Mohit Mohit
Brampton,ON
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
4
4
years of professional experience
Work History
Collection Associate
Bank of Montreal
Toronto, Ontario
03.2024 - Current
- Negotiated payment plans with customers based on their financial ability to pay.
- Provided professional customer service while interacting with customers over the phone or through email correspondence.
- Assessed customer financial information to determine best course of action for repayment.
- Answered customer inquiries regarding past due accounts and payment arrangements.
- Followed up regularly with customers who had previously agreed upon repayment plans.
- Conducted outbound calls to customers with delinquent accounts in order to collect payments or make payment arrangements.
- Educated customers on the consequences of not making timely payments, such as late fees or interest charges.
- Handling 15-20 calls per hour, roughly taking 120-150 calls a day.
Customer Service Advisor
Canada Life
06.2023 - 12.2023
- Demonstrated the ability to solve problems through investigation and made timely decisions to assist members
- Effectively troubleshooted medical and drug telephone inquiries using various systems and tools in a timely manner
- Provided accurate responses to plan members, medical providers, and plan administrators, while maintaining the highest level of customer service
- Use different types of tools such as MAM to help customers with the right information in a timely manner
- Worked in a high pace working environment with the requirement of at least 5 calls per hour.
Customer Retention Specialist
Shaw Communication
08.2022 - 05.2023
- Focus on helping clients when they need us most, by responding empathetically to a variety of questions and resolving client concerns at the first point of contact
- Contribute to team results by supporting all colleagues to be successful in meeting client needs
- Managed over 50-60 customer calls per day
- Educate and assist clients with using Freedom and Shaw mobile website on their own
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Save customers who is on the verge of disconnecting services almost 90% of the customers
- Answered customer telephone calls promptly to avoid on-hold wait times.
Customer Service Advisor
Concentrix
02.2020 - 07.2022
- Clarify customer requirements probe for understanding and use decision-support tools and resources to resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking
- Managed over 50-60 customer calls per day and Increased sales by 30% by upselling
- Save customers who is on the verge of disconnecting services almost 90% of the customers
- Listen attentively to customer needs and concerns; demonstrate empathy while maximizing the opportunity to build rapport with the customer.
Education
PG-Diploma - Supply Chain
Lambton College
Bachelor of Science - Mechanical Engineering
Rajasthan Technical University
Skills
- Active Listening
- Customer Communication
- Sales and Upselling
- Account Management
- Problem-Solving Skills
- Call Documentation Skills
- Customer retention
- Order Processing
- Customer Service Optimization
- Customer Retention Strategies
- Inbound and Outbound Calling
- Data Entry
Languages
- English, Advanced (C1)
- Hindi, Proficient (C2)
Timeline
Collection Associate
Bank of Montreal
03.2024 - Current
Customer Service Advisor
Canada Life
06.2023 - 12.2023
Customer Retention Specialist
Shaw Communication
08.2022 - 05.2023
Customer Service Advisor
Concentrix
02.2020 - 07.2022
PG-Diploma - Supply Chain
Lambton College
Bachelor of Science - Mechanical Engineering
Rajasthan Technical University
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