Seema Singh Chandla
Brampton,ON
Summary
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.
Timeline
Customer Service Representative & Cashier
Petro Canada
08.2013 - 07.2013
Sr. Technical Support & Customer Care officer
Arvato services limited, India
04.2008 - 12.2012
Technical Support Representative
HCL BPO
08.2006 - 11.2007
Bachelor of Education -
Panjab University
Bachelor of Arts -
Panjab University