Pooja Kapoor
Kitchener
Summary
Energetic Customer Service Representative with five years work tenure in resolving complex customer services including sales, tech support.
Passionate about building sustainable customer relationships, driving brand loyalty and increasing customer.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Hinduja Global Solutions, HGS
10.2023 - 12.2023
- Handle 90+ calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information, and cancelling services
- Received an average 85% customer satisfaction rating to date, 15% higher than the company average
- Assist customers with account queries, billing issues, payment arrangements and service promotions.
- Document each customer's account accessed with information provided including the outcome of the call.
Team Member
Value village
12.2019 - 08.2023
- Retail Merchandise Sorter and Pricer
- Inventory Receiver, Processor and Stocker
- Material Handlers and Recycler.
Customer Service Representative
Accenture solutions
11.2017 - 10.2019
- Contacting customers through calls and emails for the collection of outstanding balances
- The average monthly value of portfolio is over £90m
- Investigating and collection information in order to resolve invoice queries
- Handling weekly/ monthly review conference calls with process owners in UK to keep posted on the progress and review of monthly debt position
- Prepare debtors report for client call on various profit centers
- Report on number of invoices raised, converted into cash and credit notes raised
- Assisting team clearing all receipts on the same day (Cheque, BACS and CHAPS)
- Research and clearance of unallocated receipts lying in bank GLs and debtors' accounts
- Liaise with cash allocation team to post journal to customer account to make adjustment entries and posting of Cash in transit entry at month end.
Customer Service Representative
Intelenet Global Services
05.2016 - 11.2017
- Contacting customers through calls and emails for the collection of outstanding balances
- The average monthly value of portfolio is over £50m
- Investigating and collection information to resolve invoice queries
- Handling weekly/ monthly review conference calls with process owners in UK to keep posted on the progress and review of monthly debt position
- Prepare debtors report for client call on various profit centers
- Report on number of invoices raised, converted into cash and credit notes raised
- Assisting team clearing all receipts on the same day (Cheque, BACS and CHAPS)
- Research and clearance of unallocated receipts lying in bank GLs and debtors' accounts
- Liaise with cash allocation team to post journal to customer account to make adjustment entries and posting of Cash in transit entry at month end.
Education
Bachelor of Commerce -
Delhi University - India
01.2012
Skills
- Sound knowledge of MS Excel and SAP
- Accounts receivable procedures
- Basic bookkeeping, Credit and accounting principles
- Customer service
- Organizational skills
- Problem solving and quick learner
- Leadership skills
- Decision making
- Active listening and adaptability
- Team work and flexibility
Accomplishments
- Promoted from Senior executive to Subject Matter Expert
- Received many VOC from client for efficient management of the portfolio
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
Languages
English
Full Professional
Hindi
Native or Bilingual
Punjabi
Professional Working
Timeline
Customer Service Representative
Hinduja Global Solutions, HGS
10.2023 - 12.2023
Team Member
Value village
12.2019 - 08.2023
Customer Service Representative
Accenture solutions
11.2017 - 10.2019
Customer Service Representative
Intelenet Global Services
05.2016 - 11.2017
Bachelor of Commerce -
Delhi University - India
Similar Profiles
Adedeji AdesokanAdedeji Adesokan
Project Manager at Hinduja Global Solutions, HGSProject Manager at Hinduja Global Solutions, HGS
Gagan Singh GGagan Singh G
Senior Process Consultant at Hinduja Global Solutions, HGSSenior Process Consultant at Hinduja Global Solutions, HGS
Meesala SravanthiMeesala Sravanthi
Software Test Engineer at Hinduja Global Solutions (HGS)Software Test Engineer at Hinduja Global Solutions (HGS)
Ave Gayle MalagaAve Gayle Malaga
Customer Support Specialist at Hinduja Global Solutions, HGSCustomer Support Specialist at Hinduja Global Solutions, HGS
Soham GajjarSoham Gajjar
Quality Technician at Jefferson Ellora CorporationQuality Technician at Jefferson Ellora Corporation