Niharika Niharika
Windsor,Ontario
Summary
Dynamic customer service professional with a proven track record at TD Bank Financial Group, enhancing customer satisfaction and retention through expert problem-solving and efficient complaint handling. Skilled in CRM tools and cross-functional collaboration, I excel in transforming customer challenges into loyalty and improved departmental performance.
Experienced with customer service management, including efficient resolution of client concerns. Utilizes communication and problem-solving skills to enhance customer satisfaction. Track record of fostering positive interactions and maintaining high service standards.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Executive
TD Bank Financial Group
02.2023 - 01.2025
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
Customer Care Representative
RBC Royal Bank
01.2021 - 12.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Navigated multiple computer systems and applications to find information.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
- Educated customers about billing, payment processing and support policies and procedures.
Education
BBA - Financial Accounting, Banking ,Project Management
Hanson College
Brampton, ON01-2020
Skills
- Cross-Functional Collaboration
- Customer Relationship Management
- Customer Service Optimization
- Proficient in Handling Complaints
- Chat Support Skills
- Client Communication Skills
- Evaluation of Client Needs
- Coaching for Team Growth
- Schedule Management
- Problem-Solving Expertise
- Experience with CRM Tools
- Consumer Relationship Development
Accomplishments
- Explained policies on product returns in great detail, reducing repeat calls by 94%.
- Received Employee of the month outstanding client engagement with customers for 78 consecutive quarters.
Languages
English
Native or Bilingual
Punjabi
Native or Bilingual
Hindi
Native or Bilingual
Certification
- Microsoft Office Specialist (MOS) - Microsoft.
- Certified Customer Service Professional (CCSP) - National Customer Service Association.
- Oracle Service Cloud Cross-Channel Contact Center Certified Implementation Specialist - Oracle.
Timeline
Customer Service Executive
TD Bank Financial Group
02.2023 - 01.2025
Customer Care Representative
RBC Royal Bank
01.2021 - 12.2022
- Microsoft Office Specialist (MOS) - Microsoft.
- Certified Customer Service Professional (CCSP) - National Customer Service Association.
- Oracle Service Cloud Cross-Channel Contact Center Certified Implementation Specialist - Oracle.
BBA - Financial Accounting, Banking ,Project Management
Hanson College
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