Kevanshi Soni
Toronto,ON
Summary
Hard-working, well-trained customer service representative dedicated to providing quality care for ultimate customer satisfaction. Proven ability to establish and maintain excellent communication and relationships with clients. Skilled at providing exceptional technical support, identifying customer needs, troubleshooting complex issues, and delivering effective customer experiences. Talented communicator with strong conflict resolution, data entry, and mentoring skills. Adept in general accounting and finance transactions. Dedicated to enhancing the customer experience with excellent time management. Seeking to leverage extensive experience and expertise to continue creating impactful solutions in a dynamic and challenging consulting role.
Overview
10
10
years of professional experience
Work History
Cashier Supervisor
RONA
07.2020 - Current
- Handled large volume of calls, managed customer queries, maintained product knowledge, developed sales tactics, and collaborated with teams to enhance customer experience.
- Quickly and accurately counted drawers at start and end of each shift.
- Built positive relationships with customers to increase repeat business.
- Maintained a safe working environment, ensuring that all employees adhered to company policies and regulations at all times.
- Trained and coached cashier team members on checkout procedures and strategies to maximize customer satisfaction.
- Observed associate flow and identified areas for mentoring and retraining, as well as highlighted associates exceeding expectations.
- Resolved customer issues for front-line and departments throughout store by employing strong operations knowledge and problem-solving abilities.
- Maintained a high level of professionalism in all interactions, setting a positive example for the cashier team and cultivating an environment of respect and trust.
Technical support assistant
Vodafone
01.2015 - 11.2017
- Handled customer interactions, troubleshot issues, managed multiple customers, trained new employees, and provided detailed service to ensure customer satisfaction.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Navigated multiple systems simultaneously during customer interactions, ensuring accurate information was provided at all times.
- Maintained high levels of customer satisfaction through regular follow-ups and proactive communication.
- Handled high volumes of incoming calls professionally while maintaining a calm demeanor under pressure.
- Implemented feedback from customers to improve internal knowledge base articles and FAQs.
- Coordinated with sales representatives regarding potential upgrades or replacements for dissatisfied customers when necessary.
- Provided remote assistance using screen-sharing tools, facilitating faster resolutions without requiring onsite visits.
- Increased first-call resolution rates with thorough knowledge of product specifications and common issues.
- Utilized strong problem-solving skills to troubleshoot hardware, software, and network connectivity issues effectively.
- Managed escalated cases effectively, collaborating with senior technicians to resolve complex problems quickly.
Education
Masters In Computer Applications - Software Engineering
Gujarat University
Gujarat,India 06.2019
Bachelor Of Computer Applications - Software Engineering
Gujarat University
Gujarat,India 06.2014
Skills
- Data analysis
- Project management
- Market research
- Active listener
- Quick learner
- Troubleshooting
- Good communication
- Relationship-building
- Time management
- Multitasking
- Detail oriented
- Analytical thinking
Languages
English
Full Professional
Gujarati
Full Professional
Hindi
Full Professional
Educationcertifications
- Masters in Computer Application, Gujarat University, 07/01/17, 06/30/19, Gujarat, India
- Bachelors in Computer Application, Gujarat University, 06/01/11, 06/30/14, Gujarat, India
Timeline
Cashier Supervisor
RONA
07.2020 - Current
Technical support assistant
Vodafone
01.2015 - 11.2017
Masters In Computer Applications - Software Engineering
Gujarat University
Bachelor Of Computer Applications - Software Engineering
Gujarat University
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