Anchal Gupta
Mississauga,Canada
Summary
Extensive experience as a Customer Service Representative and Finance Process Executive. Ability to work both independently and as part of a team with professionals at all levels. Responding to issues such as service inquiries, problem resolution, and retaining accounts. Handling customer escalations and all customer relations issues. Writing reports and business correspondence. Relaying information in a concise and clear manner. Managing customer expectations. Building customer relationships and loyalty. Quickly researching and investigating issues that concern a customer. Managing customer service teams, processes, and polices. Creating work schedules. Conducting visual observations of how staff speak to customers. Allocating staff resources. Preparing daily, weekly, and monthly reports for senior managers.
Overview
12
12
years of professional experience
Work History
Chat Specialist
HGS - Hinduja Global Solutions
01.2024 - Current
- Identified trends in customer issues, providing feedback to management for process improvements or product enhancements.
- Managed escalated cases effectively, collaborating with relevant departments for prompt resolutions.
- Built rapport with customers, demonstrating empathy and understanding during chat conversations for better resolution outcomes.
- Exceeded performance metrics consistently by maintaining a high level of productivity and quality assurance in chat interactions.
Customer Care Representative
HGS Pvt LTD.
01.2022 - Current
- Managing incoming calls that are received from our clients’ customers by following an established call process flow, asking the right questions to determine the nature of query
- Responding to incoming customer queries regarding billing, payments, existing and new services, promotions and offers, upgrade or downgrade of services, payments, etc
- Promoting and educating customers on offers and promotions, new products in the market, and the value of the service provided by the client
- Aiming for first call resolution and answer customer’s queries by walking them through our clients’ system–explaining the process to the customer and providing turn-around time
- Initiate investigations and create requests, if customer’s queries cannot be addressed on the call, and determine its level of priority
- Ensure that confidential information is not requested or disclosed without the customer's consent and maintain the privacy of customer and client information
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
Customer Service Representative
Tim Hortons
07.2021 - 02.2022
- Assisted customer daily, greeting them, Provide an excellent customer experience regarding the customer order, questions, and complaints
- Professionally and promptly handle the billing enquiries and enhance their understanding of billing processes and Tim’s Policies
- Took necessary steps to meet customer needs and effectively resolve food and services issues
- Received payment by cash, credit card, voucher, or automatic debits
- Issue refunds, receipts, credits and change due to customers
- Maintain clean and orderly checkout areas and complete other general duties
- Stock shelves
- Prepare several beverages such as coffee, tea, quenchers
- Extensive experience in Baking such as Donuts, Sandwiches, wraps
- Packaged menu items into bags, trays, and placed drink orders into carriers
- Training new co-workers
- Used computers for various applications, such as Word Processing, Microsoft Excel, and Word
Customer Service Representative
Infosys BPO Ltd.
01.2013 - 01.2014
- Maintained customer satisfaction with forward – thinking strategies focused on addressing customer needs and resolving concerns
- Responsible for upselling, recommending company’s products and services to new and existing customers
- Handling renewal and cancellations of new sales by multitasking, problem solving and critical thinking
- Handling escalated calls, notating accounts, and updating databases with the appropriate actions performed on the call
- Maintaining various trackers to execute the process well
- Prepared detailed reports on inventory operations, inventory levels, and any requirements adjustments
- Perform daily analysis to predict potential inventory problems and place order to avoid inefficiencies and surplus
- Develop and implement control procedures and collaborate with other departments to ensure that objectives are met
- Exceeded company productivity standards by 10% on a consistent basis
- Setup and activated customer accounts to maintain QA satisfaction level
- Answered customer questions and addressed concerns
Education
Post-Degree Certificate - Human Resources Management
Sikkim Manipal University
Bachelor of Commerce -
Skills
- Quick Typing
- CRM Experience
- Language Fluency
- Empathy Display
- Customer Service
- Teamwork and Collaboration
Accomplishments
- Spot awards for outstanding performance.
- Awarded as a star performer of the month.
- Appreciated via email and verbally by supervisors and department heads.
Personal Information
Visa Status: Permanent Resident (Canada)
Languages
English
Full Professional
Hindi
Full Professional
Timeline
Chat Specialist
HGS - Hinduja Global Solutions
01.2024 - Current
Customer Care Representative
HGS Pvt LTD.
01.2022 - Current
Customer Service Representative
Tim Hortons
07.2021 - 02.2022
Customer Service Representative
Infosys BPO Ltd.
01.2013 - 01.2014
Bachelor of Commerce -
Post-Degree Certificate - Human Resources Management
Sikkim Manipal University
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