Joy Sharma
Barrie,Canada
Summary
Dynamic professional with a proven track record at Poolzenia, enhancing client satisfaction by 20% through strategic relationship development and expert customer support. Proficient in MS Office and data management, with a strong focus on transforming client challenges into growth opportunities. A commitment to detail and top results drives performance in high-pressure environments.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Client Care Agent
Poolzenia
Barrie, Canada
08.2024 - Current
- Managed and maintained a portfolio of 500+ client accounts via phone, email, and messaging, ensuring high client satisfaction and driving 20% retention improvement
- Processed accounts receivable, collaborated with technicians for rescheduling, and ensured 95% compliance with service delivery standards
- Identified potential sales opportunities, effectively sold equipment, contributing to a 15% increase in overall sales revenue
- Documented all client communications and prepared detailed performance reports, enhancing team efficiency by 10% through accurate analysis
- Analysed client issues, recommended solutions, escalated when necessary, and tracked KPIs, maintaining a 98% customer satisfaction rate
Personal Banker
Bank of Montreal
Orillia, Canada
04.2023 - 06.2024
- Opened and managed Chequing, Savings, TFSA, RRSP, FHSA, and Self-Directed accounts, optimizing clients' financial health and improving account diversification
- Administered Estate Accounts and Power of Attorney, ensuring regulatory compliance and seamless transitions, achieving 100% compliance
- Managed personal and business lending, including secured/unsecured loans and home financing, increasing loan approvals by 15% and boosting client satisfaction
- Advised clients on GICs and Mutual Funds, aligning investments with long-term financial goals, resulting in a 20% growth in portfolios
- Conducted daily outreach to 15 pre-approved leads, generating new business and expanding accounts, driving a 10% increase in sales
- Proactively engaged customers through needs-based assessments, enhancing customer loyalty and identifying opportunities for business growth
Financial Service officer
ICICI Bank Canada
Scarborough, Canada
07.2018 - 02.2023
- Managed 60 weekly client calls, fostering loyalty and trust, and driving stronger client relationships
- Executed marketing activities to acquire and retain clients, boosting business growth and client engagement
- Led customer satisfaction campaigns and provided responsive support, enhancing client experience and seamless financial transactions
- Advised on TFSA, RRSP, GIC investments, and handled foreign remittances, aligning solutions with clients' financial goals
- Conducted needs assessments and collaborated on branch operations, ensuring smooth cash management and tailored financial solutions
Automative Service Advisor
Signature Cars
Mississauga, Ontario
07.2017 - 06.2018
- Greeted customers, identified their needs and provided advice on automotive services.
- Inspected vehicles for mechanical issues and recommended appropriate repair services.
- Provided estimates of repair costs to customers and discussed options with them.
- Processed customer payments for parts and labor charges using a point-of-sale system.
- Maintained accurate records of customer transactions in the dealership database.
- Scheduled appointments for vehicle service and repairs as requested by customers.
- Managed customer inquiries regarding vehicle maintenance, warranties, recalls and other topics.
Education
Office Administration - Business and Administration
St. Clair College of Applied Arts and Technology
Windsor, ON12.2017
MBA - Marketing and Finance
Indian Institute of Planning and Management
New Delhi, India05.2013
Skills
- Strategic Relationship Development
- Branch operations
- Customer Support Expertise
- Office Administration
- Computer Skills
- Detail-Oriented Data Management
- MS Office (Excel, PowerPoint, SharePoint)
- Client Satisfaction Enhancement
Certification
- OMVIC Automotive Certification Course, 2024, Georgian College, 200624487
- Canadian Investment Funds Course, 2021, Investment Funds Institute of Canada, 2428377
Languages
Hindi
Native/ Bilingual
Punjabi
Native/ Bilingual
References
References available upon request.
Timeline
Client Care Agent
Poolzenia
08.2024 - Current
Personal Banker
Bank of Montreal
04.2023 - 06.2024
Financial Service officer
ICICI Bank Canada
07.2018 - 02.2023
Automative Service Advisor
Signature Cars
07.2017 - 06.2018
Office Administration - Business and Administration
St. Clair College of Applied Arts and Technology
MBA - Marketing and Finance
Indian Institute of Planning and Management
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