Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Mehak Sharma

Scarborough,ON

Summary

Service-oriented Customer Support Representative with 3+ years of experience in contact center operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Customer Support Representative

Concentrix
07.2022 - 04.2023
  • Identified and assessed customers' needs and problems, providing warm and supportive services
  • Collaborated with team members to accomplish related results, ensuring collaborative and efficient work environment
  • Managed high volume of incoming calls, ensuring each customer’s experience felt personalized and addressing inquiries or concerns promptly
  • Maintained accurate records of customer interactions, including inquiries, complaints, and actions taken, in accordance with company guidelines
  • Provided risk and compliance procedures and guidelines that ensure to protect clients' assets, privacy, and best interest
  • Recommend improvements in products, packaging, shipping, and service procedures, to prevent future problems
  • Ensured appropriate changes were made to resolve customers' problems and introduced them to new products.

Crew member

McDonalds
10.2021 - 06.2022
  • Maintained compliance with company policies and procedures for food safety, sanitation, and quality
  • Demonstrated great communication skills, resulting in 99% positive customer survey rating
  • Self-motivated and worked efficiently in fast-paced environment, handling cash and order taking at drive-thru
  • Establish standards for personnel performance and customer service contributing to positive team dynamic
  • Read food order slips or receive verbal instructions as to food required by patron and prepare and cook food according to instructions.

Customer Support Representative

Yes Bank
01.2021 - 08.2021
  • Analyzed clients' overall financial situation by reviewing income, assets, debts, expenses, credit reports, or other financial information
  • Prepared written documents to establish contracts with or communicate financial recommendations to clients
  • Worked with clients to identify their financial goals and to find ways of reaching those goals
  • Calculated clients' available monthly income to meet debt obligations
  • Explained loan information to clients, such as available loan types, eligibility requirements, or loan restrictions
  • Evaluated costs and revenue of agreements to determine continued profitability.

Personal Banking Advisor

Axis Bank
06.2020 - 12.2020
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution with superior customer service experience with innovative solutions
  • Follow communication procedures guidelines and policies with ability to troubleshoot and resolve conflicts
  • Solid ability to facilitate written and verbal communication between team members, Product Groups, and clients by compiling and maintaining non-monetary reports and records
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills and issued receipts, refunds, credits, or change due to customers
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
  • Assisted sales through knowledge of investment products and exchanged great knowledge to the customer regarding the issue.

Education

Post- Graduate diploma - Global Business Management

Loyalist College
Toronto, ON
04.2023

BBA -

Chandigarh Group of Colleges
Mohali

Skills

  • Written and verbal communication skills, Employee Relations, Strategic thinking, Customer insight, Leadership
  • Microsoft office (Excel, Word, PowerPoint)
  • Customer Relationship Management, Cash management, Data entry, Benefits Administration, Payroll administration
  • Negotiation skills, Organizational skills, Analysis skills, Problem solving skills Communication skills
  • Technical Support, Inbound/outbound calls, Customer engagement, Trusted advisor Team work

Certification

Currently pursuing IFIC

Certified in Digital Marketing

Timeline

Customer Support Representative

Concentrix
07.2022 - 04.2023

Crew member

McDonalds
10.2021 - 06.2022

Customer Support Representative

Yes Bank
01.2021 - 08.2021

Personal Banking Advisor

Axis Bank
06.2020 - 12.2020

Post- Graduate diploma - Global Business Management

Loyalist College

BBA -

Chandigarh Group of Colleges

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Mehak Sharma