Shreyansh Modi
Dartmouth,Nova Scotia
Summary
A versatile, enthusiastic, and service-oriented individual with 2.5 Years of experience as a Technical Support Specialist, Customer Care Specialist and Fraud Service Advisor, delivering excellent communication by strategically managing calls and implementing process improvements. Proficiency in Core, Safeview, Salesforce, TS2, TSYS, Interac OAS, MS Excel, Spreadsheet, and Numbers. Skilled representative offering top-notch abilities in customer service with widespread knowledge of technical tools and building a rapport with the customer.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Investigation – Tech Support
Blue Ocean Contact Center
Halifax, Canada
03.2024 - Current
- Providing support to Splunk customers with the help of software platforms like Salesforce, Service Now, and Jira
- Assisting customers through calls and emails and also managing a high-priority queue when needed for PP1, P1, and PP2 cases
- Worked closely with support engineers and regional sales managers to satisfy clients and handled different types of cases related to license, entitlement, cloud, and many more
- Monitored call center operations to ensure adherence to company policies and procedures.
- Researched, evaluated, and resolved customer inquiries via phone, email, or other channels.
Participant Service Representative
Manulife Financial Service
Halifax, Canada
01.2024 - 03.2024
- Worked with John Hancock Retirement customers for issues related to their 401K plan and other retirement plans
- Providing detailed explanations of policies, procedures, and program details
- Keep participants informed about updates or changes to services and programs.
- Escalate unresolved issues to higher-level support or management when necessary and follow up with participants to resolve their issues satisfactorily.
- Maintained accurate records of participant information in the database system.
Technical Support Advisor
Concentrix
Dartmouth, Canada
06.2023 - 09.2023
- Built a robust working knowledge of the company procedures and protocols
- Provided customer tech support through phone calls, emails, and chat
- Gained knowledge of positioning all kinds of problems related to configuring, installing, and troubleshooting their devices to solve any problems
- Flexible and adapting to any change in the company's products, which are released on time.
Fraud Service Advisor
NTT - Millennium1Solutions
PC Financial, Canada
03.2023 - 05.2023
- Analyzing customer accounts in detail by collecting their data for investigating suspected fraud cases for their transactions, theft, and other related data to determine if any fraudulent activity has occurred
- Act as a bridge between customer and client to securely deliver information with the company's privacy policy
- Accumulated expertise in fraud detection tools and recording customer information tools, which are TS2, TSYS, Salesforce, TransUnion, and Interac OAS.
Customer Care Specialist
NTT - Millennium1Solutions
PC Financial, Canada
10.2022 - 02.2023
- Providing Excellent customer service by assisting users with technical issues, inquiries, and troubleshooting needs through screen-sharing, email, or phone
- Gained knowledge of positioning all kinds of problems related to configuring, installing, and troubleshooting their devices to solve any problems
- Analyzed documentation through SharePoint and maintained the updated information for employees.
Customer Service Specialist
Wingz Holidays
08.2019 - 01.2021
- Built a robust working knowledge of the company procedures and protocols
- Provided customers with all the tech support through phone calls, emails, and Internet chats
- Flexible and adapting to any change in the company's products, which are released on time
- Examined issues of customers and educated them about hardware and software by guiding them through the product information.
Education
International Business Management -
Conestoga College
Kitchener, OntarioSkills
- Proficient in MacOS and Windows
- Customer service excellence
- Decision-Making
- Troubleshooting
- Critical Thinking
- Problem-Solving
- Compliance Management
- Technical Support
- Risk Management
- Software Proficiency
- Proficient in Multitasking
- Analytical Skills
Certification
- Build Your Skills in Customer Service - LinkedIn Learning
- Introduction to Banking - Corporate Finance Institute
- Banking Products & Services - Corporate Finance Institute
- Proficiency in MS Excel - LinkedIn Learning
Languages
English
Full Professional
Timeline
Customer Service Investigation – Tech Support
Blue Ocean Contact Center
03.2024 - Current
Participant Service Representative
Manulife Financial Service
01.2024 - 03.2024
Technical Support Advisor
Concentrix
06.2023 - 09.2023
Fraud Service Advisor
NTT - Millennium1Solutions
03.2023 - 05.2023
Customer Care Specialist
NTT - Millennium1Solutions
10.2022 - 02.2023
Customer Service Specialist
Wingz Holidays
08.2019 - 01.2021
International Business Management -
Conestoga College
- Build Your Skills in Customer Service - LinkedIn Learning
- Introduction to Banking - Corporate Finance Institute
- Banking Products & Services - Corporate Finance Institute
- Proficiency in MS Excel - LinkedIn Learning
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