Nikhil Chand
North York,ON
Summary
Over the past year, I've gained valuable experience in two diverse roles: Wireless Sales Associate and Quality Analyst in a BPO setting. In the sales role, I perfected my customer service skills and deepened my knowledge of wireless products. As a Quality Analyst, I played a pivotal role in enhancing service quality by meticulously evaluating customer interactions. These experiences have honed my communication, analytical, and problem-solving abilities, equipping me to excel in retail and BPO environments while adapting effectively to changing circumstances to achieve results. SKILLS Upselling Order Processing Retail Loss Prevention Sales Development Retail Store Operations Teamwork and Collaboration Customer Service Problem-Solving Audit Processes Quality Improvement.
Overview
3
3
years of professional experience
Work History
Wireless Sales Associate
The Source
11.2022 - Current
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise
- Provided positive first impressions to welcome existing, new and potential customers
- Actively engage customers to identify their needs and recommend appropriate wireless devices, plans, and accessories
- Use sales techniques to upsell and cross-sell products and services
- Provide basic technical support, such as setting up devices, transferring contacts, and troubleshooting common issues
- Stay informed about current promotions, discounts, and special offers to effectively communicate them to customers.
Quality Analyst
Teleperformance
08.2020 - 12.2021
- Conduct the evaluation of service quality delivered by agents by actively monitoring both recorded and live customer interactions encompassing phone calls and emails
- Delivered constructive feedback and conducted coaching sessions for agents
- Utilize predetermined assessment criteria for the purpose of assigning scores to individual interactions
- Assuring compliance with legal and regulatory mandates, in addition to company policies and guidelines, among agents
- Nikhil Chand.
Education
Post Graduate Diploma - Human Resource Management
York University
09.2023
Post Graduate Diploma - Marketing Management
Seneca College
08.2022
Bachelor's Degree - Business Administration
Panjab University
09.2020
Skills
- Customer Service
- Communication
- Product Knowledge
- Active Listening
- Persuasion and Negotiation
- Problem-Solving
- Networking
- Resilience
Accomplishments
- Top performer in In GTA & Ontario - South region
- Mentored 6-7 new sales associates
- Promoted from customer service associate to Quality Analyst in less than 12-months
- CERTIFICATIONS
- Standard First Aid CPR-C & AED certified.
Timeline
Wireless Sales Associate
The Source
11.2022 - Current
Quality Analyst
Teleperformance
08.2020 - 12.2021
Post Graduate Diploma - Human Resource Management
York University
Post Graduate Diploma - Marketing Management
Seneca College
Bachelor's Degree - Business Administration
Panjab University
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