KANCHITA GULERIA
Markham,ON
Summary
Adept Customer Service Representative with a proven track record at Sitel, enhancing customer loyalty through exceptional problem-solving and active listening skills. Expert in leveraging computer proficiency and product knowledge to reduce return rates by 10%, ensuring high customer satisfaction. Demonstrates critical thinking and multitasking, excelling in high-pressure environments.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
1
1
year of professional experience
Work History
Customer Service Representative
Sitel
01.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed customer inquiries and complaints via phone, email, and live chat.
- Collaborated with the sales team to identify and resolve product-related issues, reducing return rates by 10%.
- Answered constant flow of customer calls with minimal wait times.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Education
Bachelors - Computer Applications Development
Chitkara University
India08.2015
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Multitasking and Time Management
- Data Entry
- Computer Proficiency
- Microsoft Excel
- Payment Processing
- Customer satisfaction measurement
- Scheduling
- Call Management
- Follow-up skills
- Product Knowledge
- Appointment Scheduling
- Order Processing
- Quality Control
- Live chat support
Languages
English
Full Professional
Timeline
Customer Service Representative
Sitel
01.2023 - Current
Bachelors - Computer Applications Development
Chitkara University
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