Niti Acharya
Toronto,Canada
Summary
Service-oriented Customer Support Representative with 3+ years of experience in contact center operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers. Results-driven representative promoting warm, inviting service for increased customer satisfaction and business retention. Thrives in fast-paced environments, ready to improve internal processes for easier cross-functional support. Team player happy to offer new employees advice on best practices for managing demanding workloads without sacrificing service quality.
Overview
6
6
years of professional experience
Work History
Customer Service Executive
Tech Mahindra
09.2023 - 08.2024
- Provided support to the telecommunication company such as Rogers & Fido customers upon inquiry for their Wireless mobile account and internet account and answered questions via online chat in timely manner.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Managed multiple chats while maintaining a professional demeanor and ensuring timely resolution of issues.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Monitored key performance indicators to ensure continuous improvement in service quality.
- Described product and service details to customers to provide information on benefits and advantages.
Customer Support Executive
IBA Technologies
01.2022 - 03.2023
- Listened to customers' questions and concerns to provide answers or responses.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Maintained consistent communication with leadership team to manage customer service effectiveness by monitoring performance and assessing metrics.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
Customer Service Specialist
Trimming Industries
04.2018 - 08.2021
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Resolved concerns with products or services to help with retention and drive sales.
- Handled over 40 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Education
Bachelor of Science - Electronics And Computer Engineering Technology
Gandhinagar University
07.2017
High School Diploma -
Gujarat Board
04.2013
Skills
- Consultative Sales Approach
- Customer Service and Assistance
- Client Satisfaction
- Training and Demonstration Development
- Knowledge Base
- MS Office
- Office Management
- Salesforce
- Online chat and email
- Product Sales
- Live chat support
- Issue Escalation
- Customer Retention
- Documentation and notes
- Order Fulfillment
- Bill of Lading
- Customer Satisfaction
- Order Process Management
- Vendor Portals
- Listing Reviews
- Listing Development
- Listing Placement
- Listing Preparation
- Interpersonal Communication
- Excellent Communication
- Flexible and Adaptable
- Self-Motivated
Additional Information
Worked as Admin for listing on various E-Commerce platforms such as Shopify, E-bay, ETSY, Amazon, Magento, Cdiscount, JD.com,
Pinduoduo IncTimeline
Customer Service Executive
Tech Mahindra
09.2023 - 08.2024
Customer Support Executive
IBA Technologies
01.2022 - 03.2023
Customer Service Specialist
Trimming Industries
04.2018 - 08.2021
Bachelor of Science - Electronics And Computer Engineering Technology
Gandhinagar University
High School Diploma -
Gujarat Board
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