NISSI MUDDA
Scarborough,ON
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding winwin solutions. Skilled shift supervisor bringing 1 to 3 years of experience as team leader and accurate about customer-oriented operations. Effectively communicates with team members and managers of all levels. Positive and upbeat supervision with solid background in multi-tasking environments. Knowledgeable about safety standards, customer relations and inventory management. Highly professional, team-oriented and proactive in organizing workflows and resources to meet shift demands. Responsible and motivated student ready to apply education in the workplace. Offers excellent technical abilities with software and applications, ability to handle challenging work, and excellent time management skills.
Overview
4
4
years of professional experience
Work History
Help Desk Analyst
Bank of Montreal
Toronto
09.2023 - 05.2024
- Provided technical support to customers over the phone and email.
- Identified customer needs and provided solutions in a timely manner.
- Reported and tracked service requests using ticketing system.
- Researched, diagnosed, troubleshot, and identified solutions for customer issues.
- Assisted customers with basic software and hardware setup and configuration.
- Installed software applications on user systems according to company policies.
- Maintained detailed documentation of customer interactions, changes made, and resolutions taken in ticketing system.
- Responded promptly to customer inquiries regarding computer hardware and software problems.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Walked customers through processes of installing software or hardware and initial program start up procedures.
Contact Center Representative
TD CANADA TRUST
Toronto, ON
04.2022 - 03.2023
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships
- Updated customer accounts, addresses and contact information within call management databases
- Engaged actively with callers, confirming or clarifying information and diffusing anger
- Offered resolutions to de-escalate calls and solve customer issues
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Managed customer expectations by clarifying needs, identifying options and recommending products and services
- Adjusted bills and refunded money to resolve customers' service or billing complaints
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
Shift Supervisor
FAT BASTARD BURRITO
Waterloo, ON
06.2020 - 03.2022
- Coordinated shift workers for inventory receiving, auditing and restocking
- Supervised and led employees to maintain productivity and customer service levels
- Counted cash on hand at shift change and closing to determine shortages or overages and prepare bank deposit statements
- Handled escalated customer concerns and emergencies in absence of manager or supervisor
- Complied with company safety procedures, policies and regulations to promote safe working environment
- Positioned skilled staff in key areas throughout shift to optimize department productivity
- Educated customers about offerings, promotions and pricing to boost sales
- Coached team members to increase productivity and reduce workplace accidents
- Collaborated with internal teams to streamline operations across materials handling, production and shipping
- Helped store management meet standards of service and quality in daily operations.
Education
Global Hospitality Operations Management -
Conestoga College Institute of Technology And Advanced Learning
04.2020
Operations Leadership in Food Manufacturing -
Conestoga College Institute of Technology And Advanced Learning
04.2019
Skills
- Call Center Operations
- Data Entry
- Calm and Professional Under Pressure
- Transaction Processing
- Multitasking and Prioritization
- Responding to Difficult Customers
- Payment Processing
- Professional Telephone Voice
- CRM Software
- MS Office
- Problem solving skills
- Bank products and financial services
- Application installations
- Technical support services
- Software Installation
- Application support
- Logging support tickets
Timeline
Help Desk Analyst
Bank of Montreal
09.2023 - 05.2024
Contact Center Representative
TD CANADA TRUST
04.2022 - 03.2023
Shift Supervisor
FAT BASTARD BURRITO
06.2020 - 03.2022
Global Hospitality Operations Management -
Conestoga College Institute of Technology And Advanced Learning
Operations Leadership in Food Manufacturing -
Conestoga College Institute of Technology And Advanced Learning
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