KHUSHBOO SANTLANI
Saskatoon,SK
Summary
Warm, driven, and detail-oriented professional with 3+ years’ experience in customer service and dual post-graduate certifications in Marketing and Supply Chain Management. Skilled in CRM tools, SAP, and POS systems, with a proven record of boosting customer satisfaction and streamlining operations. Known for being adaptable, empathetic, and solutions-focused, I bring a thoughtful balance of heart and strategy to every role I take on.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Intouchcx
08.2024 - 02.2025
- Resolved 20-50 customer inquiries daily across multiple channels (phone, SMS, CRM), improving response time and maintaining a 98% CSAT (Customer Satisfaction Score).
- Leveraged CRM tools to strengthen customer retention and streamline issue tracking, contributing to a 15% increase in repeat engagement.
- Executed service recovery techniques and escalated unresolved issues to internal departments, reducing resolution time by 20%.
- Resolved complex customer issues by collaborating with internal teams, reducing resolution time by 20%.
- Processed returns, explained exchange policies, and handled warranty claims with 99% accuracy.
Customer Service Representative
U-Haul
06.2024 - 01.2025
- Delivered support to 40+ customers daily in-person and via phone for rentals, storage, and equipment services and storage, contributing to a 95% satisfaction rate.
- Performed accurate transaction processing and data entry using POS systems, decreasing billing errors by 15%.
- Monitored service KPIs and provided customer feedback for continuous improvement.
Customer Service Representative
Kingsway Pops
Toronto
12.2022 - 02.2024
- Handled over 80+ customer transactions daily with speed and accuracy, maintaining a 98%+ success rate in cash handling using POS systems.
- Consistently identified upsell opportunities, boosting sales and enhancing customer satisfaction through personalized recommendations.
- Maintained 99.5% cash drawer accuracy during end-of-shift reconciliations, ensuring smooth financial reporting.
- Delivered warm, attentive service in a high-traffic retail environment, helping foster a loyal customer base.
- Assisted in inventory checks and merchandising, helping maintain stock accuracy and visual appeal.
Customer Experience Associate
Dexterra
Mississauga
05.2022 - 12.2022
- Resolved 75+ inquiries daily with a 90% first-call resolution rate, using CRM platforms to track interactions and follow up.
- Applied conflict resolution strategies and personalized service to elevate customer experience and loyalty.
- Provided empathetic support to customers, ensuring a positive experience, reinforcing brand loyalty, and trust.
Education
POST-GRADUATE CERTIFICATE - SUPPLY CHAIN MANAGEMENT
Humber College
Toronto, ON09.2023
POST-GRADUATE CERTIFICATE - MARKETING MANAGEMENT
Seneca College
Toronto04.2022
Skills
- Microsoft Office proficiency
- Digital marketing strategies
- Salesforce consulting and CRM knowledge
- KPI tracking and process enhancement
- Cross-selling strategies and customer loyalty
- Project documentation and management skills
- Conflict resolution and communication skills
- Leadership abilities in teamwork settings
- SAP knowledge with POS systems management
- Time efficiency and multitasking capabilities
- Adaptability in problem-solving scenarios
- Customer service focus with upselling techniques
- Expertise in cash handling processes
- Detail-oriented approach to tasks
- Strong communication abilities across platforms
- Proficiency in CRM software systems for efficiency
- Collaborative team dynamics in projects
- Expertise in POS system operations
Internship
Administrative Assistant at MSA Global Logistics
August 2020 - August 2021
- Completed comprehensive training in import/export processes, ensuring 100% compliance with documentation and optimizing order management.
- Led client communication efforts, fostering relationships with prospective clients through targeted lead-generation strategies.
- Managed a project to streamline client contact processes, enhancing efficiency and customer satisfaction with a contactless solution.
- Developed strong organizational and multitasking abilities, contributing to the smooth operation of logistics activities.
Certification
Advanced Search Engine Optimization- LinkedIn
Digital marketing- LinkedIn
Salesforce Cloud Consultant- HubSpot
Social Media Marketing- LinkedIn
SAP- Humber College
Timeline
Customer Service Representative
Intouchcx
08.2024 - 02.2025
Customer Service Representative
U-Haul
06.2024 - 01.2025
Customer Service Representative
Kingsway Pops
12.2022 - 02.2024
Customer Experience Associate
Dexterra
05.2022 - 12.2022
POST-GRADUATE CERTIFICATE - SUPPLY CHAIN MANAGEMENT
Humber College
POST-GRADUATE CERTIFICATE - MARKETING MANAGEMENT
Seneca College
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