Summary
Overview
Work History
Education
Skills
Languages
Timeline
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NEETHU JOHNY

Kitchener,Canada

Summary

Versatile Service Representative with proven experience in fast-paced call center environments. A strong communicator who builds client trust with persuasive language and an unwavering customer support attitude. Recognized as a record-breaking service provider with a 99% positive customer feedback rate, excelling in resolving complex issues and consistently meeting performance metrics.

As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.

Overview

7
7
years of professional experience

Work History

Customer Service Retention Specialist

Teleperformance
12.2023 - Current
  • Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer.
  • Respond to callers inquiring about call status and handles complaints regarding response time.
  • Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.
  • Maintain basic knowledge of client products and/or services.
  • Participate in activities designed to improve customer satisfaction and problem solving.
  • Offer additional products and/or services.
  • Track, document, and retrieve information in call tracking database.
  • Respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.
  • Analyzed workflow processes, recommending improvements to enhance operational effectiveness.
  • Maintained high levels of data confidentiality, adhering to strict security protocols and guidelines.
  • Conducted regular audits of data to ensure accuracy, compliance, and alignment with business objectives.
  • Ensured data integrity and accuracy through regular audits, timely updates, and meticulous record maintenance.
  • Implemented process improvements that increased data accuracy across customer profiles.
  • Analyzed customer feedback to identify trends and improve retention strategies.
  • Conducted regular performance reviews to assess team effectiveness in achieving retention goals.
  • Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.

Technical Representative in Online Banking

Majorel
09.2022 - 12.2023
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Developed strong customer relationships to encourage repeat business.
  • Set up and activate customer accounts.
  • Escalated customer concerns, issues, and requirements to supervisors for immediate rectification.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Maintained up-to-date case documentation for future reference.
  • Helped in troubleshooting website and App login issues.
  • Proficient in using Salesforce Lightning, Compass Cash Edge, Portfolio Viewer, Deluxe Order Pro, BillPay.
  • Processed account transactions accurately, ensuring compliance with banking regulations.
  • Assisted customers in navigating digital banking tools, improving user experience.
  • Analyzed customer feedback to drive enhancements in service delivery and product offerings.
  • Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
  • Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.

Customer Experience admin

Switch Health
09.2021 - 03.2022
  • Delivers quality customer experience.
  • Manages a high volume of inbound and outbound calls.
  • Processes transactions e.g., appointment bookings, as per standardized operating procedures, industry regulations, and Switch Health Code of Conduct and Ethics.
  • Clarifies and understands the customer needs and recommends solutions specific to those needs, while exercising discretion in confidential matters.
  • Responds to and resolve customers' concerns using standard procedures. Escalates non-standard activities, as necessary.
  • Achieves assigned goals by offering solutions and completing processes in a timely and accurate manner.
  • Connects personally with customers to give advice and solutions that are appropriate and clear.
  • Willing to participate in personal performance development.
  • Recommends improvements to achieve the goal of operational excellence.
  • Involved in sales of the products and share the knowledge of how to use it.

Office Admin

Simplogics
03.2021 - 09.2021
  • Oversee and co-ordinate office administrative procedures and review, evaluate and implement new procedures.
  • Establish work priorities, delegate work to office support staff, and ensure deadlines are met and procedures are followed.
  • Schedule team meetings, send invites to all team members and set up reminders for them.
  • Administer policies and procedures related to the release of records in processing requests under government access to information and privacy legislation.
  • Co-ordinate and plan for office services, such as accommodation, relocations, equipment, supplies, forms, disposal of assets, parking, maintenance, and security services.
  • Conduct analyses and oversee administrative operations related to budgeting, contracting and project planning and management processes.
  • Set up work needs, delegate work to office support staff, and guarantee cutoff times are met and methods are followed.

Supervisor

TIM HORTONS (Lennon Coffee Company)
12.2019 - 12.2020
  • Discovering customer needs and responding appropriately to questions.
  • Answered customer quests, provided store information, and escorted to desired store areas.
  • Informed managers of issues with loss prevention and security.
  • Accepted cash, check, credit, and debit payments in an accurate and efficient manner.
  • Managing the shift by properly scheduling the team members in their position.

Team Member

TIM HORTONS (Lennon Coffee Company)
05.2018 - 12.2019
  • Responsible Cashier experienced at managing front of store needs in busy environments.
  • Friendly and energetic with strong communication and organizational abilities.
  • Seeking role of increased responsibility where strengths in service and sales will be valuable.
  • Used proper bagging techniques to minimize overuse of bags while preventing damage to customer items.

Education

Project Management

Conestoga
Kitchener
12.2019

Wireless Infrastructure and Networks

Conestoga
Kitchener
12.2018

Skills

  • Proficiency in SQL and Power BI
  • Experience with Salesforce and other CRM
  • Proficiency with Microsoft Office (specifically, Outlook, Word, Excel, PowerPoint)
  • Strong keyboarding and data entry skills
  • Knowledge in Geographical zones and phonetic alphabet
  • Expert client service experience
  • Ability to speak and communicate effectively
  • Ability to multi-task and prioritize
  • Strong listening and presentation skills
  • Good leadership skills and team player, ability to work unsupervised
  • Customer assistance
  • Customer service excellence
  • Bank deposit preparation

Languages

English
Full Professional

Timeline

Customer Service Retention Specialist

Teleperformance
12.2023 - Current

Technical Representative in Online Banking

Majorel
09.2022 - 12.2023

Customer Experience admin

Switch Health
09.2021 - 03.2022

Office Admin

Simplogics
03.2021 - 09.2021

Supervisor

TIM HORTONS (Lennon Coffee Company)
12.2019 - 12.2020

Team Member

TIM HORTONS (Lennon Coffee Company)
05.2018 - 12.2019

Project Management

Conestoga

Wireless Infrastructure and Networks

Conestoga

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NEETHU JOHNY