Manali Patel
Edmonton,Alberta
Summary
I am writing to express my interest in the positions as advertised, and I am confident that my skills and experiences align with the requirements outlined in the job posting. Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
7
7
years of professional experience
Work History
Customer Care Representatives
Alight Solution
08.2022 - 12.2023
- Handling a high volume of inbound calls from our client's employees to answer questions, provide education, and solve complex HR and financial issues related to their health care benefits, claims, 401k savings, and retirement plans, leaves of absence, payroll, etc., while ensuring a welcoming and professional experience
- Providing benefit information and guidance to employees and supervisors by applicable collective agreements, policies, and legislation
- Maintain documentation and follow guidance based on company Privacy and Confidentiality policy
- Proactively identifying and anticipating client needs to uncover opportunities to are crucial to their requirements
- Leveraging computer navigation skills to toggle between multiple screens and systems to provide answers and support
- Enter, update, and retrieve data in customer relationship management system
- Creating and updating files in database and communicating with third parties to research and assist customer with updates or inquiries
- Educate employees regarding health plan and claiming process
- Explained and walked employee through website and mobile application for monthly payment plan, and claim form, and uploaded document as needed
- Researching, analyzing, and providing solutions to problems.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed and updated databases to handle customer data.
- Educated customers about billing, payment processing and support policies and procedures.
- Assisted clients in navigating online banking platforms, resolving technical issues, and addressing account inquiries.
- Conducted proactive outreach to inform clients about promotions, updates, and account-related information.
- Collaborated with cross-functional teams to resolve complex client issues and improve overall service delivery.
- Provided personalized service to clients, managing their accounts and products effectively.
- Acted as point of contact for problem-solving, taking ownership of client issues and collaborating with team members to deliver optimal solutions.
- Fostered strong client relationships through active listening and empathetic communication
Customer Return Operator
Amazon Fulfilment Centre
11.2021 - 08.2022
- Credit accounts for returned merchandise by company policies and procedures for 250+ customers per day
- Enter returned merchandise into computer system responsible for inventory and quality control, to maintain accurate stock levels
- Efficiently process 1000+ customer parcel returns per month, recipient of Swag Dollar points 2 months in a row.
Desktop Support
Rishabh Tech
11.2016 - 09.2021
- Install, upgrade, support, and troubleshoot Windows 10 Microsoft Office and other authorized desktop applications
- Install, upgrade, support, and troubleshoot printers, computer hardware, and other authorized peripheral equipment
- Remote support through Team Viewer remote desktop to solve Windows and Software issues
- Identify requirements of equipment and parts to support faulty Desktops, laptops, and servers
- Responsible for monitoring, operating, managing, troubleshooting, and restoring to service any terminal service client that has authorized access to the network
- Develop trends by monitoring and analyzing incoming calls, problems, and support requests
- Troubleshooting network connectivity in a LAN/WAN environment
- Creating, Prioritising, and Resolving tickets using Ticketing tools
- Coordinating with vendors for repair and replacing the hardware components.
Education
Bachelor of Electronics and Communication -
Gujarat Technology University
Google IT Support Professional Certificate, Junior IT Analyst Program -
Npower Canada
09.2022
Skills
- Operating Systems: Windows, Android, iOS, Mac OS, Linux
- Applications & Tool: ServiceNow, Jira, Microsoft Office 365, Hootsuite
- Tools: VMware, Google Workspace, Packet Tracer
- Project Management Fundamentals: Agile, Waterfall, Scrum
- Soft skills: Time management, Computer savvy, Client engagement organizer, oriented
- Client Engagement
- Problem-Solving
- Technology Utilization
- Active Listening
- Communication
- Collaboration
- Relationship Building
Languages
English
Full Professional
Timeline
Customer Care Representatives
Alight Solution
08.2022 - 12.2023
Customer Return Operator
Amazon Fulfilment Centre
11.2021 - 08.2022
Desktop Support
Rishabh Tech
11.2016 - 09.2021
Bachelor of Electronics and Communication -
Gujarat Technology University
Google IT Support Professional Certificate, Junior IT Analyst Program -
Npower Canada
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