Kritika Sharma
Hamilton,ON
Summary
Empathetic and customer-focused Customer Service Representative with 9+ years of experience providing exceptional remote and in-person support for clients across telecom, service, and immigration sectors. Skilled at managing inbound/outbound calls, resolving inquiries, and guiding customers through account, billing, and technical processes. Adept at using CRM systems, multitasking in high-volume environments, and maintaining professionalism under pressure. Passionate about building strong relationships and delivering outstanding service experiences. Seeking to contribute to Concentric as a Remote Customer Service Representative, delivering compassionate, accurate, and efficient support.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Executive
Cogeco Connexion – Burlington
05.2023 - 08.2025
- Served as the first point of contact for clients via phone, email, and chat, providing clear, courteous assistance for service inquiries and application updates.
- Resolved account, documentation, and payment-related concerns quickly while ensuring client satisfaction.
- Guided customers through online portals and digital tools, helping them navigate forms, upload documents, and track applications.
- Managed high call and email volumes with accuracy and empathy, consistently meeting daily service-level targets.
- Recorded customer interactions in CRM systems to ensure complete and compliant documentation.
- Collaborated with internal departments to escalate complex issues, ensuring prompt resolutions, and maintaining a 90% satisfaction rate.
- Supported process improvement by identifying recurring customer challenges, and suggesting solutions to streamline operations.
Customer Service Representative (Hybrid)
Fine Sight Solution
03.2021 - 04.2023
- Delivered professional remote customer support for Roger's internet, mobile, and TV clients through inbound calls.
- Assisted customers with billing inquiries, plan upgrades, device troubleshooting, and technical issues related to connectivity and equipment.
- I walked customers through modem resets, network configurations, and online account setups, achieving first-call resolution in most cases.
- Demonstrated patience and empathy while handling frustrated customers, turning negative experiences into positive outcomes.
- Maintained call accuracy, and compliance with data privacy and confidentiality standards.
- Exceeded performance goals in average handle time (AHT), call quality, and customer satisfaction (95%+ CSAT).
- Partnered with technical support teams to ensure the timely resolution of escalated tickets and service interruptions.
Personal Response Associate
Philips Lifeline
02.2017 - 02.2021
- Handled daily customer interactions through multiple channels, resolving inquiries and complaints in a timely and professional manner.
- Processed service requests, membership renewals, and billing transactions while maintaining accuracy and efficiency.
- Assisted customers in navigating online booking systems and service options.
- Supported team initiatives to enhance customer experience and service response times.
- Trained new employees on communication, data entry, and problem-solving best practices.
- Recognized for consistent delivery of courteous, empathetic, and solution-oriented service.
Education
Bachelor of Engineering (B.Eng.) - Computer Science
Beant College of Engineering & Technology
Punjab, India01.2014
Skills
- Remote customer support expertise
- Problem resolution expertise
- Call management expertise
- CRM & Ticketing Systems (Salesforce, Zendesk, HubSpot)
- Active Listening & Empathy
- Digital Navigation & Technical Guidance
- Billing, Payments & Account Assistance
- Conflict Resolution & De-escalation
- Multitasking & Prioritization
- Communication & Professionalism
- CRM Systems: Salesforce, Zendesk, HubSpot
- Applications: MS Office Suite, Google Workspace
- Communication Tools: Zoom, Microsoft Teams, Slack
- Systems Knowledge: Internet troubleshooting, digital navigation, remote desktop use
- Equipment: Secure home office setup with high-speed wired internet
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Languages
Punjabi
Native or Bilingual
English
Full Professional
Hindi
Native or Bilingual
Certification
- Customer Service Excellence Training
- Technical Troubleshooting & Communication Workshop
- Conflict Resolution & De-escalation Techniques
Additional Information
- Flexible availability (including evenings and weekends)
- Experienced in independent remote work environments.
- Strong written and verbal communication skills
- Committed to delivering exceptional customer experiences.
- Eligible to work full-time from home in Ontario.
Timeline
Customer Service Executive
Cogeco Connexion – Burlington
05.2023 - 08.2025
Customer Service Representative (Hybrid)
Fine Sight Solution
03.2021 - 04.2023
Personal Response Associate
Philips Lifeline
02.2017 - 02.2021
Bachelor of Engineering (B.Eng.) - Computer Science
Beant College of Engineering & Technology