Manmohan Kakkar
Surrey,BC
Summary
Passionate help desk professional with complex sales knowledge and customer service experience. Skilled at building rapport with diverse individuals and handling any kind of technical issues. Looking to further hone my skills with your organization. Provided Telus worth half a million dollars in sales revenue within six months.
Overview
11
11
years of professional experience
Work History
Inbound Sales Representative
TELUS
Toronto, ON
03.2023 - 12.2024
- Responded to customer inquiries via phone, email and chat.
- Identified customer needs and recommended products accordingly.
- Provided accurate information regarding product features, pricing and availability.
- Assisted customers with placing orders over the phone or online.
- Processed payments, refunds and exchanges quickly and efficiently.
Help Desk Support Representative
CAMBRIDGE UNIFORMS
08.2021 - 03.2023
- Assisted customers with instructional support and product troubleshooting
- Opened service tickets for clients, documenting user information and description of problem via Gorgias
- Documented all pertinent information related to customer inquiry in appropriate system
- Recorded complaints, product deficiencies, returned orders and other customer documentation in system
- Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts
- Established and maintained quality performance metrics to meet objectives.
HELPDESK SUPPORT
Fido - PE
03.2021 - 11.2021
- Created new accounts, troubleshooting, reset passwords and configured access to servers and file management software for users with freshdesk and citrix
- Maintained composure and patience in face of difficult customer and customer service employees situations, applying de-escalation techniques and positive customer support
- Assisted customers with various types of technical issues via email, live chat and telephone
- Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources
- Delivered local and remote Tier 1 IT support for hardware and software to costumers and other team personnel.
Counter Manager
wendys/Tim horton - Summerside, PE
07.2020 - 09.2021
- Reconciled company credit cards, expense accounts and other expenses and financial records
- Entered invoices into account software(quickbooks), updated accounts and identified aging balanced ready for collections activities
- Maintained accurate records of daily, weekly and monthly sales figures.
- Trained new employees on store policies, procedures and customer service standards.
- Ensured compliance with all safety regulations within the store environment.
- Managed customer service staff and provided guidance in resolving customer issues.
CONCIERGE
Residential and Commercial, Garda World - Toronto, ON
09.2017 - 10.2020
- Prepared invoices for guests, delivering to rooms on day of check-out and answering follow-up questions
- Contacted previous visitors and potential guests through emailed newsletters with information on events and happenings to build strong clientele base
- Greeted clients and provided personalized support to meet unique needs and promote brand loyalty
- Updated front desk's concierge book to maintain most relevant visitor information.
MANAGER/OWNER
Vodafone-Idea - Amritsar, Punjab
01.2014 - 01.2017
- Oversaw staff hiring, initiating new training and scheduled processes to streamline operations
- Promoted business on social media platforms to maximize brand identity and generate revenue
- Devised business and marketing plans and prepared monthly financial reports
- Managed accounts payable, accounts receivable, bank reconciliations and payroll function
- Prepared month-end closing entries for detailed reporting and recordkeeping.
Education
Associate of Applied Science -
LP University - Jalandhar
Jalandhar, Ind03.2016
Post graduate diploma - Electrical and Computer engineering
SENECA COLLEGE OF APPLIED SCIENCE AND TECHNOLOGY - North York, ON
Skills
- Help desk and tech support hardware assembly, peripherals, printers, drivers
- Proficient in software like Freshdesk, VMware, citrix, office, HTML, Virtualbox
- Customer Consultation
- Purchase Recommendations
- Customer Acquisition Strategies
- Product Description
- Month-end documentation
- Collections and invoice processing
- Payment processing
- Customer Acquisition
Timeline
Inbound Sales Representative
TELUS
03.2023 - 12.2024
Help Desk Support Representative
CAMBRIDGE UNIFORMS
08.2021 - 03.2023
HELPDESK SUPPORT
Fido - PE
03.2021 - 11.2021
Counter Manager
wendys/Tim horton - Summerside, PE
07.2020 - 09.2021
CONCIERGE
Residential and Commercial, Garda World - Toronto, ON
09.2017 - 10.2020
MANAGER/OWNER
Vodafone-Idea - Amritsar, Punjab
01.2014 - 01.2017
Associate of Applied Science -
LP University - Jalandhar
Post graduate diploma - Electrical and Computer engineering
SENECA COLLEGE OF APPLIED SCIENCE AND TECHNOLOGY - North York, ON