Kishen Gosai
Etobicoke,Canada
Summary
As a dedicated Customer Service Representative with around 4 years of hands-on experience and another 3 years in education sector, I have honed my skills in providing exceptional support and creating positive customer experiences. My career has been driven by a passion for helping others and a commitment to excellence in every interaction. Key Highlights:
· Proven Track Record: Successfully resolved customer inquiries, complaints, and issues with a 95% satisfaction rate.
· Strong Communication Skills: Adept at conveying information clearly and empathetically, ensuring customers feel valued and heard.
- Technical Proficiency: Experienced in using CRM software, Sales force and other customer service tools to manage and track interactions efficiently.
- Problem-Solving Abilities: Skilled in identifying issues, proposing solutions, and implementing strategies to prevent future problems.
- Team Collaboration: Worked closely with cross-functional teams to improve service delivery.
Overview
8
8
years of professional experience
1
1
Certification
Work History
IELTS invigilator
ILSC education group
12.2023 - Current
- Administering and invigilating IELTS, CELPIP and CFA examinations
- Setting up test rooms and equipment before checking in test takers
- Assist the center supervisor with registration and scanning of the candidates
- Lifting and pushing/pulling bins that weigh up to 30 lbs.
- Collaborated with fellow invigilators to maintain a high standard of professionalism throughout the examination process.
- Streamlined the administration of exams by efficiently organizing testing materials and maintaining detailed records.
- Supported student wellbeing during exams by addressing concerns and providing appropriate guidance as needed.
- Improved exam security by implementing strict invigilation procedures and monitoring student behavior.
- Managed time effectively during exams, enabling students to complete their tests without interruption or stress.
- Provided clear instructions for exam procedures, streamlining the process and reducing student anxiety before tests.
General labour
E.C.Flex
12.2023 - 01.2024
- Load the wheelweights in racks and then send them to be pre-heated in a furnace and then painted
- Unload the painted wheelweights
- Keep superior quality and the inferior ones in separate boxes
- Send the quality ones for packaging and inferior ones for repainting
- Lifting and pushing/pulling bins that weigh up to 50 lbs.
- Led process improvement initiatives that resulted in greater operational efficiency across the general unit.
- Supported general business operations by providing various administrative support activities as generalist.
- Promoted a clean workspace through proactive litter removal and general upkeep of the yard area.
- Recorded and reported unusual and irregular conditions to general manager.
Customer support executive
Effective Teleservices Pvt. Ltd
11.2019 - 10.2023
- Coordinate with customers for taking the feedback on customer's service experience
- Training the new employees for enhancing the quality of customer services
- Responsible for handling data entry and invoicing of hotel reservations
- Identify customer's complaints and take prompt actions regarding the same
- Cold calling accounting department of client when required.
- Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints.
- Listened to customers' questions and concerns to provide answers or responses.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Managed high-stress situations effectively while maintaining a calm demeanor and providing empathetic support to customers facing challenges or frustration.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference.
- Mentored junior team members to enhance their skills and improve overall team performance.
- Reduced average call handling time, allowing team to assist more customers per day.
- Met customer call guidelines for service levels, handle time and productivity.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Faculty
Dark Horse Academy
06.2018 - 11.2019
- Taught and covered curriculum as designed and outlined by the institute by adhering to the rules and regulations
- Subjects taught included Quantitative aptitude and Reasoning
- Monitored and observed attendance, progress and assessments
- Conducted seminars in colleges to spread awareness about the importance of government exams
- Enthusiastically counseled the students and their parents about the preparation of government exams.
- Developed and maintained strong relationships with parents, ensuring open communication regarding student progress and needs.
- Mentored new teachers in instructional techniques and classroom management strategies, improving overall faculty teaching effectiveness.
- Continually refined personal teaching style through participation in conferences, seminars, and ongoing professional development opportunities.
- Participated in curriculum development initiatives, ensuring course content remained up-to-date and relevant to industry standards.
- Incorporated multimedia resources into lesson plans, enhancing students'' visual and auditory comprehension of material.
- Assessed student performance through regular evaluations, providing constructive feedback for continuous improvement.
