharing, collaboration efforts resulting in an enhanced team dynamic and heightened productivity levels.
- Maintained accurate records of customer interactions using CRM software, ensuring seamless follow-up when needed.
- Contributed to a positive work environment by actively participating in team meetings and sharing ideas for improvement.
- Adhered to company guidelines and protocols while representing the brand professionally during all interactions with customers.
- Provided product knowledge assistance to customers, guiding them towards informed purchasing decisions based on their specific needs.
- Consistently met or exceeded performance metrics including average handle time, first-call resolution rate, and adherence to schedule requirements.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Answered 80 customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
Customer Service Representative
Walmart
08.2020 - 12.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Assisted customers with returns, refunds and resolving transaction issues.
- Assisted 200 customers everyday with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
Education
MBA - Quality Management
British Columbia Institute of Technology
Burnaby, BC12.2021
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Problem Resolution
- Call center experience
- Customer Relations
- Conflict Resolution
- Complaint Handling
- Microsoft Excel
- Customer satisfaction measurement
- Call Center Operations
- Scheduling
- Microsoft Outlook
- Product Knowledge
- Live chat support
Languages
English
Professional Working
Timeline
Customer Service Representative
TTEC
01.2022 - 05.2024
Customer Service Representative
Walmart
08.2020 - 12.2021
MBA - Quality Management
British Columbia Institute of Technology
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