Kritika Arora
Surrey,BC
Summary
- Motivated individual with blend of experience in customer service sales and project management. Skilled in building customer relationships and understanding customer needs.
- Strong at communication and interpersonal skills for providing exceptional customer service. Organized and dependable candidate successful at managing multiple priorities with a positive attitude.
- Proven track record of building customer relationships and successfully closing sales. Committed to delivering exceptional customer service and exceeding sales goals. Ability to handle multiple projects simultaneously with a high degree of accuracy.
- To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Results-oriented sales worker engages with customers to help establish rapport.
Overview
15
15
years of professional experience
Work History
Specialist, Customer service Representative
RXO (previously XPO LOGISTICS)
Burnaby, BC
05.2019 - Current
- I started my journey in the Logistics industry and serviced customer’s needs by documenting load information in the FO
- Implemented new processes in the team for efficient and smooth service to the customer
- Set up fastest ways to bridge the gap relationships between the customers and carriers
- Ensured high levels of service by communicating thoroughly to both the parties
- Helped with servicing new business at all points of time.
- Developed strong client relationships through consistent communication and attentive service.
- Followed all company policies and procedures to deliver quality work.
- Mentored junior team members, fostering professional growth through guidance on best practices in the industry.
Inside Sales Representative
Canada Computers
Vancouver, BC
04.2018 - 05.2019
- Here I built a book of business for a newly emerging company in BC, from setting up customer contracts, onboarding customers, analyzing their needs for their business and how our company could fulfill them and ensure profit in their business
- It was sales and customer relationship at the same time
- I was able to contribute to add 100 or more customers to the business.
- Answered customers' questions regarding products, prices, and availability.
- Increased sales revenue by building strong relationships with clients and providing insightful product recommendations.
- Enhanced customer satisfaction through attentive service, addressing concerns promptly, and offering tailored solutions.
Communications Agent
Four Seasons Hotels and Resorts Whistler
Whistler, BC
08.2017 - 04.2018
- Answered the questions / concerns of the customers about the hotel over the phone and did additional tasks like print cards, arrange stock, print reports et via email and phone
- Serviced highly busy business environment thrivingly with proven results
- Additionally, I trained new people for the same role and have worked on different projects assigned by different teams.
Assistant Project Lead
Cvent India Pvt Ltd.
Gurgaon, Delhi
05.2012 - 05.2017
- I joined Cvent as a Product Consultant for Cvent event management software, and within a year I was offered to mentor and train the new employees
- After 2 years, I was promoted to a Senior Product Consultant
- After the next 18 months, I was promoted as a Project lead
- In that role, we organized meetings to connect with the customer and worked with the clients to gauge their requirements out of the software and onsite and worked on their project to give top-notch satisfaction by communicating their project plans clearly
- I was also awarded for critical client management in this role
- Worked on project management tool- Cvent in this profile.
Client Technical Support Associate
Dell International Services India Pvt Ltd.
Gurgaon, Delhi
08.2011 - 07.2012
- I joined Dell as a technical support and helped clients and customers with software and hardware computer-related issues
- From helping them change the batteries in the laptop to remove viruses, fixing browsers to installing new OS in the system
- After analyzing the issues we sold a software warranty underneath which performed troubleshooting to maintain an efficient computer
- Additionally, we build healthy relationships with the customers for the warranty we sold
- I was one of the strongest contributors to the sales of the software package offered by Dell
- I worked on CRM in this role.
Technical Support Officer
HCL Technologies Ltd.
Noida, Delhi
12.2010 - 07.2011
- It was a short yet interesting journey and I learnt more about internet connections for British Telecommunication
- We helped customers to troubleshoot their internet connectivity issues.
Customer Service Representative
IBM Daksh
Gurgaon, Delhi
12.2009 - 12.2010
- This was a BPO for a renowned telephone network company in India
- This was an escalation department for customers and we were called Nodal and Appellate officers
- We answered any escalations, issues, concerns of business customers via emails/phones and helped them to retain their business with the company.
Education
Bachelor of Commerce -
University of Delhi
Skills
- Client communications
- Mentoring
- Project Management
- Effective project management
- Task Delegation
- Organization skills
- Leadership skills
- Multi-tasking skills
- Project Scheduling
- Client Relations
- Creative Thinking
- Detail Oriented
- Relationship Building
- Phone and Email Etiquette
- Customer Relationship Management
- Documentation And Reporting
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Goal-Oriented
- Sales expertise
- Strategic Thinking
- Customer Relations
- Training and mentoring
- Collaborative mindset
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Punjabi
Native or Bilingual
Timeline
Specialist, Customer service Representative
RXO (previously XPO LOGISTICS)
05.2019 - Current
Inside Sales Representative
Canada Computers
04.2018 - 05.2019
Communications Agent
Four Seasons Hotels and Resorts Whistler
08.2017 - 04.2018
Assistant Project Lead
Cvent India Pvt Ltd.
05.2012 - 05.2017
Client Technical Support Associate
Dell International Services India Pvt Ltd.
08.2011 - 07.2012
Technical Support Officer
HCL Technologies Ltd.
12.2010 - 07.2011
Customer Service Representative
IBM Daksh
12.2009 - 12.2010
Bachelor of Commerce -
University of Delhi