Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Shivam Vashisth

Scarborough

Summary

Motivated and customer-focused professional with 5+ years of progressive experience in customer service, sales support, cashier operations, and contact centre environments across healthcare, pharmacy, and food production industries. Skilled at handling inbound calls, resolving customer inquiries with empathy, processing payments, and delivering exceptional service experiences both in-person and over the phone. Canadian and international experience with proven ability to multitask, solve problems efficiently, and recommend tailored solutions. Strong commitment to TD’s vision of enriching customer lives through meaningful conversations, trusted advice, and first-contact resolution. Experienced Production Leader with 2 years of experience monitoring manufacturing. First-rate leadership and team building talents with understanding of manufacturing deadlines and goals. Adept at troubleshooting machine issues and performing repairs. Organized, goal-oriented motivator of team members to meet production goals.

Overview

6
6
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
1
1
Language

Work History

Production Lead – Team & Customer Coordination

Delcato Food Company
East York, ON, Ontario
03.2024 - Current
  • Lead a team in production operations while maintaining quality assurance standards and customer satisfaction through timely order handling.
  • Acted as a liaison between production and customer-facing departments, resolving order concerns and ensuring smooth communication flow.
  • Managed team scheduling, digital logs, and assisted in customer feedback reviews to drive service improvements.
  • Developed strong teamwork, leadership, and customer care abilities under pressure.
  • Prepared reports and technical documentation of day-to-day production processes.

Production Associate – Customer Support Focus

Mampster Food Company
Scarborough, Ontario
09.2022 - 03.2024
  • Provided customer-focused service during production activities, ensuring quality checks and handling inquiries related to product fulfillment and orders.
  • Supported front-line communication with vendors and occasional customer service calls regarding orders and dispatches.
  • Demonstrated strong attention to detail and commitment to service standards in a fast-paced production environment.
  • Utilized digital tools and inventory systems to track customer orders and maintain real-time communication across departments.
  • Resolved issues quickly to maintain productivity goals.
  • Used problem-solving and issue-resolution skills to promptly and successfully address production problems.

Pharmacy Assistant (Part-Time)

Shoppers Drug Mart
Scarborough, Ontario
04.2023 - 12.2023
  • Delivered outstanding service at pharmacy counters, assisting clients with prescription pickups, medication inquiries, and over-the-phone support.
  • Handled cashier responsibilities, payment collections, third-party billing, and insurance adjudications with precision and professionalism.
  • Answered inbound phone calls, coordinated refills, resolved customer concerns, and provided advice on basic over-the-counter solutions.
  • Supported front desk/reception, greeted customers, and managed smooth patient flow for a positive service experience.
  • Coordinated with insurance representatives to process claims and calculate correct co-pay information for patients.
  • Completed cash register transactions by handling credit and cash payments using pharmacy register system.
  • Greeted customers at counter and provided excellent customer service.
  • Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
  • Increased customer satisfaction, providing compassionate care and detailed medication instructions.
  • Improved patient safety with diligent verification of prescriptions for accuracy and interactions.

Senior Customer Service Executive – Sales & Support

Esperer Onco Nutrition
Delhi, IN, Ontario
01.2021 - 09.2022
  • Company Overview: Esperer Onco Nutrition is a company focused on providing tailored healthcare solutions.
  • Built and maintained strong client relationships through consultative product advice and proactive customer engagement.
  • Managed inbound/outbound calls, handled product queries, and collaborated with marketing to deliver tailored healthcare solutions.
  • Exceeded sales and service KPIs through outstanding product knowledge and customer-centric communication.
  • Collected payments, processed sales orders, and followed up post-purchase to ensure customer satisfaction.
  • Esperer Onco Nutrition is a company focused on providing tailored healthcare solutions.
  • Developed and implemented various strategies, increasing productivity 37%.
  • Answered multi-line phones and used active listening skills to assess client's issues and challenges.
  • Improved customer satisfaction by addressing and resolving complex customer inquiries promptly and accurately.
  • Built strong relationships with field operations team to support business development opportunities and improve service.
  • Maintained customer account information database by canceling and updating customer accounts.
  • Served as a liaison between the Customer Service team and other departments, fostering collaboration and open communication to best serve our customers.
  • Informed customers of sales promotions and services, warranties or terms of sale and refunds or exchanges.
  • Boosted customer retention rates with proactive communication and personalized solutions tailored to individual needs.
  • Streamlined the service process for increased efficiency by implementing new strategies and tools aimed at reducing response times.
  • Conducted regular audits on CSR interactions to ensure adherence to company standards while recommending areas for improvement.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Delivered prompt service to prioritize customer needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Created and maintained detailed database to develop promotional sales.
  • Identified and resolved discrepancies and errors in customer accounts.

Customer Relationship Executive – Sales & Support

Himalaya Drug Company
Delhi, IN, Ontario
06.2019 - 12.2020
  • Provided front-line customer service, both in person and over the phone, building long-term trust and brand loyalty.
  • Resolved customer concerns with empathy, suggested appropriate wellness products, and closed sales with a customer-first mindset.
  • Handled transaction processing, customer documentation, and database updates to maintain smooth backend operations.
  • Conducted regular follow-ups with customers to ensure the highest level of satisfaction and address any potential issues proactively.
  • Enhanced customer loyalty by consistently delivering personalized service experiences tailored to individual preferences.
  • Increased customer satisfaction through efficient handling of inquiries, complaints, and concerns.
  • Strengthened customer relationships by providing timely and accurate information on products and services.
  • Assisted in the development of new marketing strategies to boost sales and revenue.
  • Optimized internal processes related to billing, documentation management, and reporting systems, ensuring smooth operations throughout the organization.
  • Implemented CRM software to streamline communication processes with clients for improved interaction quality.
  • Facilitated timely response to customer inquiries through effective coordination with internal departments and external partners.
  • Continuously updated knowledge on industry trends and competitors'' offerings to maintain a competitive edge in the marketplace.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Delivered prompt service to prioritize customer needs.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Education

Master of Science (MSc) - Regulatory Affairs

Northeastern University
Toronto, ON
09.2024 - 05.2025

Bachelor of Pharmacy (B.Pharm) -

Amity University
Delhi, IN
09.2015 - 05.2019

Skills

  • Legendary Customer Service Delivery

  • Inbound Call Handling & Reception Support

  • Cashier Management & Payment Processing

  • Customer Needs Analysis & Consultative Advice

  • Conflict Resolution & First-Call Issue Resolution

  • Multitasking Across Computer Systems & Tools

  • Team Collaboration & Independent Problem Solving

Certification

Customer Service Excellence Certification, Coursera, 05/01/24

Timeline

Master of Science (MSc) - Regulatory Affairs

Northeastern University
09.2024 - 05.2025

Production Lead – Team & Customer Coordination

Delcato Food Company
03.2024 - Current

Pharmacy Assistant (Part-Time)

Shoppers Drug Mart
04.2023 - 12.2023

Production Associate – Customer Support Focus

Mampster Food Company
09.2022 - 03.2024

Senior Customer Service Executive – Sales & Support

Esperer Onco Nutrition
01.2021 - 09.2022

Customer Relationship Executive – Sales & Support

Himalaya Drug Company
06.2019 - 12.2020

Bachelor of Pharmacy (B.Pharm) -

Amity University
09.2015 - 05.2019

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Shivam Vashisth