Customer Focus, Customer Service, Verbal Communication, Informing Others, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing Processes, Emphasizing Excellence.
Overview
7
7
years of professional experience
Work History
Customer Service Representative & Cashier
Petro Canada
Brampton, Ontario
08.2013 - 07.2013
Providing outstanding customer service fulfilling an extensive range of responsibilities including handling cash, stocking and cleaning of the work area.
Demonstrating total dedication to the business by working volunteer hours.
Sr. Technical Support & Customer Care officer
Arvato services limited, India
04.2008 - 12.2012
Significant Contributions:
Provided training gaps and trending analysis to assist with coaching process.
Monitored and responded to inquiries and requests from internal/external customers.
Managed customer inquiries via phone, email, and chat channels.
Resolved customer complaints efficiently while maintaining service standards.
Prepared weekly and monthly trending reports for management.
Worked with resolver groups to assist and enhance customer service techniques.
Technical Support Representative
HCL BPO
08.2006 - 11.2007
Significant Contributions:
Assisted users in navigating software applications and troubleshooting issues.
Provided troubleshooting support for customers via phone and email.
Documented customer interactions and solutions in ticketing system.
Delivered service and support to end-users using remote connection or over the Internet;.
Gathered customer's information and determine the issue by evaluating and analyzing the symptoms;.
Diagnosed and resolved technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more;.
Education
Bachelor of Education -
Panjab University
2005
Bachelor of Arts -
Panjab University
2000
Skills
People management
Ability to manage/ adapt to
change
Time management (ability to
effectively balance multiple
project deadlines while exceeding expectations)
Customer-oriented
Human resources
Self-motivated
Ability to work well on teams that\include diverse people/ skill sets
Ability to communicate and coordinate across departments of an organization
Accomplishments
Motivated a team of 25 customer service representatives to achieve highest call center service levels 2 years in a row.
Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.