Summary
Overview
Work History
Education
Skills
Timeline
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Shally Sharma

Vaughan,Canada

Summary

Dynamic and results-driven Supervisor with 3+ years of experience leading teams, managing daily operations, and delivering exceptional customer experiences in fast-paced environments. Recognized for strong leadership, problem-solving abilities, and operational efficiency. Seeking a Manager position to leverage my skills in team development, service excellence, and process optimization. Passionate about building high-performing teams and driving business success through effective management and hands-on leadership.

Overview

3
3
years of professional experience

Work History

Customer Service Supervisor

Kitchen Hub Foodhall
Toronto, Canada
02.2024 - Current
  • Provide exceptional customer service in a fast-paced food hall environment, addressing customer inquiries and resolving order issues through phone, email, and in-person interactions.
  • Actively assist customers with order placement, delivery updates, and product inquiries to ensure a seamless dining experience.
  • Handle customer complaints related to food quality, delivery delays, and service, ensuring timely and satisfactory resolutions.
  • Collaborate with kitchen staff and delivery teams to manage order flow and ensure accurate and timely delivery of orders.
  • Document and track customer interactions and issues in the CRM system, ensuring all cases are resolved and followed up.
  • Maintain strong knowledge of menu items and restaurant partners to provide accurate and helpful recommendations to customers.
  • Contribute to customer retention by fostering positive interactions and building rapport with repeat customers.
  • Participate in team meetings and provide feedback to improve customer service processes and operational efficiency.

Call Center Support Specialist

Humber College
Toronto, Canada
01.2022 - 01.2024
  • Managed inbound customer inquiries, resolving technical issues through phone and email communication.
  • Provided step-by-step support to customers, explaining complex technical information in an easy-to-understand manner to non-technical users.
  • Documented and tracked customer interactions, maintaining accurate records for future reference and follow-ups.
  • Collaborated with supervisors and cross-functional teams to escalate unresolved issues and ensure customer satisfaction.
  • Demonstrated excellent problem-solving skills, resolving a high volume of customer issues within established time frames.
  • Consistently achieved or exceeded call handling performance metrics, including call resolution rates, response times, and customer satisfaction scores.
  • Utilized CRM software to manage customer profiles and update ticket status, ensuring timely follow-ups and resolutions.
  • Supported continuous improvement initiatives by providing feedback on customer pain points and recurring issues to help enhance service delivery.

Customer Service Representative

Popular Car Wash
Toronto, Canada
11.2021 - 02.2023
  • Delivered excellent customer service by addressing customer inquiries and resolving complaints in a fast-paced environment.
  • Actively engaged with customers to understand their needs and provide personalized service recommendations.
  • Assisted customers with product selections, payment processing, and resolving issues related to services like car wash, fuel, and store items.
  • Maintained up-to-date knowledge of promotions, policies, and procedures to ensure accurate information delivery to customers.
  • Handled customer concerns related to sales, inventory shortages, and service delays, ensuring issues were resolved to the customer's satisfaction.
  • Generated daily, weekly, and monthly sales reports, tracking customer feedback and product performance to improve store operations.
  • Provided training and guidance to new team members on customer service best practices, cash handling, and product knowledge.
  • Assisted in managing inventory levels, ensuring product availability, and reordering stock when necessary.

Education

Postgraduate - Information Technology

Humber College
Toronto, Ontario
04.2023

Bachelor of Science - Information Technology

Amity University
Noida, India
07.2020

Skills

  • Staff Management & Leadership
  • Operational Efficiency & Workflow Design
  • Team Training & Development
  • Customer Experience Strategy
  • Conflict Resolution & Decision Making
  • POS & Technical Systems Management
  • Performance Monitoring & Reporting
  • Scheduling, Delegation & Time Management

Timeline

Customer Service Supervisor

Kitchen Hub Foodhall
02.2024 - Current

Call Center Support Specialist

Humber College
01.2022 - 01.2024

Customer Service Representative

Popular Car Wash
11.2021 - 02.2023

Postgraduate - Information Technology

Humber College

Bachelor of Science - Information Technology

Amity University

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Shally Sharma