Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Palak Khasria

Montreal,QC

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

7
7
years of professional experience

Work History

Operations CSR II

TELUS International (CDA) Inc.
10.2022 - Current
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
  • Streamlined communication between departments, ensuring timely resolution of customer concerns.
  • Assigning appropriate advisor to the requested service based on the customer's needs and prioritize files according to the level of urgency.
  • Respond to calls from advisors regarding a variety of requests, such as availability updates, file reallocations and explanations of welcome center procedures.
  • Assume other responsibilities as required.

Customer Service Representative

Mouvement Desjardins
11.2019 - 08.2022
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Daily use of specific software to manage calls, consult customer accounts and track financial transactions.
  • Efficiently resolve problems related to bank accounts, credit cards and other financial services.
  • Accompany members and customers in the choice and optimal use of various tools and alternative channels favoring their autonomy and automation.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Sales Representative - Insurances

National Bank Of Canada
11.2018 - 11.2019
  • Client Credit Card activation.
  • Identifying and targeting high-potential accounts.
  • Setting up and maintaining customer files: computer entry,
    administrative management, filing claims and supporting documents.
  • Negotiated contracts to secure long-term business relationships and favorable pricing for clients.
  • Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates.
  • Maintaining monthly sales quotas.

Customer Service - QA/Trainer

GEXEL Telecom
05.2017 - 11.2018
  • Conduct call taps to ensure a level of quality in line with campaign policies and to evaluate agents' customer approach.
  • Evaluate and compile results for each call listened.
  • Transmit comments and important cases to managers.
  • Communicate individual and team results, identify performance gaps, as well as implement and monitor development plans in terms of quality, sales and productivity.
  • Carry out administrative tasks (e-mails, follow-ups, invoice cancellations/explanations, closing files, etc.).
  • Training new employees.
  • Take incoming and outgoing calls.

Education

D.E.C - Computer Science Technology - Presently Enrolled

LaSalle College
Montreal, QC

High School Diploma -

École Lucien-Pagé
Montréal, QC
06.2015

Skills

  • Analytical and problem-solving skills
  • Customer and team relations
  • Active listening
  • Adaptability
  • Technology - Computer Science

Languages

French
Native or Bilingual
English
Native or Bilingual
Punjabi
Native or Bilingual

Timeline

Operations CSR II

TELUS International (CDA) Inc.
10.2022 - Current

Customer Service Representative

Mouvement Desjardins
11.2019 - 08.2022

Sales Representative - Insurances

National Bank Of Canada
11.2018 - 11.2019

Customer Service - QA/Trainer

GEXEL Telecom
05.2017 - 11.2018

D.E.C - Computer Science Technology - Presently Enrolled

LaSalle College

High School Diploma -

École Lucien-Pagé

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Palak Khasria