Kanika Anand
Calgary
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
16
16
years of professional experience
Work History
Member Services Representative
YMCA
12.2023 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality customer service by adhering to company policies and standards in all member interactions.
- Assist and guide children to their respective services area.
- Efficiently completed all duties related to membership/program.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding operations, policies and services.
- Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
- Collaborated with team members/volunteers to ensure seamless operations during peak hours or staff shortages.
- Supported the onboarding process for new members, explaining benefits and assisting with paperwork completion.
Lunch Supervisor
Calgary Board Of Education
08.2023 - Current
- Improved student behavior during lunchtime by implementing structured and engaging activities.
- Enhanced cafeteria efficiency by assisting in the organization and distribution of food trays.
- Ensured student safety through vigilant supervision and adherence to school policies.
- Promoted healthy eating habits among students by providing education on nutritious meal choices.
- Resolved conflicts between students effectively, fostering an inclusive environment for all.
- Collaborated with other staff members to create a positive and welcoming atmosphere during lunch periods.
- Assisted children with special needs, ensuring their comfort and satisfaction during lunchtime.
- Maintained a clean and sanitary dining area through regular cleaning tasks, contributing to overall school cleanliness standards.
Member Services Representative
YMCA
07.2021 - 10.2022
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Educated customers about billing, payment processing and support policies and procedures.
- Assist and guide children to their respective services area.
- Efficiently completed all duties related to membership/program.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding operations, policies and services.
- Collaborated with staff members/volunteers to enhance customer service experience.
- Delivered prompt service to prioritize customer needs.
Technical Support
Concentrix
06.2020 - 10.2020
- Handling Apple customer queries related to technical support, billing issues
- Provided excellent customer service to the guests with zero complaints - Maintained Avg
- Call wrap up time
- Maintained excellent call quality and ensured the company policies are followed.
Package handler
Minhas Micro Brewery
04.2020 - 06.2020
- Worked with Minhas Micro Brewery in production and packaging.
Senior Travel Counselor
AMERICAN EXPRESS GLOBAL BUSINESS TRAVEL PVT.LTD
12.2012 - 01.2020
- Worked on back-end role in clearing financials pending for corporates – Philips,Johnson and Johnson and PepsiCo
- Clearing all Unbilled PNRs
- Creating offline Galileo PNRs wherever required
- Following up with the travelers for any payment due
- Processing Manual Charge basis on Missing ticket report received daily
- Processing any TOC (Transfer of Charges) if required
- Processing Void charges basis on Void reports received daily
- Preliminary investigation on ADMs (Agency Debit Memo) and forwarding to concerned team for closure
- Closing on CAS/HDFC rejects wherever possible from my end
- Following up with the respective teams to get all the financial cleared and reconciled
- Involving Leaders/CGM’s to get any approval/or assistance in getting the financial cleared
- Providing weekly report on financials being actioned/pending.Handled high-touch travel needs for corporate clients
- Receiving calls/emails from passengers and responding through emails/calls within the time limit for the purpose of airline, hotel confirmations, back-to-back booking with other airlines
- Rescheduling Process – this is a very fast paced and high stress department
- Require smart skills, listening skills and patience
- Processed clients visa requirements and coordinated with VFS till visa processed
- Maintained DSR report by using internal reporting tool
- Supervisory experienced in leading trainees’ team for reservations and ticketing - Quality check for PNRs after issuance of ticket
- Profile changed in same organization
Travel Analyst
01.2011 - 05.2011
- Worked on GDS Sabre - Worked on queues - Issuing of Tickets - Handling special requests of passengers - Dealing with only US based business travelers of American Express.
Reservation Executive
SPICEJET LTD
09.2009 - 01.2011
- Informing passengers about flight schedule
- Informing the passengers about the airline policies
- Informing airline passengers about connecting flights - Recommending services that fit the passengers calling on the airline reservations
- Informing passengers about the airfares and travel documents required at the time of travelling - Following expected accuracy and quality parameters set by management
Travel Sales Consultant
Flight Shop, FCM Travel Solutions India Pvt. Ltd
01.2008 - 04.2009
- Serving walk-in clients in the retail store with the best available offers on packages - Domestic and International
- Receiving calls from passengers and responding through emails within the time limit for the purpose of airline, hotel confirmations, visas, travel insurance and forex
- Worked on GDS Amadeus.
Education
Bachelor’s - Business Administration
Jagannath International Management Studies (JIMS)
New, Delhi06.2006
Skills
- Excellent Time Management Skills & Multitasking
- Inbound Phone Call Handling
- Business Correspondence
- Office Management
- Microsoft Office
- Customer Service
- Efficient/organized
- Trustworthy, dependable and reliable
- Problem Solving and Decision Maker
- Easily Adaptable to changes
- Quick learner
Timeline
Member Services Representative
YMCA
12.2023 - Current
Lunch Supervisor
Calgary Board Of Education
08.2023 - Current
Member Services Representative
YMCA
07.2021 - 10.2022
Technical Support
Concentrix
06.2020 - 10.2020
Package handler
Minhas Micro Brewery
04.2020 - 06.2020
Senior Travel Counselor
AMERICAN EXPRESS GLOBAL BUSINESS TRAVEL PVT.LTD
12.2012 - 01.2020
Travel Analyst
01.2011 - 05.2011
Reservation Executive
SPICEJET LTD
09.2009 - 01.2011
Travel Sales Consultant
Flight Shop, FCM Travel Solutions India Pvt. Ltd
01.2008 - 04.2009
Bachelor’s - Business Administration
Jagannath International Management Studies (JIMS)
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