Rachel Saiju
Mississauga,ON
Summary
Skilled Customer Service Officer with experience in handling customer inquiries, complaints, and providing solutions promptly. Strong skills include problem-solving, active listening, and effective communication. Have contributed to enhancing customer satisfaction levels in previous roles by delivering high-quality service consistently.
Overview
10
10
years of professional experience
Work History
Customer Service Officer
Briller Software Solutions Inc
Mississauga, Ontario
07.2024 - 03.2025
- Provided general administrative support including filing documents, scheduling appointments.
- Answered customer inquiries via telephone, email and face-to-face contact.
- Managed daily operations of the Customer Service Department.
- Ensured compliance with applicable laws and regulations related to customer service activities.
- Assisted customers with placing orders for products and services.
- Implemented best practices regarding customer service standards across all channels.
- Identified potential opportunities to upsell products or services to customers.
- Resolved customer issues in an efficient and timely manner.
- Performed follow-up calls to ensure customer satisfaction with product and service delivery.
Customer Support Specialist
Infinity Software Solutions Pvt. Ltd
Mississauga, Ontario
06.2022 - 06.2024
- Researched customer inquiries using available resources such as FAQs and online forums.
- Identified areas of improvement in existing processes or procedures used for providing support services.
- Developed innovative strategies to improve customer experience with the product or service offered by the company.
- Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
- Prepared daily activity reports summarizing activities related to customer support requests.
- Created detailed reports on customer feedback for management review.
- Collaborated closely with other departments such as sales or marketing to resolve complex customer issues quickly and efficiently.
- Coordinated with third-party vendors when necessary for resolving escalated customer issues.
- Assisted in developing training materials related to new products or services being released.
Customer Service Representative
Rockwell Automation
Noida, India
03.2020 - 03.2022
- Provided accurate information about products and services to customers.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained a high level of professionalism when dealing with difficult customers.
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Developed positive relationships with customers through friendly interactions.
Customer Service Representative
Accenture Solutions Pvt. Ltd
Noida, India
10.2014 - 07.2019
- Provided accurate information about products and services to customers.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Developed strong relationships with customers by providing personalized assistance and support.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained a high level of professionalism when dealing with difficult customers.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Answered customer inquiries and provided accurate information regarding products and services.
- Answered customer inquiries via phone, email, and chat.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
Education
MBA - Human Resources Management
Garden City College
India05-2015
Skills
- Customer service
- Regulatory compliance
- Order management
- Customer relationship management
- Process improvement
- Communication skills
- Time management
- Report generation
- Problem solving
- Conflict resolution
- Records maintenance
- Call center experience
- Complaint handling
- Inbound call management
- Database management
- Call documentation
- Documentation and reporting
- Service recommendations
- Training development aptitude
- Grammar
- Proofreading
- Prioritization
- Strong teamwork
- Positive and professional
Timeline
Customer Service Officer
Briller Software Solutions Inc
07.2024 - 03.2025
Customer Support Specialist
Infinity Software Solutions Pvt. Ltd
06.2022 - 06.2024
Customer Service Representative
Rockwell Automation
03.2020 - 03.2022
Customer Service Representative
Accenture Solutions Pvt. Ltd
10.2014 - 07.2019
MBA - Human Resources Management
Garden City College
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