Priyanka Jatav
New Westminster,BC
Summary
Diligent customer support executive with a proven track record in effectively managing phone, online, and consultative communications with customers. Skilled in proactively identifying opportunities and cultivating strong relationships with both current and prospective customers. Known for consistently exceeding customer support and service expectations by swiftly resolving issues. Adept at providing timely and efficient solutions, ensuring customer satisfaction and loyalty.
Overview
8
8
years of professional experience
Work History
Customer Support Executive
Rogers Communications
03.2021 - 07.2024
- Engage with customers via phone, providing tailored advice and solutions to meet their needs. Build a trustworthy relationship with clients to promote products, services, and foster long-term retention.
- Deliver exceptional, courteous, and efficient customer service to create a memorable experience & Serve as a product and service expert, analyzing customer accounts and billing details to understand their needs.
- Resolve customer concerns with patience and empathy.
- Use persuasive techniques to highlight the advantages of upgrades or add-ons that suit the customer’s needs.
- Strengthen customer loyalty by presenting targeted solutions and promotions for continued satisfaction.
- Overcome objections by offering alternative options that meet customer needs and secure sales & Consistently achieve or surpass sales targets by identifying and capitalizing on sales opportunities.
Customer Service Executive
Holiday Inn
01.2019 - 02.2021
- Worked with company systems live support, managed chat flow with up to 3 consecutive chats in queue.
- Verified guest information and payment options ensuring accuracy and completeness.
- Maintain a comprehensive understanding of the company's products or services to provide accurate information, guide customers effectively, and ensure customer satisfaction
- Supported client budget requirements by obtaining best rates from various travel sites.
- Collected, verified and documented customer and reservation details.
- Produced and distributed daily floor sheets detailing reservations.
- Document customer interactions, inquiries, and resolutions accurately in the CRM system or chat software for future reference and analysis.
Client Service Associate
Hotel Hilton
07.2016 - 12.2018
- Handling guest hotel reservations over the phone and chat, addressing customer grievances, work with sales department in regards to occupancy, rates, reservation analysis, providing promotional offers and upgrades to guests.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Coordinated client meetings to offer expert, individualized service, driving sales and boosting brand loyalty.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Education
Hospitality Management - Customer Service
APG University
India 07-2016
Skills
- Trend detection and analysis
- Data reconciliation reporting
- Cost reduction strategies
- Customer inquiry management (CIM)
- Sales improvement
- Complaint resolution
- Promotional support
- Database management
Languages
English
Full Professional
Timeline
Customer Support Executive
Rogers Communications
03.2021 - 07.2024
Customer Service Executive
Holiday Inn
01.2019 - 02.2021
Client Service Associate
Hotel Hilton
07.2016 - 12.2018
Hospitality Management - Customer Service
APG University
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