Shiva Shankar
Scarborough,
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Affinity Global
06.2022 - 12.2022
- Assisted Rogers and Fido customers with payment arrangements and service restoration.
- Negotiated payment plans while educating customers on penalties and consequences of non-compliance.
- Encouraged customers to commit to achievable payment schedules, collecting $75,000 in the first month.
- Maintained compliance with company policies while addressing customer concerns empathetically.
Social Media Associate
Amazon
09.2018 - 12.2018
- Monitored customer inquiries and complaints on social media platforms to enhance brand image.
- Resolved issues effectively, maintaining high levels of customer satisfaction.
- Collaborated with cross-functional teams to address escalated cases swiftly.
- Created engaging content to ensure social media channels remained updated and consistent.
- Managed Facebook, Instagram, and Twitter content to align brand messaging across platforms.
Technical Support Associate (Verizon)
Tech Mahindra
05.2017 - 08.2018
- Provided technical support for home phone and DSL internet customers, resolving latency and connectivity issues.
- Conducted remote troubleshooting and guided customers through resolving technical problems.
- Scheduled technician visits for unresolved issues and upsold services such as premium tech support and fiber-optic upgrades.
Education
Diploma - Business Administration
North Island College
Comox, BC12-2021
Bachelor of Commerce (Honors) - undefined
Osmania University
01.2017
Skills
- Customer Service Excellence: Skilled in resolving technical issues, handling customer escalations, and delivering superior service
- Payment Negotiation & Collections: Proven ability to secure payments and restore services through empathetic yet firm communication strategies
- Technical Troubleshooting: Expertise in diagnosing and resolving internet connectivity issues, modem configurations, and DSL latency concerns
- Sales & Upselling: Track record of meeting sales targets by promoting additional services and solutions tailored to customer needs
- Conflict Resolution: Proficient in de-escalating tense situations, maintaining professionalism, and fostering customer satisfaction
- Communication & Active Listening: Ability to simplify complex processes, guide non-technical users, and build trust with clients
- Customer relations
- Problem resolution
- Conflict resolution
- Microsoft Excel
- Payment processing
- Professional telephone demeanor
Timeline
Customer Service Representative
Affinity Global
06.2022 - 12.2022
Social Media Associate
Amazon
09.2018 - 12.2018
Technical Support Associate (Verizon)
Tech Mahindra
05.2017 - 08.2018
Bachelor of Commerce (Honors) - undefined
Osmania University
Diploma - Business Administration
North Island College
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