- Encouraged class discussions by building discussions into lessons, actively soliciting input, asking open-ended questions and using techniques to track student participation.
- Used different learning modes and types of technology to engage students in achieving learning outcomes.
- Maintained regular office hours to provide struggling students with additional course help.
- Worked with staff members and teachers to design comprehensive and individualized plans to optimize student education.
- Created lessons and online testing materials to facilitate remote learning.
- Scheduled conferences with parents to discuss students' progress and classroom behavior.
- Developed and implemented classroom routines to address varying student needs.
Faculty
Basant Education
04.2017 - 05.2018
- Taught and covered curriculum as designed and outlined by the institute by adhering to the rules and regulations
- Subjects taught included Quantitative aptitude and Reasoning
- Monitored and observed attendance, progress and assessments
- Conducted seminars in colleges to spread awareness about the importance of government exams
- Enthusiastically counseled the students and their parents about the preparation of government exams.
Education
Diploma in Business Analytics - Business Analysis
Seneca College, Ontario, Canada
Markham, ON08.2024
Master of Commerce - Accounting And Taxation
Sardar Patel University, Gujarat, India
Gujarat, India04.2017
Bachelor of Commerce - Accounting And Auditing
Sardar Patel University, Gujarat, India
Gujarat, India04.2015
Skills
- Strong Communication Skills
- Patience and Empathy
- Integrity and Honesty
- Reliable and punctual
- Calm Under Pressure
- Effective Time Management
- Decision-making capabilities
- Adaptable to change
- Excellent attention to detail
- Ethical behavior
- Proactive Approach
- Analytical mindset
- Respect for confidentiality
- Punctuality
- Teamwork and Collaboration
- Leadership and Inspiration
- Customer Service
- Problem-Solving
- Multitasking Abilities
- Adaptability and Flexibility
- Interpersonal Skills
- Conflict Resolution
- Public Speaking
- Staff Training
- Continuous Improvement
- Educational assistance
- Child Development
- Data Analysis
- Professional Demeanor
- Educational Support
- Quality Control
- Customer Inquiry Management (CIM)
- Relationship Building
- Customer Retention Strategies
- Microsoft Office
- Customer Relationship Management (CRM)
- Call Documentation
- Computer Skills
- Inbound Call Management
- Billing Adjustments and Refunds
- CRM Software
- Data Entry
- Quality Assurance Controls
- Call Center Operations
- Regulatory Compliance
- De-Escalation Techniques
- International sales support
- Employee Coaching
- Salesforce CRM
Profilesummary
As a dedicated Customer Service Representative with around 4 years of hands-on experience and another 3 years in education sector, I have honed my skills in providing exceptional support and creating positive customer experiences. My career has been driven by a passion for helping others and a commitment to excellence in every interaction., Proven Track Record: Successfully resolved customer inquiries, complaints, and issues with a 95% satisfaction rate., Strong Communication Skills: Adept at conveying information clearly and empathetically, ensuring customers feel valued and heard., Technical Proficiency: Experienced in using CRM software, Sales force and other customer service tools to manage and track interactions efficiently., Problem-Solving Abilities: Skilled in identifying issues, proposing solutions, and implementing strategies to prevent future problems., Team Collaboration: Worked closely with cross-functional teams to improve service delivery.
Availability
AVAILABLE FOR ANY SHIFT ANY DAY/NIGHT
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Gujarati
Native or Bilingual
Swahili
Limited Working
Certification
- Certified IELTS Invigilator by British Council
- Child Protection Awareness by British Council
- First aid and CPR/AED Level C
- Certified SAS analyst - Linkedin
Timeline
IELTS invigilator
ILSC education group
12.2023 - Current
General labour
E.C.Flex
12.2023 - 01.2024
Customer support executive
Effective Teleservices Pvt. Ltd
11.2019 - 10.2023
Faculty
Dark Horse Academy
06.2018 - 11.2019
Faculty
Basant Education
04.2017 - 05.2018
Diploma in Business Analytics - Business Analysis
Seneca College, Ontario, Canada
Master of Commerce - Accounting And Taxation
Sardar Patel University, Gujarat, India
Bachelor of Commerce - Accounting And Auditing
Sardar Patel University, Gujarat, India