Parin Khaki
Burnaby,British Columbia
Summary
Dynamic customer service professional with extensive experience at FortisBC, recognized for resolving complex issues and enhancing customer loyalty. Skilled in problem-solving and relationship building, I consistently exceeded performance metrics and contributed to sales growth through tailored solutions. Committed to fostering a positive service culture and improving customer satisfaction.
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
18
18
years of professional experience
Work History
Customer Service Representative Senior
FortisBC
06.2011 - 10.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Participated in training programs to enhance product knowledge and customer service skills.
- Educated customers about billing, payment processing and support policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
Customer Service Representative
Canadian Springs
04.2007 - 05.2011
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Improved resolution time with effective problem-solving for customer complaints.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
Customer Service Representative
TARGET INTELIGENCE MARKETING INC
03.2006 - 04.2007
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Bachelor of Science - F.Y COMMERCE
University of Mumbai India
Mumbai India04-1983
Skills
- Customer service
- Problem-solving
- Active listening
- Adaptability and flexibility
- Computer proficiency
- Team collaboration
- Customer relations
- Problem resolution
- Time management
- Complaint handling
- Critical thinking
- Relationship building
- Complaint resolution
- Scheduling
- Decision-making
- Task prioritization
Languages
English
Full Professional
Hindi
Professional Working
Punjabi
Limited Working
Timeline
Customer Service Representative Senior
FortisBC
06.2011 - 10.2023
Customer Service Representative
Canadian Springs
04.2007 - 05.2011
Customer Service Representative
TARGET INTELIGENCE MARKETING INC
03.2006 - 04.2007
Bachelor of Science - F.Y COMMERCE
University of Mumbai India
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