Sagar Bhasme
Toronto,ON
Summary
Skillfully direct and motivate customer service personnel in successful strategies to manage calls and increase efficiency. Excellent problem-solving, team leadership and mentoring skills. Help front-line associates maintain high customer satisfaction by delivering solid support and managing escalated calls.
Overview
7
7
years of professional experience
Work History
Insurance Advisor
Definity
Toronto, Ontario
10.2022 - Current
- Provided customer service assistance to customers via Inbound phone, chat, and email.
- Ensured compliance with all applicable regulations concerning the handling of personal data provided by customers.
- Maintained high satisfaction rating with customers by providing exceptional service and support.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained high satisfaction score by consistently resolving first-call issues.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Researched resolutions, contacted necessary departments, and responded to customers by phone, mail, or email as follow-up.
- Maximized revenue by proactively building and managing key customer relationships.
- Prepared reports on customer feedback for management review.
- Identified areas where improvements could be made in terms of customer experience.
- Generated detailed quotes for prospective customers based on their requirements.
Customer Service Representative
Connect 6(Telus)
Toronto, Ontario
12.2021 - 08.2024
- Answered customer inquiries via calls and provided accurate information regarding products and services.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Provided subject matter expertise and guidance to cross-functional teams in the development of new products.
- Participated in team meetings to discuss best practices for improving customer experience.
- Worked closely with other departments such as marketing and IT to resolve client issues.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
Sr. Customer Service Coordinator
Acess Healthcare
Mumbai, India
08.2017 - 12.2019
- Provided customer service and technical support to customers via inbound phone calls.
- Researched complex problems using available resources and escalated unresolved problems when necessary.
- Adhered to all applicable laws, regulations, policies and procedures regarding customer service standards.
- Answered incoming calls from Medicare beneficiaries, providing them with information regarding their benefits.
- Responded promptly to customer inquiries about coverage options, claims status, and other related topics.
- Created documents such as letters, emails, or forms as needed for customer service purposes.
- Handled new enrollments by entering customers' data and reviewing information.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
Education
BBA - Supply Chain And Operations Management
Canadore College of Applied Arts And Technology
North Bay, ON05-2021
BBA - Business Management
Sault College of Applied Arts And Technology
Sault Ste. Marie, ON09-2020
BBA - Business Administration
Mumbai University
Mumbai (India)07-2015
Skills
- Call Management
- Customer Education
- Inbound and Outbound Calling
- CRM Software
- Payment Processing
- Documentation skills
- Quote Preparation
- Clerical Support
- Quality Assurance
- Complaint Handling
- Call Center Operations
- Workflow Management
- Handling Escalations
- One Call Resolution
- Technical Support
- Project Management
- Regulatory Compliance
- MS Office
- Administrative Support
- Customer Retention
Accomplishments
- Consistently received customer survey rating of 90-100% from last 5 years.
- Named one of the top advisors for highest inbound call volume in the business
- Consistently achieved Quality of 95% and above throughout the call centre history.
Affiliations
- I'm passionate about volunteering in my community, and I've had the opportunity to work with several organizations, including the Canadian Red Cross and the Canadian Tree Planting Association.
Timeline
Insurance Advisor
Definity
10.2022 - Current
Customer Service Representative
Connect 6(Telus)
12.2021 - 08.2024
Sr. Customer Service Coordinator
Acess Healthcare
08.2017 - 12.2019
BBA - Supply Chain And Operations Management
Canadore College of Applied Arts And Technology
BBA - Business Management
Sault College of Applied Arts And Technology
BBA - Business Administration
Mumbai University
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