Kritika Abrol
East Gwillimbury,ON
Summary
Dynamic customer service professional with a proven track record at Util-Assist, excelling in resolving billing discrepancies and enhancing customer satisfaction. Skilled in transaction processing and effective communication, I leverage technical proficiency to address complex issues, fostering strong relationships and promoting loyalty through exceptional service.
Overview
11
11
years of professional experience
Work History
Contact Centre Representative
Util-Assist
Newmarket, ON
03.2025 - Current
- Resolved discrepancies between customers' remittances and invoices received.
- Answered customer inquiries regarding billings, payments, account status.
- Managed accounts receivable functions including billing, collections, customer inquiries.
- Investigate customer complaints regarding discrepancies between actual and billed amounts of energy used.
Customer Loyalty Specialist
Nordia
Ontario, Canada
10.2022 - 03.2025
- Provided support to customers regarding issues related to their loyalty account or rewards points balance.
- Resolved customer complaints related to their experience with the loyalty program.
- Re-established customer's faith in company by providing best retention offers available.
- Promoted customer retention by using exceptional interpersonal skills.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Technical Support Engineer
Sobe Finnman
Chandigarh, India
09.2018 - 05.2022
- Configured and managed computing systems to ensure peak efficiency.
- Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.
- Analyzed system logs for potential problems or errors related to system performance or security threats.
Technical Support Executive
Sobe Finnman
Chandigarh, India
09.2014 - 09.2018
- Provided technical support to customers via phone, email and online chat.
- Developed and maintained customer relationships through effective communication and problem solving skills.
- Resolved technical queries related to product features, functionality, installation and configuration of software applications.
Education
Masters in Computer Application - Computer Science
Punjabi University Patiala
India07-2014
Bachelor in Computer Application - Computer Science
Himachal Pradesh University
India07-2011
Skills
- Customer service
- Communication skills
- Empathy
- Transaction processing
- Persuasion techniques
- Technical proficiency
- Needs assessment
- Data management
Languages
English
Professional
Hindi
Professional
Punjabi
Professional
Timeline
Contact Centre Representative
Util-Assist
03.2025 - Current
Customer Loyalty Specialist
Nordia
10.2022 - 03.2025
Technical Support Engineer
Sobe Finnman
09.2018 - 05.2022
Technical Support Executive
Sobe Finnman
09.2014 - 09.2018
Masters in Computer Application - Computer Science
Punjabi University Patiala
Bachelor in Computer Application - Computer Science
Himachal Pradesh University
Similar Profiles
Kim McGinnisKim McGinnis
Billing Coordinator at Util-Assist Inc.Billing Coordinator at Util-Assist Inc.
Swetha KSwetha K
Technical Data Analyst at Util-AssistTechnical Data Analyst at Util-Assist
Ghassen SouissiGhassen Souissi
Responsable parc automobile et atelier mécanique at loca utilResponsable parc automobile et atelier mécanique at loca util
Harshani WijesingheHarshani Wijesinghe
Volunteer at Alliston Humane SocietyVolunteer at Alliston Humane Society
Jade WalkerJade Walker
Volunteer at Waterstone Estates and FarmsVolunteer at Waterstone Estates and Farms