Roshan Thannikkal
Waterloo,Please Select
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
2
2
years of professional experience
Work History
Customer Service Representative
Gatestone
Brantford, Ontario
03.2023 - 09.2024
- Provided top-tier support via phone, email, chat
- Managed over 100 customer inquiries each day with rapid, customized replies
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Negotiated solutions with customers, offering promotional deals and incentives to close sales, improving overall revenue generation.
- Worked closely with the sales team to analyze customer behavior and identify opportunities for personalized product recommendations.
- Participated in meetings and training sessions, ensuring continuous knowledge updates on program changes
- Utilized knowledge base and training to precisely answer customer queries.
- Accurately documented and processed customer claims in appropriate systems.
- Researched systems to find the cause of issues, coordinated with appropriate departments to resolve issues.
- Positively interacted with customers to promote brand
- awareness and forge loyalty.
- Analyzed the right situations and offered appeasements to the customer to restore faith in the client.
Education
Advanced Diploma - Logistics And Supply Chain Management
Conestoga College Institute of Technology And Advanced Learning
Kitchener, ON04-2024
Skills
- Effective Interpersonal and Communication Skills
- ERP Systems Proficiency
- Customer retention strategies
- Troubleshooting and technical support
- Data Entry
- Microsoft Office expertise
- Professional telephone demeanor
- Multi-line telephone operations
- Tactful and diplomatic
- Complaint resolution
Reference
Midhun Rajendrakumar [Senior Technical Support Advisor]
Timeline
Customer Service Representative
Gatestone
03.2023 - 09.2024
Advanced Diploma - Logistics And Supply Chain Management
Conestoga College Institute of Technology And Advanced Learning