Retail Spot Specialist
Western Canada Lottery Corporation, Western Canada Lottery Corporation
07.2019 - Current
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
07.2019 - Current
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
07.2018 - 01.2019
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
12.2007 - 07.2016
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
07.2006 - 09.2006
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
01.2004 - 07.2006
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
01.2003 - 10.2004
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
07.2018 - 01.2019
Customer Service Specialist
Wal-Mart Canada
12.2007 - 07.2016
Customer Service Representative
Epicenter Contact Centre
07.2006 - 09.2006
Food and Beverage Executive
Renaissance Hotel And Convention Centre
01.2004 - 07.2006
Food and Beverage Supervisor
Le Royal Meridian Hotel
01.2003 - 10.2004
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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