Nirav Bodala
London,ON
Summary
Dynamic professional with a proven track record at Rogers Communication, excelling in customer service excellence and software troubleshooting. Leveraged analytical thinking and CRM software expertise to enhance service delivery and resolve complex technical issues, significantly improving customer satisfaction. Skilled in multi-task management and fostering strong customer relationships, demonstrating a confident approach to achieving and surpassing goals.
Overview
9
9
years of professional experience
Work History
Customer Support Consultant
Rogers Communication
Toronto, Ontario
04.2023 - Current
- Applied consultative approach to collect information on customer service, account and technical concerns.
- Provide world-class service by connecting with customers, analyzing their needs, and offering customized solutions.
- Make customers' lives easier by providing them with value-added services.
- Created user accounts and assigned permissions.
- Promote and recommend the latest products and services to customers.
- Troubleshoot customer connectivity issues.
- Translated complex technical issues into digestible language for non-technical users.
- Identified root causes of technical problems and proposed solutions accordingly.
- Connect and build rapport with customers by actively listening and asking the right questions.
- Assisted customers in identifying issues, and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with other departments like sales, marketing, when needed.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
- Collaborated with supervisors to escalate and address customer inquiries, or technical issues.
QA Trainee
IT Square
Toronto, Ontario
10.2022 - 02.2023
- Analyzed system requirements and developed test cases accordingly.
- Interpreted analytical data, converting it to technical documentation for use in training manuals and standard operating procedures.
- Input data into spreadsheets or electronic databases to build complete documentation of testing and troubleshooting procedures.
- Completed inspection reports, describing performance outcomes, and carefully documenting irregularities or variances from expected outcomes.
- Maintained complete, accurate, and legible test records, reviewing data for accuracy and trends, and communicating concerns to the supervisor.
- Mastered standard operating procedures through hands-on application to daily testing and analysis.
- Operated computers, GIS technology, and maintenance tracking software.
Inbound Sales Representative
Nordia Inc
Toronto, Ontario
11.2021 - 06.2022
- Collaborated with new customers to give details about company offerings.
- Generated sales by prospecting leads, cold calling and negotiating advantageous deals.
- Documented sales call data in company software.
- Presented sales pitches to clients with basic needs.
- Provided accurate information regarding product features, pricing and availability.
- Applied good listening skills to determine customer preferences and financial limits.
- Conducted follow-up calls to existing customers to ensure satisfaction levels.
- Built strong relationships with customers through excellent service delivery.
- Assisted customers with placing orders over the phone or online.
- Followed up on sales leads through outbound calling.
Assistant Store Manager
SUBWAY@Restaurants
Toronto, Ontario
04.2019 - 07.2021
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Managed opening and closing procedures, and recommended changes to enhance the efficiency of daily activities.
- Rotated merchandise and displays to feature new products and promotions.
- Walked through store areas to identify and proactively resolve issues that negatively impact operations.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Responding to customer concerns, working with the manager to significantly raise customer satisfaction ratings.
Technical IT Recruiter
Collabera Technologies
India, Gujarat
07.2016 - 02.2017
- Reviewed resumes received from applicants against job requirements and interviewed them accordingly.
- Developed a diverse candidate pipeline to support the company's diversity and inclusion goals.
- Offered recommendations to improve the company's recruitment strategies and processes.
- Interviewed job applicants to obtain information on work history, education or job skills.
- Assessed candidates' technical skills through technical assessments and interviews.
- Conducted initial screening of resumes to identify qualified candidates for technical positions.
- Informed job applicants of duties and responsibilities, compensation, and benefits.
- Prepared or maintained employment records using human resources management system software.
Education
GED -
Lambton College of Applied Arts And Technology
Toronto, ON12-2018
Bachelor of Science -
CHARUSAT University of Science & Technology
India05-2015
Skills
- Software troubleshooting
- Complaint handling
- Customer service excellence
- CRM software
- Analytical thinking
- Sales support
- Quality assurance
- Customer response
- Technical troubleshooting
- Data connectivity
- Reviewing Test Scenarios
- Programming Languages: Java, C#, C, HTML5, CSS3
- Database: MySQL, SQLite, MS Access
- Excellent computer skills
- Time management
- Multi-task management
- Inbound and outbound calling
Timeline
Customer Support Consultant
Rogers Communication
04.2023 - Current
QA Trainee
IT Square
10.2022 - 02.2023
Inbound Sales Representative
Nordia Inc
11.2021 - 06.2022
Assistant Store Manager
SUBWAY@Restaurants
04.2019 - 07.2021
Technical IT Recruiter
Collabera Technologies
07.2016 - 02.2017
GED -
Lambton College of Applied Arts And Technology
Bachelor of Science -
CHARUSAT University of Science & Technology
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