Summary
Overview
Work History
Education
Skills
Timeline
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PRATHYUSHA SURE

3845 Sheppard Ave E, Scarborough,ON

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

5
5
years of professional experience

Work History

Customer Service Associate - Rogers/Fido

Tech Mahindra
08.2023 - Current
  • Responded to customer inquiries and provided accurate information about products and services via live chat.
  • Monitored customer conversations and provided timely, knowledgeable assistance.
  • Asked open-ended questions to determine which products or services would be best fit for customer's needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Demonstrated expertise in the company's products, to build trust and credibility with customers which lead to stronger customer loyalty.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Cross-trained and provided backup support for organizational leadership.

Customer Service Representative - Fanatics/RBH

Teleperformance
11.2021 - 08.2023
  • Review customer accounts and proactively reach out about upgrades or support issues.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Utilized CRM software to maintain detailed records of customer interactions for future reference and analysis.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Well-versed in the product line and identify opportunities to upsell or cross-sell additional products or services to customers and recommend complementary items or upgrades that meet the customer's needs, potentially increasing sales revenue.

Customer Experience Associate

Walmart
06.2021 - 01.2022
  • Suggested operational improvements to enhance quality, improve production times and reduce costs.
  • Cross-trained and provided backup support for organizational leadership.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.

Team Lead - Airtel

SYKES
08.2019 - 11.2020
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Coached team members in techniques necessary to complete job tasks.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Worked closely with other departments to understand full scope of available offerings and provide top-notch salesmanship to customers.
  • Kept detailed track of sales and customer information in company system.

Education

Post Graduate Diploma - Human Resources Management

GeorgianCollege
Toronto, ON
12.2022

Post Graduate Diploma - Technical Systems Analysis

Fanshawe College
London, ON
12.2021

Bachelor of Science - Computer Science Engineering

GVP College
06.2019

Skills

  • Customer Service
  • Technical Support
  • Computer Proficiency
  • Customer Relationship Management
  • Microsoft Office
  • Administrative and Office Support
  • Retail Sales Management
  • B2B Sales and B2C Sales
  • Exceptional Interpersonal Communication
  • Upselling Techniques
  • Managing Operations and Efficiency

Timeline

Customer Service Associate - Rogers/Fido

Tech Mahindra
08.2023 - Current

Customer Service Representative - Fanatics/RBH

Teleperformance
11.2021 - 08.2023

Customer Experience Associate

Walmart
06.2021 - 01.2022

Team Lead - Airtel

SYKES
08.2019 - 11.2020

Post Graduate Diploma - Human Resources Management

GeorgianCollege

Post Graduate Diploma - Technical Systems Analysis

Fanshawe College

Bachelor of Science - Computer Science Engineering

GVP College

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PRATHYUSHA SURE