Summary
Overview
Work History
Education
Skills
Timeline
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KHEVANA TRIVEDI

Client Advisor
Calgary,AB

Summary

Customer Service Specialist with over 9 years of experience delivering high-quality support in retail and financial sectors. Proven ability to resolve billing and service inquiries through inbound call handling, empathetic communication, and CRM systems. Adept at multitasking, problem-solving, and creating memorable customer experiences. Seeking a role where I can contribute my expertise in customer satisfaction, issue resolution, and team collaboration.

Overview

9
9
years of professional experience
2
2
Languages

Work History

Client Advisor

Armani Exchange
Calgary, AB
09.2025 - Current
  • Exceeded sales targets consistently by 10%, contributing significantly to the overall success of the team.
  • Demonstrated adaptability by quickly learning new systems, and products as necessary for the job.
  • Strengthened client relationships through effective communication and proactive approach.
  • Understood customer needs through active listening to make useful suggestions for their purchases.
  • Identified opportunities for up-selling and cross-selling to drive sales.

Customer Service Representative

Michaels Canada
Toronto, ON
10.2023 - 03.2025
  • Handled customer inquiries via phone and in person, resolving billing and product-related issues.
  • Decreased checkout wait times by 25% through proactive customer redirection to self-checkouts.
  • Enrolled over 50 customers in loyalty programs in a single month, exceeding team benchmarks.
  • Consistently exceeded CSAT targets by 5% through empathetic issue resolution.
  • Provided frontline support through inbound calls and emails for product and service transactions.

Customer Service Manager

HDFC Bank
Ahmedabad, Gujarat, India
07.2019 - 07.2023
  • Supervised and coached service representatives, boosting team performance by 30%.
  • Resolved escalated customer issues to their satisfaction, which promoted brand loyalty.
  • Conducted performance evaluations and supported new-hire training programs.
  • Ensured regulatory compliance through audit preparation and documentation.
  • Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.

Customer Service Representative

HDFC Bank
Ahmedabad, Gujarat, India
07.2016 - 06.2019
  • Communicated with over 50 clients daily via inbound calls and emails, providing timely resolutions.
  • Reduced Average Handle Time (AHT) by 35% through improved call-handling techniques.
  • Maintained accurate customer records and transaction logs using internal systems.
  • Provided product recommendations based on customer needs and inquiries.
  • Handled various inquiries related to, but not limited to, payments, sale or activation of new products and services, promotional and exclusive offers, and account cancellations.

Education

Bachelor of Science - Civil Engineering

Gujarat Technological University
Gujarat, India
05.2016

Skills

Inbound Call Handling

Billing & Payments Support

Customer Relationship Management (CRM)

Active Listening & Empathy

Emotional Intelligence

Troubleshooting & Issue Resolution

Product Knowledge & Upselling

Microsoft Office Suite

Multi-channel Support (Phone, Email, Chat)

Documentation & Compliance

Time Management & Adaptability

Timeline

Client Advisor

Armani Exchange
09.2025 - Current

Customer Service Representative

Michaels Canada
10.2023 - 03.2025

Customer Service Manager

HDFC Bank
07.2019 - 07.2023

Customer Service Representative

HDFC Bank
07.2016 - 06.2019

Bachelor of Science - Civil Engineering

Gujarat Technological University

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