Retail Spot Specialist
Western Canada Lottery Corporation, Western Canada Lottery Corporation
2019.07 - Current (5 years & 2 months)
Hi, I’m
KANCHAN SHARMA
Customer Service Specialist
Milton,ON
Summary
Knowledgeable professional with more than 10 years of experience in Customer Service, Retail and Hospitality industries with a proven ability to learn quickly, assess problems & initiate corrective action. A self-starter who can work independently or as part of a team. Experience in effectively training, coaching and mentoring new staff. Striving to continually improve work efficiency and customer satisfaction. Regularly received outstanding feedback on performance. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Work History
Western Canada Lottery Corporation, Western Canada Lottery Corporation
Retail Spot Specialist
2019.07 - Current (5 years & 2 months)
Job overview
- Managed multi province customer Service for inbound calls in regards to Lottery Retail operation's & to manage, conduct and operate lottery and gaming-related activities for its members, including the governments of Alberta, Saskatchewan and Manitoba
- Managing/logging cases with use of different software (Service Now, AEGIS, Icebar, BIS)
- Isolating network and lottery terminal problems and initiate corrective action with telecommunication and hardware maintenance suppliers
- Escalating service delays to supplier service management
- Providing technical and administrative support including incident report generation
- Responding to all inquiries and requests in timely manner
- Incident management and updating database with new information quickly and efficiently
- Maintaining operational efficiency by following proper office procedures
- Providing excellent customer service and best solutions to retailers over phone in call center environment.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Manage over 50 customer calls per day. ( inbound & outbound ).
Gymboree Clothing Inc
Sales Lead/ Key holder
2018.07 - 2019.01 (6 months)
Job overview
- Sales leads at Gymboree are responsible for opening and closing procedures in store, providing leadership in absence of store management.
- Making bank deposits, providing excellent customer service, driving sales, accepting returns and exchanges, processing new products and replenishing sales floor for adequate product.
- Processed and stocked merchandise in accordance with store standards.
- Developed and maintained knowledge of current sales and promotions.
Wal-Mart Canada
Customer Service Specialist
2007.12 - 2016.07 (8 years & 7 months)
Job overview
- Wal-Mart customer service representatives are responsible for ensuring guest satisfaction during all aspects of their shopping experience
- Also handling guest complaints and compliments, returning merchandise to shelves, accepting returns and exchanges, refunding money and maintaining a balanced cash drawer
- Offered advice and assistance to customers, paying attention to special needs or wants.
Epicenter Contact Centre
Customer Service Representative
2006.07 - 2006.09 (2 months)
Job overview
- Epicenter, one of India's Leading Customer Contact Centre’s providing Voice and Non-Voice Services in the areas of Collections, Sales and Customer Service with 750 seat capacity
- Main Job Tasks
- Answering calls promptly and professionally
- Researching required information using available resources
- Handling and resolving customer complaints
- Providing customers with product and service information
- Processing orders, forms and applications
- Identifying and escalating priority issues
- Following up on customer calls where necessary
- Completing call logs
- Ensuring customer satisfaction at all times.
Renaissance Hotel And Convention Centre
Food and Beverage Executive
2004.01 - 2006.07 (2 years & 6 months)
Job overview
- Developed unique events and special promotions to drive sales.
- Monitored and adjusted pricing, discounts and promotions to maximize profitability.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Implemented effective inventory control systems to reduce food spoilage and waste.
Le Royal Meridian Hotel
Food and Beverage Supervisor
2003.01 - 2004.10 (1 year & 9 months)
Job overview
- Planned routine upkeep of kitchen equipment and facilities for safe and efficient operations.
Education
National Institute of Hotel Management , Goa , India
Degree from Hotel Management, Catering Science and Applied Nutrition
2003
Carmel Convent High School , Goa, India
Higher Secondary School Certificate from Science
2000
Skills
SKILLS
Customer Service
Time Management
Communication
Adaptability
Strong work ethic
Coaching and Mentoring
Typing speed – 40 to 50 wpm
Office Support
Escalation Handling
Phone, Email and Chat Support
Accomplishments
Professional Achievements
- Received Certificate of Appreciation for Customer Service -WCLC 2020
- Received 4-star cashier award for punctuality, efficiency, cash drops & customer service. - Walmart 2009 & 2012
- Employee of month - Renaissance Hotel- 2006
SUMMARY OF EXPERIENCE
SUMMARY OF EXPERIENCE
- Experience in Customer Service in the Contact Centre, Retail & Hospitality Markets.
- Good knowledge of CRM and Sales Automation web-based systems like Point of Sales Tools, Micros and Service Now.
- Excellent understanding of systems and processes of Retail, Hospitality and Lottery Industries.
- Good communication skills to provide Exemplary Customer Service.
- Experience in handling 15 direct team members.
WORKING KNOWLEDGE
Microsoft Office-MS Excel, PowerPoint, Word
Outlook
Microsoft Teams
Service Now- Customer service management system
Avaya phone system
ICEBAR contact center tool - phone system
AEGIS - CRM Integration
BIS - Business information system
Language Proficiency
English, Hindi & Marathi
Timeline
Sales Lead/ Key holder
Gymboree Clothing Inc
2018.07 - 2019.01 (6 months)
Customer Service Specialist
Wal-Mart Canada
2007.12 - 2016.07 (8 years & 7 months)
Customer Service Representative
Epicenter Contact Centre
2006.07 - 2006.09 (2 months)
Food and Beverage Executive
Renaissance Hotel And Convention Centre
2004.01 - 2006.07 (2 years & 6 months)
Food and Beverage Supervisor
Le Royal Meridian Hotel
2003.01 - 2004.10 (1 year & 9 months)
National Institute of Hotel Management
Degree from Hotel Management, Catering Science and Applied Nutrition
Carmel Convent High School
Higher Secondary School Certificate from Science
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