Palak Mehta
Summary
Professional customer service expert with strong communication and problem-solving skills. Proven ability to handle customer inquiries and resolve issues efficiently while maintaining high standards. Strong focus on team collaboration and adaptability to changing needs. Known for reliability, empathy, and results-driven approach in high-pressure environments.
Overview
5
5
years of professional experience
Work History
Technical Support Representative
Bell Canada
09.2023 - Current
- Engaged with customers to address inquiries, resolve issues, and provide information on Bell products and services.
- Took new orders from customers, processed service requests, modifications, and cancellations.
- Identified and addressed customer concerns, escalating issues when necessary to ensure timely resolution.
- Utilized ticketing systems to document, track, and manage customer service requests and technical support cases.
- Provided technical support for Bell internet, TV, and phone services.
- Supported sales efforts by informing customers about new products, promotions, and services.
- Collected and recorded customer feedback to support continuous improvement in Bell's services and products.
- Accurately documented customer interactions and transactions in Bell's order-max systems.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Customer Service Representative/Transportation Dispatcher
Domain Logistics
01.2022 - 09.2023
- Coordinated and assigned optimal routes for drivers to ensure timely, efficient deliveries and monitored schedules to address demand changes and delays.
- Served as a primary communication point between drivers, customers, and internal teams, providing real-time updates and resolving issues as they arose.
- Maintained detailed records of dispatch activities, customer interactions, transactions, and feedback in the CRM system and dispatch software.
- Addressed logistical challenges, such as traffic delays or vehicle breakdowns, to minimize disruptions to delivery schedules.
- Ensured all transportation activities complied with company policies and relevant regulations, using GPS tracking systems to optimize fleet movements.
- Engaged with clients to address inquiries, provide information on services, and resolve shipment-related issues.
- Processed customer orders, ensuring accurate documentation and clear communication with internal departments to meet customer requirements.
- Supported sales efforts by informing customers about additional services and promotions relevant to their logistics needs, enhancing overall service levels.
Customer Service Representative
Amazon.in
11.2019 - 11.2021
- Engaged with customers via phone, email, or chat to address inquiries, resolve issues, and provide information about Amazon products and services.
- Processed customer orders, including new purchases, modifications, cancellations, returns, and exchanges, ensuring accurate and timely handling.
- Identified and resolved customer concerns, escalating complex issues to higher-level support teams when necessary.
- Provided technical support for Amazon digital products, including Kindle, Echo, and Alexa devices.
- Informed customers about new products, promotions, and services to support sales efforts.
- Utilized ticketing tools to document, track, and manage customer interactions and service requests in Amazon's systems.
- Collected and documented customer feedback to aid in continuous improvement of Amazon's services and products.
Education
PGDM - Strategic Marketing Communications
Conestoga College Institute of Technology And Advanced Learning
Kitchener, ON08-2023
BBA - Accounting And Finance
Univeristy of Mumbai
Mumbai, India08-2021
Skills
- Call Center Operations
- Customer service expert
- Product Troubleshooting
- Technical Support
- Technical Troubleshooting
- Remote Support & Conflict Resolution
- Customer Service & Support
- Ticket management
- Ticket support system management
- MS OFFICE
- Power BI, Vlookup, Xlookup, Pivot tables
- Time management & Detail-oriented
Languages
English
Native or Bilingual
Timeline
Technical Support Representative
Bell Canada
09.2023 - Current
Customer Service Representative/Transportation Dispatcher
Domain Logistics
01.2022 - 09.2023
Customer Service Representative
Amazon.in
11.2019 - 11.2021
PGDM - Strategic Marketing Communications
Conestoga College Institute of Technology And Advanced Learning
BBA - Accounting And Finance
Univeristy of Mumbai
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