Shanaya Gohal
Montreal,QC
Summary
Customer Service Lead with experience in high-volume banking environments, specializing in complex issue resolution, staff training, and escalation management. Known for maintaining service standards under pressure, mentoring new hires, and supporting branch operations with accuracy and efficiency.
Overview
6
6
years of professional experience
Work History
Customer Service Representative Lead
Scotiabank
Lachine, QC
06.2024 - 02.2025
- Led team in resolving complex and escalated customer inquiries, improving overall customer satisfaction.
- Trained and mentored new representatives to ensure adherence to service standards.
- Conducted performance evaluations and provided coaching to improve productivity
- Balanced daily cash and prepared Garda cash pickup bags with strict accuracy
- Managed staff schedules and coordinated coverage to support branch operations
Customer Service Representative
Scotibank
Vaudreuil-Dorion, QC
04.2021 - 06.2024
- Assisted customers with inquiries, requests, and complaints across phone and email.
- Resolved issues efficiently using customer service software for accurate tracking
- Managed high-stress situations professionally while resolving disputes and conflicts
- Adapted quickly to changes in procedures, products, and service standards
- Improved customer satisfaction by providing timely, accurate, and empathetic support
Sales Associate
Panda Retail
Pointe-Claire, QC
04.2019 - 03.2021
- Led team in resolving complex and escalated customer inquiries, improving overall customer satisfaction.
- Trained and mentored new representatives to ensure adherence to service standards.
- Conducted performance evaluations and provided coaching to improve productivity
- Balanced daily cash and prepared Garda cash pickup bags with strict accuracy
- Managed staff schedules and coordinated coverage to support branch operations
Education
Associate of Applied Science - Health Sciences
John Abbott College
Sainte-Anne-de-Bellevue06-2021
Bachelor Of Applied Science - Neuroscience
Concordia University
MontrealSkills
- Call centre & branch operations
- Escalation & complaint resolution
- Staff training & onboarding
- Cash balancing & Garda preparation
- Customer service software (CRM)
- Workforce scheduling
- Performance coaching
Languages
Punjabi
Full Professional
French
Full Professional
Hindi
Full Professional
English
Native or Bilingual
Timeline
Customer Service Representative Lead
Scotiabank
06.2024 - 02.2025
Customer Service Representative
Scotibank
04.2021 - 06.2024
Sales Associate
Panda Retail
04.2019 - 03.2021
Associate of Applied Science - Health Sciences
John Abbott College
Bachelor Of Applied Science - Neuroscience
Concordia University