Mani M

Sr. Customer Service Representative

7-Eleven

Vancouver, British Columbia

06.2021 - Current

Managed incoming customer calls, delivering exceptional service and efficiently resolving inquiries.
Educated customers on products, pricing, and policies to address issues effectively.
Handled customer conflicts by remaining composed and leveraging internal resources for solutions.
Created reports analyzing customer satisfaction levels and key performance indicators.
Collaborated with Sales, Marketing, and Technical Support to enhance service delivery.
Monitored customer feedback surveys to identify improvement opportunities.
Oversaw team in managing call escalations while mentoring new employees in service excellence.
Provided technical support to customers via phone, email, and chat.
Assisted customers with inquiries and resolved issues efficiently.
Processed transactions accurately using point-of-sale systems.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Provided technical support to customers via phone, email and chat.
Prepared and evaluated CRM reports to identify problems and areas for improvement.
Updated system with order specifics and customer details, preferences, and billing information.
Determined accurate prices for customer services, consistently searching for deals and best prices.
Led on- and off-site customer support teams across multiple time zones.
Liaised between customers and retail buyers to expedite orders and meet customer demands.
Recommended improvements in products, service and billing methods to management to prevent future problems.
Utilized job-related software to prepare change of address records and issue service discontinuance orders.