Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
References
Timeline
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KARISHMA RATHOD

205 Hunter St W, Hamilton,ON

Summary

Dedicated and customer-focused Technical Customer Support Representative with over 5 years of experience in call center and client-facing roles across diverse industries, including telecommunications, sales, and healthcare. Proven ability to handle complex customer inquiries, technical troubleshooting, and sensitive financial tasks with professionalism and efficiency. Adept in credit card activation, fraud investigation support, and guiding clients through account opening processes. Strong communicator with a calm demeanor, technical proficiency, and a passion for delivering top-tier customer service in high-pressure environments.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Pharmacist Assistant /Healthcare Customer Service Representative

Shoppers Drug Mart
Dundas, Ontario
10.2024 - Current
  • Acted as primary contact for customers regarding medication support and prescription refills.
  • Assisted pharmacists in managing inventory and troubleshooting prescription systems.
  • Resolved customer complaints while ensuring compliance with privacy and regulatory policies.
  • Provided high-standard service and extensive product knowledge to enhance customer experience.

Sales Customer Support Specialist

Connect6
Burlington / Hamilton, Ontario
05.2023 - 10.2024
  • Consistently achieved monthly sales targets by advising clients on telecommunications product features and services.
  • Delivered tailored solutions through comprehensive analysis of customer needs and product alignment.
  • Provided Tier 1 support, escalating unresolved technical issues to advanced support teams for resolution.

Technical Support Specialist / Call Center

Concentrix
Hamilton, Ontario
08.2019 - 05.2023
  • Provided Tier 1 and Tier 2 technical support for a major clients like Apple in a high-volume call center.
  • Collaborated with cross-functional teams to resolve complex issues efficiently.
  • Educated customers on product features and effective usage practices.
  • Assisted customers with service activations, device troubleshooting, and account security inquiries.
  • Achieved recognition for exceptional call handling and high first-call resolution rates.

Education

Associate of Science - Biotechnology

Mohawk College of Applied Arts And Technology
Hamilton, ON
06-2019

Bachelor of Science - Pharmacy

Gujarat Technology University
Gujarat, India
05-2016

Skills

  • Pharmacy software management
  • Customer relationship management
  • Credit card support
  • Banking procedures and onboarding
  • Call center operations
  • CRM systems (Salesforce, Zendesk, Avaya)
  • Conflict resolution and escalation
  • Technical troubleshooting (software and hardware)
  • Regulatory compliance (PCI-DSS, HIPAA)

Certification

  • Customer Service Excellence – Conecntrix
  • Technical Support Fundamentals – Concentrix

Accomplishments

  • Promoted to Specialist role in Concentrix within 6 months due to outstanding performance and technical knowledge.

References

References available upon request.

Timeline

Pharmacist Assistant /Healthcare Customer Service Representative

Shoppers Drug Mart
10.2024 - Current

Sales Customer Support Specialist

Connect6
05.2023 - 10.2024

Technical Support Specialist / Call Center

Concentrix
08.2019 - 05.2023

Associate of Science - Biotechnology

Mohawk College of Applied Arts And Technology

Bachelor of Science - Pharmacy

Gujarat Technology University

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KARISHMA RATHOD