Manu
Surrey,BC
Summary
Dynamic professional with a proven track record at Scotiabank, enhancing customer retention through exceptional service and upselling strategies. Expert in customer relationship management and fluent in English, Hindi, and Punjabi, I excel in teamwork and fostering customer loyalty. Achieved significant process improvements, driving performance and profitability at Freshslice Pizza.
Overview
5
5
years of professional experience
Work History
Customer Experience Associate
Scotiabank
08.2022 - Current
- Looked for additional ways to expand products to customers by upselling new products and services.
- Employed active listening skills to accurately understand customer concerns and address them effectively.
- Collaborated with team members to develop effective strategies for enhancing the overall customer experience.
- Asked customers questions to determine, verify and solve common problems.
- Implemented feedback from clients into actionable steps aimed at improving our products and services offering continually evolving experiences.
- Increased customer retention rates through consistent delivery of outstanding service experiences.
- Documented customer interactions in internal database to maintain customer service history details.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Manager
Freshslice Pizza
08.2021 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
Tutor
Math4me
10.2019 - 03.2020
- Provided homework assistance using specific curriculum and materials.
- Supported students with helpful study habits and exam strategies.
- Collaborated with students to complete homework assignments, identify lagging skills, and correct weaknesses.
- Motivated students towards learning and studying to build self-confidence and reduce fear of failure.
- Provided one-on-one tutoring sessions, tailoring instruction to meet the specific needs of each student while promoting independent learning skills.
- Provided constructive feedback on assignments, helping students improve their writing and problem-solving skills.
- Enhanced students'' understanding of subject matter by incorporating real-world examples into lessons.
- Promoted critical thinking skills through engaging activities and consistent reinforcement of complex concepts.
- Maintained detailed records of student progress, using data to inform future instruction and target areas for improvement.
Education
General Business - Business
Douglas College
New Westminster, BC12.2021
Skills
- Social media monitoring
- Customer service
- Understanding customer needs
- Sales and upselling
- Customer data confidentiality
- Teamwork and collaboration
- Calm and professional under pressure
- Product recommendations
- Issue and complaint resolution
- Administrative and office support
- Customer relationship management (CRM)
- English, Hindi, Punjabi fluency
- Salesforce CRM
- Order and refund processing
- Order processing
Languages
English
Timeline
Customer Experience Associate
Scotiabank
08.2022 - Current
Manager
Freshslice Pizza
08.2021 - Current
Tutor
Math4me
10.2019 - 03.2020
General Business - Business
Douglas College
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