Shriyanka Thaker
London,ON
Summary
Personable and dedicated Customer Service Representative with extensive experience in Customer Service Industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Known for successfully handling escalated customer support issues.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Esso Gas Station and Convenient Store
London, ON
07.2020 - Current
- Help customers with their complaints and questions speedily and effectively
- Make sure customers are satisfied and offer professional customer service
- Negotiate payment terms and arrangements, payment of the vendor invoices, and authorize the return of products
- Resolve issues that may arise including customer complaints and requests on the phone or face-to-face
- Ensure that the data being added to customer files complies with corporate, client-specific, and regulatory requirements
- Update customer records with relevant data
- Maintain weekly inventory and order merchandise to avoid supply shortages
- Ensure all Company standards, municipal and provincial policies, and procedures are followed and maintained
- Train new Customer Service Representatives on store procedures as needed
- Multitasking for Fuel station, Carwash Station, and Convenience store
- Prepare reports regarding the daily sales volume, the performance of the promotional merchandise sales, and customer feedback and weekly reports to the top management
- Maintain weekly inventory and order merchandise to avoid supply shortages
- Attending team meetings and training sessions to improve knowledge and abilities.
- Answer customer inquiries and provided accurate information regarding products and services.
- Provide excellent customer service to resolve customer complaints in a timely manner.
- Gather customer feedback through surveys and used the data to improve customer service.
- Develop strong relationships with customers by providing personalized assistance and support.
- Remain calm and professional in stressful circumstances and effectively diffused tense situations.
- Answer inbound calls, chats and emails to facilitate customer service.
Customer Service Representative
Husky Gas Station and Convenient Store
London, ON
01.2019 - 01.2020
- Greet customers with a smile, give them timely, courteous service, offer more help, and respond to any comments, complaints, or thoughts they may have
- Finish the customer interaction procedure promptly
- This includes greeting customers, completing transactions quickly, making suggestions for sales, delivering accurate change, presenting register receipts, and closing with a formal thank-you
- Investigate and provide resolution of customer’s complaints according to policy
- Works with vendors to check in deliveries and answer phones
- Sell merchandise to customers and authorize returns of merchandise
- Learn the software system used by the company to be able to communicate effectively with customer inquiries
- The answer, in person, on the phone, inquiries from customers
- Investigate and provide resolution of customer’s complaints after following proper procedure
- Maintains specified inventory and order merchandise as per management requirements
- Learn to identify customer needs to recommend the appropriate product
- Arrange for refunds, exchange, and credit for returned merchandise
- Ensure all Company, municipal, and provincial policies and procedures are followed
- Provide information on current promotions to the customers.
Education
Post-Graduation in Project Management -
Fanshawe College
04.2021
Post-Graduation in Operations Management -
Fanshawe College
12.2020
Post-Graduation in Electronics and Embedded System Development -
Fanshawe College
04.2020
Bachelor's Degree in Electronics and Communication Engineering -
Gujarat Technological University
06.2014
Skills
- Data Collection and Documentation
- Inbound and Outbound Calling
- Conflict Resolution
- Financial Reporting
- Record Keeping
- Customer Service and Customer Relations
- Computer Proficiency
- Critical Thinking
- Time Management
- Retail sales customer service
- Active Listening and Communication skills
- Detailed Oriented
- Problem solving
- Interpersonal Skills
- Team leadership
- Policies and Procedures Adherence
Timeline
Customer Service Representative
Esso Gas Station and Convenient Store
07.2020 - Current
Customer Service Representative
Husky Gas Station and Convenient Store
01.2019 - 01.2020
Post-Graduation in Project Management -
Fanshawe College
Post-Graduation in Operations Management -
Fanshawe College
Post-Graduation in Electronics and Embedded System Development -
Fanshawe College
Bachelor's Degree in Electronics and Communication Engineering -
Gujarat Technological University
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