Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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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

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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

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Kalpana Aravindh