Kanchan Sharma
Milton
Summary
Experienced professional with 10+ years of expertise in customer service, retail, and hospitality industries. Demonstrated ability to quickly learn and assess problems, taking prompt corrective action. Self-motivated individual excelling both independently and as a team player. Skilled in training, coaching, and mentoring new staff members. Committed to continuously improving work efficiency and ensuring customer satisfaction. Consistently recognized for outstanding performance. Proficient in handling client inquiries and efficiently resolving issues. Utilizes strong communication and problem-solving skills to cultivate positive client relationships. Proven track record of delivering high levels of client satisfaction while adapting to dynamic environments.
Overview
22
22
years of professional experience
Work History
Client Care Representative
Equitable Life of Canada
05.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Participated in training programs to enhance product knowledge and customer service skills.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Processed insurance policy cancellations and renewals quickly to meet call time targets.
- Conducted comprehensive policy reviews for clients, identifying gaps in coverage and recommending appropriate solutions.
- Assisted colleagues in resolving complex cases by sharing knowledge of policies and best practices when needed.
RETAIL SPOT SPECIALIST
Western Canada Lottery Corporation
06.2019 - Current
- Company Overview: (WCLC) is a non-profit organization authorized to manage, conduct and operate lottery and gaming-related activities for its members, including the governments of Alberta, Saskatchewan and Manitoba
- The Yukon Territory, Northwest Territories and Nunavut participate as associate members
- Providing excellent customer service and best solutions to lottery retailers over phone in a contact center environment
- Managing/logging cases with the 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 a timely manner
- Incident management and updating database with new information quickly and efficiently
- Maintaining operational efficiency by following proper office procedures
- Currently Remote from Milton, ON
SALES LEAD/ KEY HOLDER
Gymboree Clothing Inc
07.2018 - 01.2019
- Responsible for the opening and closing procedures in the store, providing leadership in the absence of the store management, making bank deposits, providing excellent customer service, driving sales, accepting returns and exchanges, processing new products and replenishing the sales floor for adequate merchandise
CUSTOMER SERVICE SPECIALIST
Wal-Mart Canada
12.2007 - 07.2016
- Wal-Mart customer service representatives are responsible for ensuring guest satisfaction during all aspects of their shopping experience
- Handling guest complaints, returning merchandise to shelves, accepting returns and exchanges, processing refunds and maintaining a balanced cash drawer
- Received4-star cashier award for punctuality, efficiency, cash drops & customer service
CUSTOMER SERVICE REPRESENTATIVE
Epicenter Contact Centre
06.2006 - 12.2006
- Company 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 with750 employees
- 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
- Always ensuring customer satisfaction
FOOD AND BEVERAGE EXECUTIVE
The Westin Mumbai Powai Lake
05.2004 - 06.2006
FOOD AND BEVERAGE SUPERVISOR
Hilton Mumbai International Airport
04.2003 - 05.2004
Education
Bachelor’s Degree - Hotel Management, Catering Science and Applied Nutrition
National Institute of Hotel Management
01.2003
Higher Secondary School Certificate - Science
Carmel Convent High School
01.2000
Skills
- Excellent Customer Service
- Multitasking
- Attention to Detail
- Good Team Player
- Quick Learner
- Problem solving
- Organizational skills
- Consistent performance
- Strong Work Ethic
- Time Management
- Clear Communication skills
- Dependability
- Punctuality
- Experience in handling15 direct team members
- Retail and Technical Support
- Coaching and Mentoring Skills
- Typing speed –30 to40 wpm
- Office Support
- Escalation Handling
- Phone, Email and Chat Support
- Microsoft Office
- Outlook, Outlook Express
- MS Excel, PowerPoint, Word
- Microsoft Teams
- Service Now
- Avaya phone system
- Icebar contact center tool
- Claims processing
Languages
Language Proficiency: English, Hindi & Marathi
English
Full Professional
Timeline
Client Care Representative
Equitable Life of Canada
05.2023 - Current
RETAIL SPOT SPECIALIST
Western Canada Lottery Corporation
06.2019 - Current
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
06.2006 - 12.2006
FOOD AND BEVERAGE EXECUTIVE
The Westin Mumbai Powai Lake
05.2004 - 06.2006
FOOD AND BEVERAGE SUPERVISOR
Hilton Mumbai International Airport
04.2003 - 05.2004
Higher Secondary School Certificate - Science
Carmel Convent High School
Bachelor’s Degree - Hotel Management, Catering Science and Applied Nutrition
National Institute of Hotel Management
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