Sanshita Rani
Mississauga,ON
Summary
Experienced customer service professional with 2 years of leadership at Tim Hortons and current experience in the airline industry. Strong at managing customer inquiries, ensuring compliance, and maintaining operational efficiency. Looking to transition these skills into a Licensing Agent position.
Overview
5
5
years of professional experience
Work History
Customer Sales and Service Agent
Air Canada
08.2022 - Current
- Assisting customers with booking, changing, and cancelling flights, as well as offering recommendations on flight options and providing assistance with seat selection and upgrades.
- Helping Company to meet KPI standards by maintaining First Call Resolution, Average Handling Time, Attendance rate and Average unavailable time per call.
- Maintain a friendly and professional tone, ensuring that the customer’s experience is pleasant, regardless of the situation.
- Addressing customer complaints, de-escalating stressful situations, and offering solutions to ensure customer satisfaction.
Assistant Manager
Tim Hortons
10.2020 - 07.2022
- Monitor daily sales, labor costs, and inventory, ensuring the store meets or exceeds sales targets.
- In case of technical issues with POS systems or kitchen equipment, provide basic troubleshooting or escalate issues to the relevant support teams.
- Encourage staff to upsell products and ensure customers are aware of ongoing promotions or seasonal items
- Address any conflicts within the team and work to resolve issues in a way that maintains team productivity.
Customer Service Representative
Tim Hortons
01.2020 - 10.2020
- Represent the Tim Hortons brand positively by maintaining a clean and professional appearance, being friendly, and adhering to company policies.
- Welcome every customer with a positive attitude. Accurately take orders in person and process payments through POS.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Education
Post Graduate Diploma Certificate - Computer Networking
Fleming College
Peterborough, ON08.2020
Bachelor of Science - Computer Science
Arya Girls College
Kurukshetra, India05.2018
Skills
- Technical proficiency
- Communication Skills
- Attention to Detail
- Customer Service
- Problem Solving
- Team Collaboration
- MS Office
- Stress Management
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Timeline
Customer Sales and Service Agent
Air Canada
08.2022 - Current
Assistant Manager
Tim Hortons
10.2020 - 07.2022
Customer Service Representative
Tim Hortons
01.2020 - 10.2020
Post Graduate Diploma Certificate - Computer Networking
Fleming College
Bachelor of Science - Computer Science
Arya Girls College
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