Summary
Overview
Work History
Education
Skills
Volunteer Experience
Languages
Certification
Timeline
Generic

Shivam Chodha

Brampton,ON

Summary

Highly adaptable Team Leader with 5 years plus, experienced and dedicated to enhancing employee performance and business success. To seek and maintain a full-time position that offers professional challenges using my knowledge and organizational skills in technical support. Utilizing being a dynamic team player bringing necessary experience and knowledge to tackle any operational demand.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Team Lead Expert, Greenlight Hub

UBER Canada
07.2023 - Current
  • Improved team productivity by implementing efficient project management strategies and streamlining communication by providing regular coaching, feedback, and skill development opportunities.
  • Managing JHSC operational needs, stakeholder management by ensuring customer focused skills and KPI's performance.
  • Experience in using sales force, Jira ticketing system, and Bliss ticketing system programming at UBER.
  • Promoted positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
  • Cross trained in multiple areas of ticketing operations to provide versatile support during peak periods or employee absences.
  • Established clear performance metrics for all team members which helped in tracking progress towards set targets effectively.

Senior Expert, Greenlight Hub

UBER Canada
02.2023 - 07.2023
  • Manage team’s performance in partnership with service quality members and guide towards progressive improvements by identifying opportunities for additional training & development.
  • Coordinate to ensure the maintenance of the physical location, inventory, safety, and EHS, working with property management and clearing services.
  • Manage team performance, including terminations, scheduling, escalations, recruiting new hires & drive results.
  • Implementing accountability on policies and other guidelines.
  • Supervised and coordinating with day to day operations on site. Including queue wait times and front desk service operations.
  • Experience in leading and coaching all experts to achieve successful metrics without direct manager oversight.

Expert, Greenlight Hub

UBER Canada
06.2021 - 02.2023
  • Facilitate driver sign-ups and communicate the value proposition of driving with Uber, which may include proactive outreach.
  • Engage and support Drivers and Earners already on the platform in order to enable them to achieve greater success.
  • Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
  • Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
  • Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
  • Identified trends and patterns to help up keep results in accomplishing high performance metric system.

Business Help Desk Service Lead Position

Rogers Communications Business Solutions
01.2016 - 03.2020
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Identified issues, analyzed information and provided solutions to problems.
  • Worked with numerous programming when completing tasks, such as; sales force, service now, ICM, and vision 21.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Proven ability to learn quickly and adapt to new situations and authored service level agreements for help desk operations.
  • Assisted and managed help desk agents by escalating any troubleshooting technical services issues
  • Conducted training sessions for customer service representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.

Business Technical Service Subject Matter Expert

Rogers, Communications Business Solutions
04.2015 - 06.2016
  • Conducted Rogers Cable technical services and effectively promoted into Rogers business help desk service lead position.
  • Provided technical services for business solutions for networks including wireless, cable, fiber, and data centre resources.
  • Worked with numerous programming when completing tasks, such as; sales force, service now, ICM, and vision 21.
  • Optimized subject matter content by conducting extensive research and incorporating industry trends.
  • Enhanced team performance by providing expert guidance on trouble-shooting, case ticketing issues and strategic initiatives.
  • Mentored junior team members, contributing to their professional growth and development.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Technical Service Representative

Shaw Communications
09.2016 - 04.2017
  • Conducted ticketing escalation and trouble shooting issues related to satellite services.
  • Resolved complex technical issues for business and consumer system performance and user experience.
  • Implemented remote support tools that expedited issue resolution while minimizing downtime for clients.
  • Acted as liaison between customers, sales representatives, and engineering teams, fostering strong working relationships among departments.
  • Consistently met or exceeded performance metrics related to call handling time, first contact resolution rate, and overall customer satisfaction scores.
  • Offered after-hours support during critical events or high-priority escalations, demonstrating dedication to exceptional service quality.
  • Recommended replacement parts and upgrade options based on customers' specific budgets and needs.

Store/Sales Manager

Freedom Mobile
10.2011 - 01.2017
  • Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  • Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
  • Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed.
  • Ensured compliance with all applicable laws, regulations, policies by regularly reviewing store procedures and taking corrective measures when necessary.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Rotated merchandise and displays to feature new products and promotions.
  • Assisted in recruiting, hiring and training new team members on proper protocols. product knowledge and customer service standards.

Education

High School Diploma -

Bramalea Secondary School
Brampton, ON
06.2012

Skills

  • Incident and Operational Management
  • Help Desk Operations and support
  • Workplace safety, Policies, and Procedures
  • Coaching and Mentoring
  • Remote & Administrative Support
  • Analytical & Problem-Solving Thinking
  • Performance & Metrics monitoring
  • Data Retention & Help desk support
  • Team Lead support & Customer Service
  • Microsoft programs & Ticketing programs
  • Escalation management & Data Analysis
  • Cross-Functional Teamwork

Volunteer Experience

  • Ontario PC Party, 05/2018, Youth and Event coordinator,
  • Minister Of Sports MPP Bal Gosal Bramalea-Gore-Malton Ridings, Volunteer coordinator.
  • Election Canada, 05/2011, Scrutineer volunteer.
  • Woodhall Park Retirement Village, 05/2011, Volunteer care giver.

Languages

English
Punjabi
Urdu
Hindi

Certification

  • Leadership discovery training - 01/2023
  • Interviewer training - 01/2023
  • Introduction to SQL training - 01/2022
  • Bliss Ticketing Training - 06/2021
  • Jira Ticketing Training - 06/2021
  • Sales Force Training - 01/2016
  • Service Now Training - 01/2016
  • Vision 21 Training - 01/2016
  • ICM Training - 01/2016
  • CCNA Network Certification - 01/2021
  • CPR Certified - 08/2016
  • Microsoft Fundamentals - 10/2013

Timeline

Team Lead Expert, Greenlight Hub

UBER Canada
07.2023 - Current

Senior Expert, Greenlight Hub

UBER Canada
02.2023 - 07.2023

Expert, Greenlight Hub

UBER Canada
06.2021 - 02.2023

Technical Service Representative

Shaw Communications
09.2016 - 04.2017

Business Help Desk Service Lead Position

Rogers Communications Business Solutions
01.2016 - 03.2020

Business Technical Service Subject Matter Expert

Rogers, Communications Business Solutions
04.2015 - 06.2016

Store/Sales Manager

Freedom Mobile
10.2011 - 01.2017

High School Diploma -

Bramalea Secondary School

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