Summary
Overview
Work History
Education
Skills
Timeline
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Soham Chauhan

Moncton,Please Select

Summary

Experienced Customer Service Professional adept at managing inbound and outbound communications, with strong skills in MS Office, CRM software, and conflict resolution. Proven ability to build and maintain customer relationships through effective communication and active listening. Efficient in handling complaints and emergencies, promoting team collaboration, and driving customer satisfaction through creative problem-solving. Skilled in multitasking and leveraging technical knowledge for operational efficiency.

Overview

4
4
years of professional experience

Work History

Lead CSR

Concentrix
02.2024 - 07.2024
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Developed and monitored key performance indicators (KPIs) to assess team effectiveness.
  • Conducted regular performance evaluations and provided actionable feedback, fostering a culture of continuous improvement and professional development.
  • Utilized CRM software, such as Salesforce and TCS, to manage customer accounts and track service interactions, resulting in improved customer satisfaction and retention.
  • Leveraged live chat support tools to assist customers in real-time, enhancing the overall customer experience and maintaining high customer satisfaction scores.

Security Guard Supervisor

Teleperformance
11.2022 - 03.2024
  • Developed customer relationships through effective communication skills.
  • Handled escalated customer complaints with professionalism and empathy.
  • Encouraged active listening through group jam sessions.
  • Used time management and adaptability skills to prioritize and run multiple tasks.
  • Encouraged team collaboration through open communication channels.
  • Maintained accurate records of all incidents, daily logs, and personnel files in compliance with industry standards.

Customer Service Representative

Tilley Endurables
09.2021 - 12.2022
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Promptly responded to inquiries and requests from prospective customers.
  • Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Exhibited high energy and professionalism when dealing with clients and staff.

Concierge

Condor Security
11.2020 - 09.2021
  • Achieved recognition as "Employee of the Month" for consistently delivering exceptional cx and exceeding performance targets.
  • Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
  • Contributed to a positive work environment by maintaining a professional demeanor at all times.
  • Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
  • Demonstrated solid attention to detail when processing guest charges accurately during each transaction.

Education

BBA - Project Management

York University
Toronto, ON
04.2024

Skills

  • Multitasking
  • Inbound and Outbound Calling
  • Active Listening & Problem-Solving
  • CRM Software/ Computer Proficiency
  • Conflict/Complaint Resolution
  • MS Office/ microsoft office
  • Maintenance & Repair
  • Teamwork and Collaboration
  • Inbound/Outbound Calling
  • Data Entry
  • customer engagement/ empathic listening
  • Friendly, professional and Positive Attitude

Timeline

Lead CSR

Concentrix
02.2024 - 07.2024

Security Guard Supervisor

Teleperformance
11.2022 - 03.2024

Customer Service Representative

Tilley Endurables
09.2021 - 12.2022

Concierge

Condor Security
11.2020 - 09.2021

BBA - Project Management

York University

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Soham Chauhan