Radhika Gupta
Brampton,ON
Summary
Dynamic customer service professional with a proven track record at Telus, excelling in technical diagnostics and creative problem-solving. Adept at enhancing customer relations and resolving complex issues efficiently. Recognized for maintaining high-quality standards and achieving successful outcomes in challenging situations, ensuring customer satisfaction and loyalty.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Target Park, Control Centre
Toronto, Ontario
08.2024 - Current
- Assisted customers with inquiries using CRM software and live chat tools.
- Trained new staff on customer service protocols and system usage.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved customer complaints through effective communication and problem-solving techniques.
- Maintained customer records in the database for easy access and updates.
Product Care Specialist
Telus
Mississauga, Ontario
04.2024 - Current
- Diagnose and repair smartphones, tablets, and other telecom devices using certified diagnostic tools and software.
- Inspect electronic devices for defects or damage, and record key data like IMEI, Serial Number, and model code for service records.
- Perform software updates, OS configuration, and secure data wipes in compliance with privacy policies.
- Repair and replace electronic components (e.g., flexes, RF cables) using specialized tools and schematic diagrams.
- Conduct functional and cosmetic quality checks, including RF diagnostics and calibration for components like fingerprint sensors and cameras.
Cashier
Hero Certified Burgers
Brampton, ON
04.2022 - 08.2023
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Assisted customers with returns, refunds and resolving transaction issues.
- Helped customers complete purchases, locate items, and join reward programs.
- Generated weekly and monthly reports on sales performance to provide recommendations to meet sales goals.
- Operated cash register to record transactions accurately and efficiently.
Claims Processor
Optum Global Solutions
, Haryana
01.2019 - 04.2022
- Verified insurance coverage by reviewing policies, endorsements, and other documents.
- Posted payments to accounts and maintained records.
- Negotiated disputed bills or invoices totalling up to $50,000, achieving successful resolution.
- Maintained detailed financial records of accounts receivable and payable status and bank reconciliations.
- Identified fraudulent activity by comparing customer information against established criteria.
- Coordinated benefits while applying applicable deductibles, co-insurance and out of pocket cost.
Technical Support Consultant
CRB Technology
, Punjab
04.2018 - 01.2019
- Identified opportunities for process improvement by researching new technologies and products.
- Collaborated with team members on complex technical projects to ensure successful completion within timeline.
- Conducted regular maintenance checks on company computers to identify potential problems before they arise.
- Utilized remote access tools to diagnose and resolve technical issues remotely.
- Provided technical support for customers via phone, email and chat; responded to customer inquiries promptly and professionally.
Education
Certification - Artificial Intelligence and Data Science
Loyalist College of Toronto
Toronto12.2022
Bachelor of Science (B.S.) - Non-medical And Computer Applications
Punjabi University
India04.2018
Skills
- Microsoft Word
- Customer relations
- Microsoft Excel
- Microsoft PowerPoint
- Retail sales customer service
- Data analysis
- Quality assurance
- CRM software
- Technical diagnostics
- Transaction processing
- Data management
- Inbound and outbound calling
- Technical support
- Creative problem solving
Accomplishments
- Secured Scholarship in metric based on final grades
- Secured Scholarship in +2 based on final grades
- 8 times awarded for Best Employee Of the month in Optum Global solutions
- 1 time Awarded for Quarterly best Employee
References
References available upon request.
Timeline
Customer Service Representative
Target Park, Control Centre
08.2024 - Current
Product Care Specialist
Telus
04.2024 - Current
Cashier
Hero Certified Burgers
04.2022 - 08.2023
Claims Processor
Optum Global Solutions
01.2019 - 04.2022
Technical Support Consultant
CRB Technology
04.2018 - 01.2019
Certification - Artificial Intelligence and Data Science
Loyalist College of Toronto
Bachelor of Science (B.S.) - Non-medical And Computer Applications
Punjabi University