RASHI RANE
Toronto,ON
Summary
Results-driven professional with extensive experience in customer service and management roles across diverse industries. Proven track record of fostering positive client relationships, increasing sales figures, and elevating customer service ratings. Proficient in utilizing platforms like Salesforce, SAP, Sage, Hootsuite, Canva, and eCommerce portals such as Amazon, Walmart, and Shopify. Committed to driving operational excellence and enhancing customer satisfaction through innovative strategies and effective team collaboration.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Liv Unltd
12.2021 - Current
- Optimized Procurement: Coordinated with manufacturers and suppliers to secure competitive pricing and accurate part information, enhancing procurement strategies and customer communication.
- Drove Sales Growth: Achieved a 208% increase in fitness repair parts sales and a 341% rise in preventative maintenance sales within one year, significantly boosting customer satisfaction.
- Led High-Performing Team: Supervised and mentored a team of 9 technicians, driving performance and goal achievement to ensure top-tier customer service.
- Enhanced Customer Ratings: Improved Google ratings from 2.5 to 4.3 through targeted engagement and service improvements, elevating overall customer satisfaction.
- Built Client Relationships: Conducted site visits to strengthen client connections, fostering business growth and effectively addressing customer needs.
- Managed Information Systems: Utilized Salesforce for quotes and Sage for inventory management, ensuring accuracy and timely customer information.
- Delivered Excellent Service: Liaised with over 700 customers to ensure prompt repairs and maintain high satisfaction, retention, and loyalty.
- Streamlined Processes: Collaborated with cross-functional teams to improve service delivery, reduce turnaround times, and enhance efficiency.
- Maximized Revenue: Identified upsell opportunities with the sales team, aligning strategies to boost revenue and customer satisfaction.
- Tracked Performance: Developed and monitored KPIs, driving continuous improvement through analysis and corrective actions.
- Handled Warranty Claims: Managed warranty submissions to ensure quick resolutions, reducing downtime and building customer trust.
- Promoted Preventive Maintenance: Increased sales through targeted outreach, focusing on meeting customer needs.
- Supported Departmental Growth: Collaborated on growth strategies and oversaw hiring and training of technicians to enhance service quality.
Customer Service Manager
IMGadgets
06.2021 - 12.2021
- Managed Multi-Channel Customer Service: Oversaw customer service across Amazon FBA, Walmart, Best Buy, Hudson's Bay, Indigo, and other marketplaces, ensuring prompt issue resolution and enhanced satisfaction.
- Provided Timely Support: Responded to all customer emails and phone calls with effective, timely assistance, boosting overall service quality.
- Implemented Service Programs: Developed and executed customer service programs, resulting in increased satisfaction ratings and fostering long-term loyalty.
- Driven Continuous Improvement: Used customer feedback to refine service processes and products, consistently meeting and exceeding customer needs.
- Enhanced Engagement: Coordinated with the marketing team on content creation and planning, aligning messaging with customer success objectives.
- Trained Service Team: Led training sessions for peers to enhance customer support skills, contributing to a more effective and knowledgeable team.
- Supported Marketing Initiatives: Assisted in planning and content creation for marketing activities, ensuring alignment with customer expectations.
- Oversaw Recruitment and Training: Managed the hiring and onboarding of interns and customer service representatives, maintaining high service standards.
- Monitored KPIs: Collaborated with management to establish and track Key Performance Indicators (KPIs), generating weekly reports to drive performance and accountability.
- Coordinated Shipping and Logistics: Worked with shipping companies to track shipments and manage lost claims, ensuring timely customer updates and resolution.
- Ensured Timely Deliveries: Coordinated with trucking companies and the warehouse team to ensure timely delivery and repair of products, reducing delays and improving satisfaction.
- Streamlined Processes: Partnered with cross-functional teams to enhance service efficiency, reduce turnaround times, and improve overall operations.
- Reviewed and Updated KPIs: Regularly assessed and updated KPIs to align with evolving business goals and customer expectations, driving continuous service improvement.
Team Coordinator
Care Partners
02.2021 - 06.2021
- Provided daily client/worker service delivery with a focus on excellence
- Managed routine referral/intake information from Funders and private-pay clients
- Developed and maintained client/worker service schedules
- Communicated assignments and schedule changes to Nurses effectively
- Utilized automated information systems for data entry and record management
- Produced schedules and reports for Supervisors regularly
- Ensured transparent communication and reporting on client and Nurses' status
- Managed inbound telephone calls, providing a positive first point of contact.
Customer Service Associate
Walmart
04.2020 - 06.2021
- Adhered to service standards, ensuring consistency and excellence
- Created a welcoming environment for customers, promoting efficiency at self-checkout areas
- Educated customers on the use of self-checkouts and company-sponsored programs
- Assisted customers efficiently with purchase transactions
- Maintained cleanliness and tidiness in the self-checkout area.
Education
Supply Chain Management-Global Logistics (Postgraduate Certificate) -
Fleming College
Peterborough, ON04.2021
International Business Management (Postgraduate Certificate) -
Fleming College
Peterborough, ON08.2020
Bachelor of Management Studies -
SVKM's Usha Pravin Gandhi College of Arts, Science and Commerce, Mumbai University, India
01.2019
Skills
- Training and mentoring
- Account Management
- Report Preparation
- Schedule Coordination
- Handling Escalations
- Continuous Improvement
- Time Management
- Feedback collection
- Customer-focused
- Customer Relationship Management (CRM)
Websites
Certification
Google Data Analytics Certificate - Completion (December 2024)
Achievements and exposure
- Vice President, Rotaract Club of SVKM's Usha Pravin Gandhi College of Arts, Science and Commerce (2017-2018)
- Zonal Office Bearer, Zone 2 of Rotaract District 3141 (Mumbai) (2016-2017)
- Chairperson for the Event 'Azaadi', Rotaract Club of SVKM's Usha Pravin Gandhi College of Arts, Science and Commerce (2016-2017)
Timeline
Customer Service Manager
Liv Unltd
12.2021 - Current
Customer Service Manager
IMGadgets
06.2021 - 12.2021
Team Coordinator
Care Partners
02.2021 - 06.2021
Customer Service Associate
Walmart
04.2020 - 06.2021
Supply Chain Management-Global Logistics (Postgraduate Certificate) -
Fleming College
International Business Management (Postgraduate Certificate) -
Fleming College
Bachelor of Management Studies -
SVKM's Usha Pravin Gandhi College of Arts, Science and Commerce, Mumbai University, India
Google Data Analytics Certificate - Completion (December 2024)
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