Mishank Arora
Surrey
Summary
Dedicated management professional successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
5
5
years of professional experience
Work History
Finance Account Services Rep/Coordinator Designate
ICBC
06.2022 - Current
- Supervised team operations in the absence of the Team Coordinator, ensuring seamless workflow and maintaining team productivity.
- Provided procedural guidance to team representatives, facilitating adherence to organizational policies and protocols.
- Assisted representatives in decision-making on complex account-related issues to achieve positive outcomes.
- Managed customer escalations, effectively addressing concerns to resolve issues and maintain customer satisfaction.
- Working as part of a call center team that takes inbound call inquiries and contacts customers to discuss outstanding debt owed to the corporation and servicing insurance related Payment Plan.
- Supported team development by mentoring representatives and fostering a collaborative work environment.
- Working assigned files to investigate and evaluate collectability and repayment.
- Determining recovery action best suited to the situation.
- Negotiating payment arrangements and settlements.
- Maintain an ongoing relationship with the customer until the account is finalize.
- Reviewing multiple database applications.
- Discussing options available to customer to assist them in repaying their outstanding accounts and advises them of the possible consequences of non-payment.
Contact Center Representative II
TD Bank Group
02.2022 - 06.2022
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Educated customers on TD easyweb, form completion and access to services.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Traffic Controller
Metro Traffic Management
03.2021 - 11.2021
- Routed traffic around construction sites for worker and driver safety.
- Assembled signs and cones to direct traffic through construction sites.
- Trained new staff on job duties, company policies and safety procedures for rapid onboarding.
Retail Supervisor
Chevron
09.2019 - 03.2021
- Oversaw daily operations, including inventory management, merchandising, and cash handling, to ensure smooth business functionality.
- Managed shift changes, ensuring accurate cash reconciliation and seamless handovers between staff.
- Monitored and maintained inventory, including tobacco products and lottery tickets, to prevent discrepancies.
- Implemented merchandising strategies, ensuring product displays were appealing and aligned with sales objectives.
- Trained and supervised staff, promoting adherence to company policies and fostering a positive work environment.
Education
Post Graduation - Resort Management
Centennial College
Toronto, ON08.2019
Post Graduation - Human Resource Management
Centennial College
Toronto, ON08.2018
Skills
- Multitasking Skills
- SAP proficiency
- Verbal and Written Communication
- Health and Safety Programs
- Records Organization and Management
- Conflict Resolution
- Microsoft Office proficiency
- Recordkeeping and File Management
- Critical Thinking
- Decision-making
- Complex Problem-solving
- Maintaining stock levels
- Visual merchandising
- Store maintenance
Timeline
Finance Account Services Rep/Coordinator Designate
ICBC
06.2022 - Current
Contact Center Representative II
TD Bank Group
02.2022 - 06.2022
Traffic Controller
Metro Traffic Management
03.2021 - 11.2021
Retail Supervisor
Chevron
09.2019 - 03.2021
Post Graduation - Resort Management
Centennial College
Post Graduation - Human Resource Management
Centennial College
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