Mona Shah
Toronto,ON
Summary
A top-performing employee in the field of customer service with amazing experience of more than 2.5 years in assisting customers via phone, email, chat & and face-to-face. Always committed to balancing company goals while being empathetic to all the customers to find satisfactory solutions. Resourceful problem solver who is adapted to remaining calm in stressful situations and effectively assisted a variety of customers.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Associate
Phone Cards Plus (Babatel)
08.2023 - Current
- Assist customers in product selection, ensuring a personalized and satisfactory shopping experience.
- Proactively drive sales through customer engagement, suggestive selling, and imparting comprehensive product knowledge.
- Extend a warm greeting and reception to customers creating a welcoming & positive atmosphere.
- Maintain organized customer profile records, documenting sales interactions for effective follow-up & personalized service.
- Documented all communication with customers to ensure a systematic approach.
- Efficiently process payments, handling various methods such as cash, credit cards, and debit cards.
- Gained knowledge of new product releases and tried to up-sell and cross-sell products to enhance customer purchases and maximize sales opportunities.
Customer Service Representative
HDFC Bank Limited
12.2021 - 02.2023
- Executed diverse banking transactions and provided seamless assistance to branch-visiting customers
- Managed Cash transactions daily with accuracy and ensured to meet SLAs(Service Level Agreements)
- Followed strict risk and compliance policies set by the bank, to safeguard customer's assets & privacy.
- Uphold the highest ethical standards, contributing to the continuous improvement of the overall customer experience at HDFC Bank LTD.
- Support the bank's sales efforts by promoting personal banking products and services, Identifying opportunities for cross-selling and up-selling, and meeting sales targets.
- Stayed updated on financial services trends, regulatory requirements, and industry standards.
Business Development Manager
Mevada & Co
01.2021 - 12.2021
- Identified and capitalized on untapped distribution opportunities across India, contributing to incremental sales growth for the organization
- Gained a comprehensive understanding of the broader wholesale industry, designing programs that attracted new, valuable distribution channels.
- Played a key role in formulating commercial terms that ensured profitability and sustainable growth for both, the firm and its partners.
- Developed strategies to attract new clients, collaborating with senior staff in recruiting and converting old leads into new clients
- Prepared regular reports & presentations on business development activities, including progress against targets, market insights, and competitive analysis.
Education
Master of Commerce - Accounting And Finance
Gujarat University
Ahmedabad, India05.2019
Bachelor of Commerce - Accounting, Auditing & Finance
Gujarat University
Ahmedabad, India05.2017
Skills
- Problem-solving
- Cash Handling
- Cross-selling
- Customer retention
- Account Management
- Asset Protection
- Regulatory Compliance
Certification
- OHRC Certification - The Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act
- Worker Health and Safety Awareness
- WHMIS AIX Safety
- IFSE Institute – Canadian Investment Funds Course (CIFC) - Pursuing (IFIC Candidate).
Timeline
Customer Service Associate
Phone Cards Plus (Babatel)
08.2023 - Current
Customer Service Representative
HDFC Bank Limited
12.2021 - 02.2023
Business Development Manager
Mevada & Co
01.2021 - 12.2021
Master of Commerce - Accounting And Finance
Gujarat University
Bachelor of Commerce - Accounting, Auditing & Finance
Gujarat University