Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Puja Shah

Toronto,Canada

Summary

Dedicated customer service professional delivering innovative and informed solutions to meet diverse customer needs. Skilled in leading customer service-focused teams to improve ratings, reduce complaints, and drive business growth.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Collections Agent

SinglePoint Inc
Toronto, ON
03.2025 - Current
  • Managed high volumes of inbound and outbound calls (30-40 calls per day), assisting customers with inquiries, troubleshooting issues, and processing requests.
  • Received payments and posted amounts to customer accounts.
  • Adhered to company policies and applicable laws while collecting debts from customers.
  • Tracked and reported on collections activity and performance metrics to management.
  • Utilized CRM systems to accurately document customer interactions and update records.

Customer Experience Associate

Scotia Bank
Saskatoon
05.2024 - 01.2025
  • Conducted comprehensive customer due diligence (CDD) and enhanced due diligence (EDD) to ensure compliance with regulatory requirements.
  • Efficiently processed payments and handled foreign exchange transactions, ensuring accuracy and compliance with financial regulations.
  • Reviewed and analyzed customer transactions to detect potential suspicious activities, and mitigate financial crime risks.
  • Prepared and filed Suspicious Activity Reports (SARs) in compliance with regulatory standards.
  • Delivered high-quality customer service by resolving issues promptly and providing effective solutions, enhancing customer satisfaction and loyalty.
  • Improved operational efficiency by consistently documenting all transactions electronically during shifts, leading to better customer service outcomes.
  • Ensured 100% accuracy in cash drawer balances at shift start and end, minimizing discrepancies through diligent counting and verification processes within each shift.

Account Specialist

Shaw Communications
Winnipeg
10.2022 - 09.2023
  • Led coordination with sales and inventory teams to ensure timely shipments, managed order processing (printing, picking, slotting, packing, releasing), showcasing strong leadership and organizational skills.
  • Resolved inventory issues, maintained accurate records for inbound and outbound cargo, and monitored inventory levels, ensuring ecient operations and high customer satisfaction.

Senior Shipment Lead

Old Navy
Winnipeg
01.2022 - 09.2022
  • Managed inbound calls, assisting policyholders with vaccine appointments and related queries. Delivered personalized, friendly service, maintaining high levels of customer retention and satisfaction, and eciently handled 30+ customer interactions daily.
  • Collaborated closely with upper management to enhance service quality and customer satisfaction, demonstrating leadership in identifying and implementing improvements.

Education

Bachelor of Computer Applications -

SEMCOM
Anand, Gujarat, India
03.2018

Skills

  • Leadership
  • Customer Service
  • Communication Skills
  • Critical thinking
  • Problem solving
  • Client Relationship Management
  • Portfolio management
  • Risk-Return Analysis
  • Mutual Fund Performance Assessment
  • Transaction Management
  • Microsoft Office tools
  • Microsoft Word
  • Teamwork
  • Financial Planning
  • Account management
  • Sales Management

Certification

Investment Funds in Canada (IFIC), 10/01/24, Present

Timeline

Collections Agent

SinglePoint Inc
03.2025 - Current

Customer Experience Associate

Scotia Bank
05.2024 - 01.2025

Account Specialist

Shaw Communications
10.2022 - 09.2023

Senior Shipment Lead

Old Navy
01.2022 - 09.2022

Bachelor of Computer Applications -

SEMCOM

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Puja Shah