Sean Raja
Toronto
Summary
Results-driven Team Lead with extensive experience in customer service, team management, and process optimization in an inbound call center. Skilled in handling complex inquiries, managing escalations, and overseeing payment processing across multiple sectors. Proven success in coaching teams to meet KPIs, using Salesforce for case management, and analyzing performance to enhance service delivery. Committed to fostering a collaborative environment and ensuring high customer satisfaction while maintaining policy adherence.
Overview
11
11
years of professional experience
Work History
Team Lead – Client Care
Paymentus
11.2021 - Current
- Lead a team of 20 agents, ensuring compliance with company procedures and performance standards while processing bill payments across diverse sectors, including utilities, taxes, parking tickets, and mortgages
- Responded to a wide range of customer inquiries via phone and email, leveraging extensive knowledge of company processes and regulations to provide accurate and timely support
- Oversaw case management through Salesforce, ensuring all cases were assigned to team members based on expertise, handled effectively, and resolved within service standards
- Monitored and reviewed team performance through live call monitoring, ensuring adherence to KPIs, compliance with company policies, and high-quality service delivery
- Led the development of monthly performance reports, including statistical summaries and individual agent scorecards, to track progress, identify trends, and implement necessary coaching or corrective actions
- Handled end-user escalations, resolved complex customer issues related to payment processing, login difficulties, autopay inquiries, and balance discrepancies
- Facilitated training and development sessions for agents, enhancing their skills in complex issue resolution, policy adherence, and customer interaction best practices
- Provided real-time support to agents via Slack, ensuring efficient issue resolution while fostering a collaborative team environment
Level 1 Customer Service Agent
Paymentus
08.2019 - 10.2021
- Responded to customer inquiries via phone and email, assisting with payment processing, account balance inquiries, and other billing-related issues
- Managed and resolved Salesforce cases, providing support to both end users and clients, ensuring issues were addressed in a timely manner
- Assisted customers with complex issues, including troubleshooting login problems, addressing autopay inquiries, and handling balance or payment discrepancies
- Ensured high levels of customer satisfaction by resolving inquiries accurately and efficiently while maintaining a professional and empathetic demeanor
- Documented and tracked case resolutions, ensuring all necessary follow-up actions were completed, and provided feedback for process improvements
Health & Safety Representative / Fundraiser
Strategic Communications
05.2014 - 01.2019
- Investigated health-related complaints, and inspected work facility to ensure that it complies with public health legislation and regulations
- Recommended measures to help protect workers from potentially hazardous work methods, processes and materials
- Partnered with other groups within the organization to ensure adherence to established regulations
- Handled 90+ calls daily, with duties including signing up new donors, retrieving donor data, helping existing donors, and presenting relevant product information
Education
Business Administration - Human Resources
George Brown College
05.2017
Skills
- Team Leadership & Development
- Customer Service Excellence
- Escalation Management
- Poised under pressure
- Problem Solving & Critical Thinking
- Technology Proficiency
Hobbies and Interests
- Sports
- Environmental conservation
- Art
- Hiking
- Travel
Timeline
Team Lead – Client Care
Paymentus
11.2021 - Current
Level 1 Customer Service Agent
Paymentus
08.2019 - 10.2021
Health & Safety Representative / Fundraiser
Strategic Communications
05.2014 - 01.2019
Business Administration - Human Resources
George Brown College
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