Madhura Vaidya
Mississauga,ON
Summary
Experienced Customer Service Representative with 3+ years of experience working in busy, fast-paced call center. Committed to providing prompt, detailed and accurate service to large volume of incoming calls. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.
Overview
4
4
years of professional experience
Work History
Customer Service Specialist
Viva Consultants
04.2020 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Resolved customer complaints and addressed emergency requests and needs.
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Answered over 25 calls per shift to meet fast-paced call center demands.
- Resolved concerns with products or services to help with retention and drive sales.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Detailed payment options and explained price, receipt and billing details to customers.
- Addressed customer account discrepancies and concerns.
- Maintained and managed customer files and databases.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Educated customers on company systems, form completion, and access to services.
- Approved and terminated customer contracts upon request.
- Improved daily operations, vendor relationships, contractor communication and employee remote access by streamlining processes.
- Recommended products to customers and suggested other options if preferred product was unavailable.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Documented and detailed calls and complaints using call center's CRM database.
- Generated customer service reports to track customer satisfaction.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
Early Childhood Assistant
Active Kids Day Care Center
04.2019 - 12.2019
- Provided individualized instruction and support to meet personal needs of each child.
- Coordinated schedules of activities, events, and field trips.
- Supervised children during in-classroom activities and on playground.
- Encouraged children to interact with each other and participate in group activities.
- Interacted with children one-on-one and in small groups to enhance and support learning activities.
- Organized snack time and nap hours.
- Communicated with parents to inform about child's progress and classroom behavior.
- Supported children's social and emotional development by encouraging understanding of others and positive self-concepts.
Education
Diploma - Customer Service
Peel College of Professional Studies
Mississauga, ON03.2021
Diploma - Early Childcare Assistant
Peel College of Professional Studies
Mississauga, ON12.2019
Bachelor of Arts -
University of Pune
Pune India03.2011
Skills
- Understanding Customer Needs
- Customer Support
- Written and Oral Communications
- Account Management
- Customer Service and Assistance
- Calm and Professional Under Pressure
- Efficient Data Entry
- Issue Identification
- Corrective Actions
- Complaint Resolution
- High-Volume Environments
- Call Center Operations
Timeline
Customer Service Specialist
Viva Consultants
04.2020 - Current
Early Childhood Assistant
Active Kids Day Care Center
04.2019 - 12.2019
Diploma - Customer Service
Peel College of Professional Studies
Diploma - Early Childcare Assistant
Peel College of Professional Studies
Bachelor of Arts -
University of Pune
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