Summary
Overview
Work History
Education
Skills
References
Timeline
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Ruby Rani

Brampton,Canada

Summary

Highly organized and customer-centric Customer Service Representative with extensive experience in resolving customer inquiries, managing accounts, and providing accurate information in fast-paced environments. Skilled in communication and problem-solving, with a proven track record of delivering customer satisfaction and driving business success. Seeking to apply a strong customer-focused approach to contribute to a growing company in the Canada region.

Overview

8
8
years of professional experience

Work History

Customer Service Representative

King Truck Loan & Leasing Inc.
11.2019 - 10.2024
  • Delivered top-notch customer service by handling inquiries regarding truck loans and leasing options, ensuring clear communication and timely responses.
  • Managed customer accounts, updated records, and assisted in the loan application process, resulting in a 90% approval rate for new applicants.
  • Resolved customer complaints and technical issues related to loans and services by investigating root causes, implementing solutions, and reducing call-backs by 15%.
  • Effectively communicated loan terms, payment schedules, and conditions to ensure customers fully understood their commitments, increasing client retention by 20%.
  • Coordinated with internal teams (finance, collections, and sales) to streamline processes and enhance customer satisfaction, reducing average service time by 10%.
  • Handled high call volumes and email inquiries, maintaining a response rate of 98% within 24 hours, ensuring timely service.
  • Utilized CRM software to track and document customer interactions, loan applications, and follow-ups, improving data accuracy and accessibility for the team.

Data Analyst

Ontario Truck & Forklift Driving School
09.2019 - 10.2022
  • Managing multiple projects and making successful on Deliverables on time.
  • Providing leadership and direction to the junior analyst for data analysis.
  • Working on change management process for the change requests.
  • Performing enrollment and enhancing user experience.
  • Defined business needs and detailed requirements including use case analysis.
  • Communicating Design, development and change request for new application.
  • Writing use cases, user stories for new web application.

Data Analyst

AnalytixLabs
India
11.2016 - 03.2019
  • Credit Card Segmentation using SAS & R, AnalytixLabs
  • Developed customer segmentation to define marketing strategy, given the usage behavior of about9000 active credit card holders of a credit card company.
  • Advanced data preparation; built an ‘enriched’ customer profile by deriving various KPI’s, AdvancedReporting; gained insight on the customer profiles and Clustering; applied factor analysis and a clustering algorithm to reveal the behavioral segments of credit card holders.
  • Balance Prediction Model using SAS & R, Linear Regression, AnalytixLabs
  • Developed a model for predicting average monthly balance held by each customer in a credit card issuerbank and the factors affecting higher balances.
  • Data Cleaning, Selection of Variables, Predictive Modeling and performance, Analyzed key factorsaffecting higher balances, Model Validation and diagnostics.
  • Proactive Attrition Management using SAS & R, Logistic Regression, AnalytixLabs
  • Developed a model for predicting customer churn at a wireless telecom company, and used insightsfrom the model to develop an incentive plan for enticing would-be churners to remain with the company.
  • Data Cleaning, Selection of Variables, Predictive Modeling and performance, Analyzed key factorspredicting customer churn, designed offers to encourage customers to remain with the company.
  • Participated in learning of techniques for statistical analysis projects, algorithms and new methods.
  • Extensively used Proc sort, Proc Freq, Proc Means, Proc Summary to perform data descriptive analysis.

Education

Diploma - Supply Chain Management- Logistics

Loyalist College
Mississauga, Canada
12.2020

Diploma - General Business

Algoma University
Brampton, Canada
04.2020

M.S - Mathematics & Statistics, Data analytics with expertise in SAS and R

Skills

  • Customer Service Excellence
  • Problem Resolution & Complaint Handling
  • Account Management & Documentation
  • Strong Communication & Interpersonal Skills
  • Conflict Resolution & Negotiation
  • Loan Application Processing
  • Time Management & Multitasking
  • Microsoft Office Suite (Word, Excel, Outlook)

References

References available on request.

Timeline

Customer Service Representative

King Truck Loan & Leasing Inc.
11.2019 - 10.2024

Data Analyst

Ontario Truck & Forklift Driving School
09.2019 - 10.2022

Data Analyst

AnalytixLabs
11.2016 - 03.2019

Diploma - Supply Chain Management- Logistics

Loyalist College

Diploma - General Business

Algoma University

M.S - Mathematics & Statistics, Data analytics with expertise in SAS and R

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