Summary
Overview
Work History
Education
Skills
Timeline
Generic

Pilirani Grace Kaiche

North York,ON

Summary

Energetic Associate offers customer service and resolution expertise paired with outstanding time management and multitasking skills. Diligent team member with 7 years of experience helping customers with returns and refunds and resolving common complaints. Enthusiastic and friendly team player dedicated to maintaining positive attitude focused on customer satisfaction. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.

Overview

10
10
years of professional experience

Work History

Customer Service Representative

Allianceone
12.2023 - Current
  • Answered customer inquiries over the phone and via email.
  • Provided accurate, valid, and complete information to customers.
  • Resolved customer complaints promptly and professionally.
  • Identified opportunities to upsell additional services when appropriate.
  • Gathered customer feedback to suggest improvements for products and services.
  • Assisted customers in navigating through website features and functions to locate desired information or products. like ECHOvcard.com or Provider payments portal.com
  • Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • De-escalated customer issues with proven conflict mediation and problem-solving abilities.
  • Delivered customer support to high call load each shift.
  • Maintained high satisfaction score by consistently resolving first-call issues.
  • Educated customers where applicable to alleviate need for future contact.
  • Built sustainable relationships and trust with customer accounts through open and interactive communication.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Back of House Associate

Sportscheck
Toronto
08.2022 - 11.2023
  • Restocked supplies as needed throughout shift.
  • Ensured quality assurance of all products before distribution or service.
  • Assisted with unloading delivery trucks on a regular basis.
  • Performed closing duties such as cleaning stations thoroughly after each shift ended.
  • Maintained order and cleanliness of work areas to conform with health codes.
  • I tagged and hunged clothing preparing it for display in the stores main floor.
  • Processed incoming shipments to ensure accurate receipt of products into the inventory system.
  • Assisted customers in selecting appropriate merchandise based on their needs and preferences.
  • Organized back-of-house areas for efficient use of space and easy access to products.
  • Trained new employees on proper stocking techniques, back room organization and safety protocols.
  • Provided customer service by assisting with locating items, answering inquiries, and resolving customer issues.

Customer Service Representative

TD Canada Trust
Toronto, ON
10.2020 - 01.2021
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Set up and activated customer accounts.

Hybrid Customer Service Representative

NCO Financial Group
Toronto, ON
09.2019 - 11.2020
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Collected deposits or payments and arranged for billing.
  • Updated databases with new and modified customer data.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Increased customer satisfaction ratings 80% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
  • I worked this position both at the office and from home ,and so i do have remote work experience .

Administrative Assistant

Seneca Collage
Toronto, ON
09.2015 - 09.2019
  • Scheduled appointments, meetings and events for management staff.
  • Directed customer communication to appropriate department personnel.
  • Answered phone calls and emails to provide information, resulting in effective business correspondence.
  • Responded effectively to sensitive inquiries or complaints.
  • Utilized editing programs to proofread content for typo-free emails, memos and documentation.
  • Coordinated appointments, meetings and conferences.
  • Pleasantly welcomed visitors, answered phone calls and maintained front reception desk.
  • Responded to customer issues to provide immediate resolution and improve retention.
  • Handled incoming calls and directed callers to appropriate department or employee.

Sales Associate

Sharati Auto Parts
Lusaka, Central
04.2014 - 08.2015
  • Developed trusting relationships with customers by making personal connections.
  • Sold various products by explaining unique features and educating customers on proper application or usage.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Helped customers find specific products, answered questions and offered product advice.
  • Answered incoming telephone calls to provide store, products and services information.
  • Collected payments and provided accurate change.
  • Assessed customer needs to provide assistance and information on product features.

Education

Bachelor of Science - Hon. Healthcare Management

York University
06.2021

Associate of Arts - Liberal Arts And Science

Seneca College of Applied Arts And Technology
09.2019

Master of Science - Wellness Coaching

Humber College

Skills

  • excellent customer service
  • excellent listening and speaking skills
  • verbal and written communication skills
  • Inbound and Outbound Calling
  • Call Center Operations
  • Problem-solving abilities
  • Customer Relations
  • PC Proficient
  • De-Escalation Techniques
  • Advanced MS Office Suite Knowledge
  • Data Entry Documentation
  • Document Retrieval
  • Data Entry
  • Mail Management
  • Ease with Computers and Technology
  • Computers and Technology
  • Appointment Coordination
  • Multitasking ,flexibility and Time Management
  • Document and File Management
  • Supply Inventory Control
  • Professional and Courteous
  • Judgment and Decision Making
  • Confidentiality and Data Protection
  • Problem Resolution

Timeline

Customer Service Representative

Allianceone
12.2023 - Current

Back of House Associate

Sportscheck
08.2022 - 11.2023

Customer Service Representative

TD Canada Trust
10.2020 - 01.2021

Hybrid Customer Service Representative

NCO Financial Group
09.2019 - 11.2020

Administrative Assistant

Seneca Collage
09.2015 - 09.2019

Sales Associate

Sharati Auto Parts
04.2014 - 08.2015

Bachelor of Science - Hon. Healthcare Management

York University

Associate of Arts - Liberal Arts And Science

Seneca College of Applied Arts And Technology

Master of Science - Wellness Coaching

Humber College

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Pilirani Grace Kaiche