Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Shaira Addetia

Brampton,ON

Summary

Experienced Customer Service Representative fluent in English and Quebec French language. Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, product questions, issue resolution and order processing.

Overview

8
8
years of professional experience

Work History

Bilingual Customer Service Representative

Ville De Kirkland
01.2024 - 04.2024
  • Assisted customers with Quebec French-language inquiries in a timely and professional manner.
  • Actively listened to customers, handled concerns quickly and escalated major issues to Director of IT.
  • Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
  • Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and French languages.
  • Gained customer trust by providing knowledgeable and accurate information in both English and French
  • Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
  • Identified and responded to customer requests and concerns through email, online chat, and phone for both English and French-speaking customers.
  • Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
  • Collaborated with management to develop strategies for enhancing overall customer experience.

Bilingual Salesforce Business Analyst Admin/Developer

MuniPaaS
01.2023 - 12.2023
  • Solved complex business problems through effective requirement gathering and gap analysis techniques.
  • Troubleshot issues effectively, providing prompt resolution to maintain smooth operations in a fast-paced environment.
  • Created comprehensive user guides and provided support, helping users navigate the complexities of the Salesforce platform efficiently.
  • Collaborated with cross-functional teams to ensure successful implementation of Salesforce projects.
  • Developed custom reports and dashboards to provide actionable insights for executive decision-making processes.
  • Transformed customer service experience by designing tailored case management workflows that expedited issue resolution times.
  • Delivered reliable solutions, conducting thorough testing and validating system functionality before deployment.
  • Reduced manual workload by automating routine tasks using Process Builder and Workflow Rules.
  • Improved user adoption rates with targeted training sessions and customized user documentation.
  • Established strong relationships with stakeholders, leading status update meetings to ensure alignment on project progress.

Bilingual Operations Specialist/Bilingual Salesforce Associate/CSR, Sales

International Institute Of Business Analyst
01.2016 - 11.2021
  • Oversaw day-to-day operations, delegating tasks appropriately to ensure smooth workflow and timely completion of projects.
  • Boosted customer satisfaction, addressing client concerns in a timely and professional manner.
  • Successfully managed multiple projects simultaneously while adhering to deadlines and budget constraints.
  • Collected, arranged, and input information into database system.
  • Promoted a culture of accountability within the department by setting clear expectations for performance and holding team members responsible for achieving results.
  • Utilized advanced analytical skills in order to resolve complex operational issues effectively.
  • Tracked and analyzed reports to determine needed improvements.
  • Analyzed data to identify trends and make informed decisions, driving continuous improvement in operations.
  • Implemented necessary changes in response to shifting business needs, maintaining a proactive approach to problemsolving.
  • Continuously sought opportunities for professional development in order to remain knowledgeable about industry best practices.
  • Enhanced team productivity with effective communication strategies and regular performance reviews.
  • Assisted various departments with change by communicating new improvement plans and expectations.
  • Monitored KPIs closely, taking corrective action when needed to maintain high standards of performance within the department.
  • Collaborated across departments to identify opportunities for process improvements and increased efficiency.
  • Motivated and trained employees to maximize team productivity.
  • Evaluated current procedures for efficiency gains, creating detailed reports outlining recommendations for improvements where applicable.
  • Spearheaded cross-functional initiatives aimed at improving overall business performance through streamlined operations.
  • Devised and implemented processes and procedures to streamline operations.
  • Maintained database systems to track and analyze operational data.

Education

GED -

Champlain College
Montreal, QC

Skills

  • Fluent Bilingualism
  • Problem-Solving
  • Quebec French translation
  • Customer Support
  • Refund Processing
  • CRM Software Usage
  • Claims Evaluation
  • Database Maintenance
  • SAP Experience
  • Teamwork and Collaboration
  • Microsoft Office

Languages

French
Native or Bilingual
English
Native or Bilingual
Gujarati
Elementary
Spanish
Limited Working

Timeline

Bilingual Customer Service Representative

Ville De Kirkland
01.2024 - 04.2024

Bilingual Salesforce Business Analyst Admin/Developer

MuniPaaS
01.2023 - 12.2023

Bilingual Operations Specialist/Bilingual Salesforce Associate/CSR, Sales

International Institute Of Business Analyst
01.2016 - 11.2021

GED -

Champlain College

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Shaira Addetia