KAJAL KAUSHAL
Scarborough,Canada
Summary
Results-driven professional with a strong background in customer retention, IT support, and management. Skilled in providing strategic solutions, enhancing customer satisfaction, and mentoring teams to achieve operational excellence. Demonstrates strong analytical and communication skills, excels in data-driven environments, and consistently exceeds expectations.
Overview
7
7
years of professional experience
Work History
Retention Agent
Bell
08.2024 - Current
- Retain customers by offering tailored solutions to meet their needs
- Assist small business and residential clients with service concerns
- Provide personalized support to enhance customer satisfaction and loyalty
- Collaborate with internal teams to resolve issues efficiently
- Maintain up-to-date knowledge of company offerings to present effective retention strategies
Subject Matter Expert
Bell MTS
10.2022 - 10.2024
- Resolved escalated customer issues while maintaining strong client relationships
- Mentored junior staff on best practices related to product design and implementation
- Provided subject matter expertise to cross-functional teams for new product development
- Conducted quality evaluations of agent calls to ensure service excellence
- Investigated customer complaints and implemented corrective action plans accordingly
Support Specialist
Volante Software
05.2023 - 10.2023
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
Assistant Manager
Rabba Fine Foods
09.2019 - 09.2022
- Monitored employee attendance, timekeeping, and payroll data
- Created reports on sales trends, inventory levels, and financial metrics
- Collaborated with management to develop strategic plans for business growth
- Provided guidance and mentorship to junior staff on daily tasks and objectives
- Led team meetings to review business performance and communicate new priorities
- Managed customer inquiries and complaints requiring high-level resolution
IT Support Specialist
Technoworld
05.2018 - 07.2019
- Provided IT support and troubleshooting for internal systems
- Assisted in organizing technology-related events such as seminars and workshops
- Developed and implemented communication strategies for various technical projects
- Assessed company operations to ensure compliance with IT security standards
- Conducted market research and submitted reports on industry trends
Education
Postgraduate Diploma - Computer System Technology & Networking
Centennial College of Applied Arts and Technology
Scarborough, ON04.2021
Bachelor of Science - Computer Applications
SD College
Punjab05.2018
Skills
- Administrative Support
- Office Management
- Customer Retention
- Customer Satisfaction
- IT Support
- Troubleshooting
- Strategic Problem-Solving
- Team Training
- Mentorship
- Business Development
- Reporting
- Strong Communication
- Collaboration
Timeline
Retention Agent
Bell
08.2024 - Current
Support Specialist
Volante Software
05.2023 - 10.2023
Subject Matter Expert
Bell MTS
10.2022 - 10.2024
Assistant Manager
Rabba Fine Foods
09.2019 - 09.2022
IT Support Specialist
Technoworld
05.2018 - 07.2019
Postgraduate Diploma - Computer System Technology & Networking
Centennial College of Applied Arts and Technology
Bachelor of Science - Computer Applications
SD College
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