Pooja Nair
Downsview,ON
Summary
As a dedicated and empathetic professional, leveraging extensive experience in client engagement and problem-solving to help clients understand and manage their financial obligations. Aim to provide clients with tailored repayment options, ensuring that meet their contractual obligations and prevent further delinquencies. Passionate about making a positive impact on clients' financial well-being by using knowledge of cash management, credit solutions, and wealth protection. Thrive in dynamic, client-focused environments and committed to CIBC's values of trust, teamwork, and accountability.
Overview
4
4
years of professional experience
Work History
Shift Manager
Tim Hortons
01.2023 - Current
- Led a team of 15 staff members, overseeing daily operations and ensuring adherence to company standards
- Implemented training programs to enhance employee skills and improve customer service quality
- Developed and optimized work schedules to meet operational needs while minimizing labor costs
- Conducted performance evaluations and provided constructive feedback to team members to foster professional growth
- Managed inventory levels and monitored product quality to maintain optimal stock levels and minimize waste
- Resolved customer complaints and inquiries promptly and effectively, maintaining high levels of customer satisfaction
- Implemented safety protocols and ensured compliance with health and safety regulations
- Collaborated with management to develop and implement strategies to increase sales and profitability
- Participated in team meetings and contributed ideas for process improvements and operational efficiencies
- Maintained a positive and productive work environment, fostering teamwork and camaraderie among staff members.
Team Member
Tim Hortons
01.2023 - 11.2023
- Collaborated with colleagues to efficiently serve customers, maintain cleanliness, and uphold company standards
- Demonstrated proficiency in various roles, including cashiering, food preparation, and beverage crafting
- Worked effectively in a fast-paced environment, prioritizing tasks and adapting to changing demands
- Provided excellent customer service, ensuring orders were accurate and delivered with a friendly demeanor
- Followed established procedures for food safety and hygiene, contributing to a safe and sanitary work environment
- Assisted team leaders and supervisors in coordinating workflow and resolving operational challenges.
Customer Service Representative
TCS, India
01.2022 - 11.2022
- Handled a diverse range of customer inquiries and issues promptly and efficiently, ensuring high levels of customer satisfaction
- Provided exceptional customer service through various channels including phone calls, emails, and chat support, adhering to established service level agreements
- Demonstrated expertise in navigating and utilizing the company's CRM system to manage customer interactions, update information, and escalate issues as necessary
- Collaborated effectively with cross-functional teams and departments to escalate and resolve customer concerns that required specialized expertise
- Utilized active listening skills to understand customer needs and provide appropriate solutions or recommendations
- Identified opportunities for process improvements based on customer feedback and operational insights, contributing to enhanced service delivery and efficiency.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Representative
Palm Group of Companies, India
03.2020 - 06.2021
- Provided exceptional customer service by actively listening to customer concerns, empathizing with their needs, and offering timely and effective solutions
- Applied comprehensive knowledge of Palm Group's product offerings to address customer queries, troubleshoot technical issue, and recommend appropriate solutions
- Managed approximately 30 incoming calls and mail, escalated customer complaints with tact and professionalism, ensuring swift resolution to maintain customer satisfaction and loyalty
- Participated in ongoing training sessions to stay abreast of product updates, customer service best practices, and company policies
- Utilized strong interpersonal skills to build rapport and establish trust with customers, ensuring positive and memorable interaction.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
Post-Grad Diploma - Business Analysis
George Brown College
Toronto, ON04.2024
Post-Grad Diploma - Health Informatics
George Brown College
Toronto, ON12.2023
Bachelors - BHMS
A J Savla Homeopathic College And RI
India11.2021
Skills
- Customer Relationship Management
- Team Leadership
- Effective Communication
- Multi-channel Support
- Conflict Resolution
- Empathy and Patience
- Technical Proficiency
- Attention to Detail
- Product Knowledge
- Positive Attitude
- Quality Assurance
- Follow-up and follow through
- Data Analysis
- Time Management and Prioritization
- Crisis Management
- Customer Service Excellence
- Budget Planning
- Loan Processing
- Credit Counseling
- Debt management
- Financial Literacy
- Multitasking
- Adaptability and Flexibility
- Report monitoring
Languages
English
Full Professional
Timeline
Shift Manager
Tim Hortons
01.2023 - Current
Team Member
Tim Hortons
01.2023 - 11.2023
Customer Service Representative
TCS, India
01.2022 - 11.2022
Customer Service Representative
Palm Group of Companies, India
03.2020 - 06.2021
Post-Grad Diploma - Business Analysis
George Brown College
Post-Grad Diploma - Health Informatics
George Brown College
Bachelors - BHMS
A J Savla Homeopathic College And RI
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