Keerti Sharma
Mississauga
Summary
Easily collaborate with team and managers to accomplish milestones, deadline oriented. Ensuring solving problem areas and making sure client/customers’ requirements are met. Typically involved working in different departments simultaneously. A committed team player, self-motivated with the ability to communicate at all levels.
Overview
11
11
years of professional experience
Work History
Customer Care Representative
Randstad
01.2024 - Current
- Attention to detail and following scripts policies and procedures
- Consistently reviewing stats and calls to learn, grow, and perform at my best
- Strong verbal & written communication skills
- Active listening skills to determine customer needs and best solution
- Ability to be patient and friendly with all types of customers
- Flexibility and adaptability to work in a fast-paced environment
- Familiarity with computer and telephone etiquette
- Ability to troubleshoot issues and provide clear and concise directions to callers
Team Lead
Randstad
08.2022 - 12.2023
- Address behavioral issues in timely manner that includes to monitor and track attendance, CCR’s participation throughout the shift, any distractions in virtual environment (such as TV, music, speaking with family members) and chat & phone etiquette
- Monitoring performance issues and identify if CCR is struggling with tool usage/domain knowledge, initiate conversations and meet with BI to calibrate on learner performance, partner with BI to deliver learning plan promptly and review learner status report at the end of the training
- CCR support, coaching & feedback focusing on tool usage, quality, customer service skills and domain knowledge
- Utilize chat, email or 1:1 call with CCR and sending tips and suggestions to new hires via email pertaining listening skills, confidence building, tool usage etc
- Participate in client specific training as a learner to gain an understanding of client nuances and develop subject matter expertise
- Assist with technology setups/issues such as direct CCR’s to call IT to report any issues taking longer than 10 mins to resolve, follow up with CCR if issue was resolved or not, follow up escalation process if issue is not resolved, report and monitor any access or system issues
Customer care Representative
Randstad
11.2021 - 08.2022
- Attention to detail and following scripts policies and procedures
- Consistently reviewing stats and calls to learn, grow, and perform at my best
- Strong verbal & written communication skills
- Active listening skills to determine customer needs and best solution
- Ability to be patient and friendly with all types of customers
- Flexibility and adaptability to work in a fast-paced environment
- Familiarity with computer and telephone etiquette
- Ability to troubleshoot issues and provide clear and concise directions to callers
Customer Service Manager
Walmart Canada
01.2018 - 10.2021
- Answered customer queries in person, via E-mail and over the phone
- Developing communication relating to front end & related activities
- Promoting Walmart MasterCard by dictating the benefits of card to customers
- Driving awareness for the Customer Service and guaranteed customer satisfaction
- Handled cash for all the cash registers at the end of the business day
- Managed all the cashiers for their breaks and cash register rotation as per the required line ups of customers.
Customer Service Associate
Cash R Us Canada
01.2016 - 04.2017
- Sorting and accurately answering vendors and clients FAQs in person, via E-mail and over the phone
- Develop and execute an end-to-end collection strategy to collect funds issued to clients as loan and drive proper rotation of company funds
- Employee training and management of their shift rotation and controlling proper working of the office
- Dealing with Company Vendors and authorizing payments
- Updated company records - Invoices, Bank statements, pending invoices, employee records etc
- Achievements
- Very often achieved the collection targets.
Customer Service Manager
Walmart Canada
11.2013 - 06.2015
- Developing communication relating to front end & related activities
- Promoting Walmart MasterCard by dictating the benefits of card to customers
- Driving awareness for the Customer Service and guaranteed customer satisfaction
- Handled cash for all the cash registers at the end of the business day
- Managed all the cashiers for their breaks and cash register rotation as per the required line ups of customers.
Customer Service Representative
Sayal Electronics
05.2013 - 03.2014
- Answered customer queries in person, via E-mail and over the phone
- Received inventory in the system for the store
- Performed inventory count every month to maintain the updated records for the store
- Arranged shelfs by filling up the stocks in the Aisle
- Cashed out customers in case of line ups
- Trained newly hired staff as per the need of the business
- Helped customers on floor to find their products easily and appropriately.
Education
Master of Science - Computer Science
Dav Girls College
07.2009
Bachelor of Science - Commerce And Business Administration
Guru Nanak Girls College
06.2007
Skills
- MS-Excel, MS-Word, MS-PowerPoint
- Time management
- Tech Savy
- Problem solving skills
- Patience & Attentiveness
Languages
English
Full Professional
Hindi
Native or Bilingual
Timeline
Customer Care Representative
Randstad
01.2024 - Current
Team Lead
Randstad
08.2022 - 12.2023
Customer care Representative
Randstad
11.2021 - 08.2022
Customer Service Manager
Walmart Canada
01.2018 - 10.2021
Customer Service Associate
Cash R Us Canada
01.2016 - 04.2017
Customer Service Manager
Walmart Canada
11.2013 - 06.2015
Customer Service Representative
Sayal Electronics
05.2013 - 03.2014
Master of Science - Computer Science
Dav Girls College
Bachelor of Science - Commerce And Business Administration
Guru Nanak Girls College
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