Shalini
Brampton,ON
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service and Sales Associate
OSL Retail Services
03.2023 - Current
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
- Solved customer challenges by offering relevant products and services.
- Engaged with customers to build rapport and loyalty.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
Customer Service Trainee
Chegg India
04.2022 - 12.2022
- Enhanced experts satisfaction by promptly addressing inquiries and resolving issues.
- Maintained clear records of all interactions, allowing easy retrieval for future reference or escalation purposes.
- Participated in regular training sessions to stay up-to-date with industry trends and best practices.
- Assist experts with inquiries about our updated portal and changes if any.
Customer Service Representative
Teleperformance
02.2021 - 03.2022
- Established a warm and friendly rapport with customers through phone, email, and live chat interactions.
- Applied in-depth knowledge of the latest company policies to effectively address customer inquiries and issues.
- Answered constant flow of customer calls with minimal wait times.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
Bharti Airtel India
08.2016 - 03.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
Diploma in International Business Management -
Centennial College
Toronto, ON08.2023
MBA - Marketing Management - Customer Relationship Marketing
Lovely Professional University
Punjab, India05.2021
Bachelor in Commerce - Marketing And Consumer Studies
University of Jammu
India05.2016
Skills
- Customer Service
- Teamwork and Collaboration
- Time Management
- Problem-solving skills
- Multi-tasking strength
- Problem-Solving
- Excellent people skills
- Reliable and punctual
- Flexible Schedule
Languages
English
Hindi
Punjabi
Certification
- Microsoft Excel
- Microsoft Office
- Microsoft Word
- Mail Chimp
- Customer Service Software (CRM)- Zendesk
- Client Relationship Building
- Database Management
- Canva
- Photoshop
Timeline
Customer Service and Sales Associate
OSL Retail Services
03.2023 - Current
Customer Service Trainee
Chegg India
04.2022 - 12.2022
Customer Service Representative
Teleperformance
02.2021 - 03.2022
Customer Service Representative
Bharti Airtel India
08.2016 - 03.2019
Diploma in International Business Management -
Centennial College
MBA - Marketing Management - Customer Relationship Marketing
Lovely Professional University
Bachelor in Commerce - Marketing And Consumer Studies
University of Jammu
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