Kalpana Aravindh
Kitchener,ON
Summary
Knowledgeable and dedicated customer service professional with extensive experience in banking industry contact centre. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
5
5
years of post-secondary education
1
1
Language
Work History
Customer Service Representative
Farm Boy
10.2023 - Current
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions aligned with Farm Boy's mission
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Contributed to 15% increase in team efficiency by collaborating effectively with team members, fostering positive and productive work environment.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with team members to develop best practices for consistent customer service delivery
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
Quality Analyst
Deloitte Pvt Consulting Ltd- India
- 08.2023
- Spearheaded testing of Client-Server Software Requirement Specifications, resulting in 15% reduction in critical software defects
- Executed 500+ manual test cases, covering Functional, Integration, System, and Regression Testing, ensuring comprehensive test coverage
- Improved project efficiency by 20% through implementation of Agile Methodology in SDLC and STLC processes
- Conducted Accessibility testing using JAWS, NVDA & WAVE Tool, enhancing the software's usability and achieving a 98% accessibility compliance score
- Successfully created and executed 50+ test scripts, leading to 25% decrease in post-release bugs
- Collaborated with cross-functional teams, reducing defect resolution time by 30% through effective communication and quick learning.
Contact Centre Officer
Royal Bank of Scotland Business Service Pvt Ltd –India
04.2011 - 08.2019
- Managed inbound calls efficiently while multitasking between various systems and applications for optimal service delivery.
- Successfully managed and resolved 95% of client escalations, maintaining positive banking relationships.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Supported onboarding of new agents by providing mentorship and guidance on best practices for handling customer interactions.
- Listened to and responded to caller's stories and obtained needed information whether caller exhibited anger or calmness.
- Analyzed customer feedback and identified areas for improvement.
- Maintained high-quality standards for all interactions, ensuring compliance with company policies and procedures.
- Provided exceptional service to clients through timely, accurate, and professional communication.
- Reduced call handle times by streamlining processes and utilizing effective problem-solving techniques.
- Trained staff on operating procedures and company services
Education
Project Management - Management
Conestoga College
Kitchener, ON 09.2023 - 04.2024
MBA (Finance & Marketing) -
Anna University, India
India 09.2009 - 04.2011
BCOM (Accounting & Finance) -
Mumbai University, India
India 06.2006 - 09.2009
Skills
Customer Service & Assistance
Empathy and patience
Issue Resolution
Complaint Investigation
Customer Relationship Management (CRM)
Database Management
Attention to Detail
Product and service knowledge
Customer Retention Strategies
Accomplishments
- Optimized workflow, reducing process duration by 78% by using V-lookup, earning a Workout Certificate.
- A monetary award was granted for exceptional performance, contributing to a 15% increase in overall team productivity.
- Spearheaded the development of thorough test case scenarios, resulting in a 40% decrease in bug rates and recognition from Spot Ovation.
Timeline
Customer Service Representative
Farm Boy
10.2023 - Current
Project Management - Management
Conestoga College
09.2023 - 04.2024
Contact Centre Officer
Royal Bank of Scotland Business Service Pvt Ltd –India
04.2011 - 08.2019
MBA (Finance & Marketing) -
Anna University, India
09.2009 - 04.2011
BCOM (Accounting & Finance) -
Mumbai University, India
06.2006 - 09.2009
Quality Analyst
Deloitte Pvt Consulting Ltd- India
- 08.2023