Prachi Chauhan
North York,ON
Summary
I have significant experience working in high-stress call centers and providing customer service. I am skilled at staying calm and focused in pressure-filled situations, efficiently gathering important information, and providing the necessary resources. Additionally, I possess strong communication and multitasking skills and am committed to delivering exceptional service, especially in stressful situations.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Dispute Service Advisor
NTT Data
11.2021 - Current
- Answer enquiries, resolve problems and discrepancies concerning customers' accounts
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Provide information about claims and creating new claims.
- Respond to enquiries and emergencies
- Maintained high customer satisfaction standards to meet or exceed targets.
- Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by addressing and resolving inbound calls and inquiries in a timely manner.
Regulated Canadian Immigration Consultant
Owner of Rhinestone Immigration Services Inc.
01.2021 - Current
- Developed tailored strategies for complex cases, increasing the chances of successful outcomes.
- Conducted comprehensive interviews with clients to gather necessary information for case evaluations and strategy development.
- Managed a diverse caseload, prioritizing tasks efficiently to meet strict deadlines and maintain client satisfaction.
- Maintained up-to-date knowledge of immigration laws and policies to provide accurate advice to clients.
- Maintained detailed records of each case handled diligently ensuring efficient follow-ups when required.
- Minimized risk exposure through careful advice on business operations and strategic plans.
Customer Engagement Associate
Contact Point 360
01.2021 - 08.2021
- Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Listened to customer needs and desires to identify and recommend optimal products.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
Advisor I Sales
Concentrix
05.2019 - 07.2020
- 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.
- Improved first-call resolution rates by efficiently managing customer issues and complaints.
- Retained valuable clients by providing empathetic support during challenging situations or escalations, leading to issue resolution.
- Exhibited strong multitasking skills on a daily basis by handling multiple phone lines without compromising the quality of service provided.
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
- Upheld data security standards while documenting customer interactions within the company''s CRM system, ensuring accuracy and confidentiality.
Counsellor
Western Overseas Study Abroad Pvt. Ltd.
12.2014 - 05.2018
- Improved client satisfaction through consistent communication, empathy, and understanding of their unique challenges.
- Provided exceptional customer service by addressing client inquiries promptly and professionally, resulting in positive feedback and referrals.
- Assisted clients in setting realistic goals, developing action plans, and monitoring progress towards achievement.
- Organized informative workshops and seminars to educate prospective students on study visa opportunities and processes.
- Maintained accurate documentation of client interactions, assessments, and progress notes for effective case management.
- Communicated closely with other counselors to devise programs and activities based on developmental and academic levels.
Business Executive
Insif India
04.2013 - 11.2014
- Processed and sent invoices, adjustments and credit memos to customers.
- Interacted with customers and vendors with utmost professionalism to solve various problems.
- Organized files, developed spreadsheets, faxed reports and scanned documents to bolster organizational workflow.
- Coordinated timely payments from vendors, clients and account holders.
Education
Immigration Consultant Diploma - Immigration Law
Academy of Learning College
Mississauga03.2021
BBA - Business Administration
Guru Jambheshwar University of Science & Technolog
Haryana, India01.2018
Master Diploma in Computer Information & System - Computer Information Systems
Excel Net Computers Education Centre
Haryana, India10.2011
Skills
- Customer Service
- Computer Skills
- Multitasking and Organization
- Stress Tolerance
- Decision-Making
- Emergency Management
- Information Analysis
- Critical Thinking
- Active Listening
- Call prioritization
- Attention to Detail
Accomplishments
Achieved CLB (Canadian Language Benchmark) 9 in CAEL.
Several times recognized as Employee of the Month for outstanding performance and team contributions. Consistently maintained high customer satisfaction ratings.
Planned and executed all aspects of a major office headquarter move.
Led team to achieve extraordinary results, earning recognition from upper management and financial rewards
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Punjabi
Full Professional
Urdu
Professional Working
Certification
ACCOMPLISHMENTS Achieved CLB (Canadian Language Benchmark) 9 in CAEL. Several times recognized as Employee of the Month for outstanding performance and team contributions. Consistently maintained high customer satisfaction ratings. Planned and executed all aspects of a major office headquarter move. Led team to achieve extraordinary results, earning recognition from upper management and financial rewards
Timeline
Dispute Service Advisor
NTT Data
11.2021 - Current
Regulated Canadian Immigration Consultant
Owner of Rhinestone Immigration Services Inc.
01.2021 - Current
Customer Engagement Associate
Contact Point 360
01.2021 - 08.2021
Advisor I Sales
Concentrix
05.2019 - 07.2020
Counsellor
Western Overseas Study Abroad Pvt. Ltd.
12.2014 - 05.2018
Business Executive
Insif India
04.2013 - 11.2014
Immigration Consultant Diploma - Immigration Law
Academy of Learning College
BBA - Business Administration
Guru Jambheshwar University of Science & Technolog
Master Diploma in Computer Information & System - Computer Information Systems
Excel Net Computers Education Centre
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