Pooja Sharma
TORONTO,ON
Summary
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
5
5
years of professional experience
Work History
Customer Care Representative
Fidelity Investments
Toronto, ON
03.2025 - Current
- Generated CRM reports to identify problems and recommend enhancements.
- Collaborated with sales team to develop strategies that promote growth.
- Ensured adherence to data protection regulations during customer information management.
- Kept abreast of company products, services, and promotional offerings.
- Compiled monthly reports on customer service metrics, highlighting call volume and resolution rates.
- Delivered training support to new hires regarding customer service protocols.
- Facilitated escalation of unresolved issues needing advanced investigation or expertise.
- Resolved customer complaints promptly at service desk.
Cashier Supervisor
compass Group Canada
Toronto, Downtown, ON
02.2023 - 12.2024
- Managed cash register functions, ensuring precise cash drawer counts and bank deposits during shifts.
- Delivered comprehensive training to new hires on POS usage, store policies, safety measures, and customer service expectations.
- Handled customer transactions, including prompt processing of refunds and exchanges.
- Resolved customer inquiries and issues effectively to enhance satisfaction.
- Performed routine inventory checks to sustain register stock levels.
- Executed complete opening, closing, and shift transition tasks to maintain store operations.
Customer Support Specialist
Concentrix
London, Ontario
03.2022 - 12.2022
- Supervised installation processes for data communication equipment and software to ensure smooth implementation.
- Evaluated customer feedback to suggest meaningful product or service improvements.
- Provided guidance on billing procedures, handled payments, and supported payment option setups.
- Conducted follow-up calls to assess customer satisfaction and identify areas for improvement.
- Resolved escalated complaints while maintaining professionalism and fostering positive customer relationships.
Customer Service Representative
IOS Solutions
North York , ON
09.2021 - 02.2022
- Resolved customer inquiries and complaints through effective problem-solving techniques, enhancing customer satisfaction.
- Fostered positive customer interactions to improve overall service quality and customer experience.
- Informed customers about new products and promotions, contributing to increased customer engagement.
- Recorded customer interactions diligently in company CRM system.
- Entered order specifics, preferences, and billing information into the system.
Education
Master of Arts - International Business Analysis+ Management
Northern College of Applied Arts And Technology
Timmins, ON09-2022
Bachelor of Science - Science Education
Chandigarh University
Mohali09-2020
Skills
- Customer support training
- Relationship management
- Conflict resolution
- Account management
- Sales strategies
- Communication skills
- Data privacy protocols
- Transaction processing
- Product knowledge enhancement
- Effective communication
Languages
English
Full Professional
Hindi
Native/ Bilingual
Timeline
Customer Care Representative
Fidelity Investments
03.2025 - Current
Cashier Supervisor
compass Group Canada
02.2023 - 12.2024
Customer Support Specialist
Concentrix
03.2022 - 12.2022
Customer Service Representative
IOS Solutions
09.2021 - 02.2022
Master of Arts - International Business Analysis+ Management
Northern College of Applied Arts And Technology
Bachelor of Science - Science Education
Chandigarh University