SIMRAN LOPES
Windsor,Canada
Summary
Dynamic Customer Experience Associate with a proven track record at The Bank of Nova Scotia, excelling in upselling and achieving high customer satisfaction ratings. Skilled in complex problem solving and understanding customer needs, I consistently surpassed sales targets while maintaining a calm and professional demeanor under pressure.
Overview
2
2
years of professional experience
1
1
Certification
Work History
CUSTOMER EXPERIENCE ASSOCIATE
THE BANK OF NOVA SCOTIA
Windsor, ON
08.2024 - Current
- Achieve assigned goals by promoting banking solutions.
- Ensure every customer experience is consistent with the bank's service standards.
- Resolve customer concerns professionally and efficiently in a friendly manner.
- Help the supervisor in training new members.
- Consistently achieved assigned targets, and referred clients to appropriate advisors.
- Complying with regulatory requirements as part of the service process, which includes but is not limited to KYC, AML/ATF, and the protection of client personal information.
- Set up day-to-day banking solutions for new and existing clients.
- Assisted with the opening and closing functions of the branch, which include but are not limited to end-of-day balancing.
CUSTOMER EXPERIENCE ASSOCIATE
HINDUJA GLOBAL SOLUTIONS-CANADA
Windsor, Canada
02.2023 - 08.2024
- Handled 40 to 50 calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information, and canceling services.
- Assist account holders with account queries, billing issues, payment arrangements, and service promotions.
- Increased the team's monthly sales revenue by providing personalized recommendations and upselling products to customers during calls.
- Memorized all company products and services to be able to answer customer questions quickly, efficiently, and make upsells.
- Received an average of 96% customer satisfaction rating to date by consistently resolving complex inquiries within an average of 12 minutes.
Education
MASTER OF ARTS -
MUMBAI UNIVERSITY
Mumbai, Maharashtra12.2021
BACHELOR OF ARTS -
MUMBAI UNIVERSITY
Mumbai, Maharashtra11.2019
DIPLOMA IN TEACHERS EDUCATION -
OXFORD D.ED COLLEGE
Mumbai, Maharashtra06.2016
Skills
- Exceptional customer service
- Upselling Products and Services
- Calm and professional under pressure
- Efficient and detail-oriented
- Understanding Customer Needs
- Complex problem solving
- Sales techniques
- Customer relationship management
Languages
- English
- Marathi
- Hindi
Certification
- Pursing Canadian investment fund course (CIFC)
Timeline
CUSTOMER EXPERIENCE ASSOCIATE
THE BANK OF NOVA SCOTIA
08.2024 - Current
CUSTOMER EXPERIENCE ASSOCIATE
HINDUJA GLOBAL SOLUTIONS-CANADA
02.2023 - 08.2024
MASTER OF ARTS -
MUMBAI UNIVERSITY
BACHELOR OF ARTS -
MUMBAI UNIVERSITY
DIPLOMA IN TEACHERS EDUCATION -
OXFORD D.ED COLLEGE
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