SONAL BISHT
Summary
Results-driven customer operations professional with five years of experience in customer support and workflow optimization. Achieved significant efficiency gains by resolving escalated service challenges and implementing targeted training programs. Enhanced team performance and improved customer engagement through strategic initiatives.
Overview
5
5
years of professional experience
Work History
Customer Service Representative Team Lead
Comprehensive Benefit Solutions
Oakville, Canada
02.2024 - 12.2024
- Oversaw a team of 10 to 15 members navigating insurance enrollment journeys.
- Coordinated ORWP program enrollment, increasing participant engagement and understanding of available resources.
- Achieved improved efficiency metrics by streamlining enrollment processes.
- Handled escalations with tailored technical support, enhancing customer satisfaction and resolution speed.
- Delivered customer support, ensuring swift issue resolution and satisfaction.
- Enhanced participant understanding of benefits coverage options and account management strategies.
- Developed training materials to elevate team performance and operational efficiency.
Benefits Administrator
Workforce Inc - Comprehensive Benefits Solutions
Oakville, Canada
12.2023 - 02.2024
- Processed employee benefit enrollments and changes efficiently.
- Managed compliance with federal and state benefits regulations.
- Coordinated communication between employees and benefits providers.
- Responded to customer inquiries via phone and email, assisted with member enrollments, and managed escalated issues to enhance customer satisfaction. Collaborated with internal teams and external partners to resolve concerns and verified customer information through internal systems, ensuring accurate and timely communication.
Customer Service Representative (Contract)
STAFF SHOP
Toronto, Canada
03.2023 - 08.2023
- Assisted customers with inquiries and resolved issues promptly.
- Maintained accurate records of customer interactions and transactions.
- Collaborated with team members to improve customer service processes.
- Facilitated event setup, registration, ticketing, and logistics support to ensure seamless event operations. Delivered professional customer service, accurately processed orders, and effectively communicated with attendees and staff to enhance event experience.
Customer Success Associate
UrbanPiper
02.2022 - 04.2022
- Cultivated expertise in UrbanPiper's B2B SaaS platform, collaborating with clients, technical account management, and product teams to resolve issues and address customer needs. Managed CRM records and analyzed feedback, fostering strong customer relationships to improve satisfaction and support operations.
- Facilitated customer onboarding processes for new clients using UrbanPiper’s platform.
- Responded to customer inquiries and resolved issues through various communication channels.
- Collaborated with product teams to relay customer feedback for service improvements.
Claims Specialist (Process associate)
Ienergizer
03.2021 - 01.2022
- Processed workers' compensation claims in US insurance sector, managing inbound/outbound inquiries, providing onboarding support, and overseeing menu management. Navigated multiple systems to document accurate records, escalated technical issues, and performed administrative and data entry tasks while ensuring compliance with HIPAA standards.
- Processed insurance claims according to company guidelines and industry standards.
- Reviewed documentation for accuracy and completeness before claim submission.
- Communicated with clients to gather necessary information for claim resolution.
Customer Service Representative (Virtual Customer Service)
Amazon
02.2020 - 03.2021
- Used CRM tools to manage customer interactions via email and live chat in a remote role. Managed service requests, inventory, orders, and pricing updates to ensure accurate and timely customer support. Completed ongoing training on Amazon products and utilized de-escalation techniques to effectively resolve customer issues and enhance satisfaction.
- Provided support to customers to address their inquiries and resolve issues.
- Facilitated order processing and return management to ensure smooth transactions.
- Partnered with team members to enhance overall customer satisfaction.
Education
Post Graduate Diploma - Food and Nutrition Management
Georgian College
Barrie, ON08-2023
Bachelor of Science - Biotechnology
Guru Nanak Dev University
India01-2019
Skills
- Customer operations management
- Problem-solving and workflow optimization
- Technical communication
- Team leadership
- Cross-functional collaboration
- Guidance and mentorship
- Escalation handling
- External partner liaison
Volunteer Experience
- Chartwell Retirement Homes, Dietary aide, Present, Communicated professionally with residents, families, visitors, and volunteers to ensure strong customer service. Prepared and plated meals according to menus and portion standards, including special dietary needs, and assisted with quality control audits and departmental procedures.
- Total Credit Recovery, Financial Services Representative (Debt Counsellor) Handled collection of outstanding dues through outbound calls and emails, assisting clients with debt management solutions. Assessed financial status and repayment ability, conducted account tracing, and followed regulatory guidelines while professionally negotiating repayment arrangements and documenting credit information in a remote work setting.
Timeline
Customer Service Representative Team Lead
Comprehensive Benefit Solutions
02.2024 - 12.2024
Benefits Administrator
Workforce Inc - Comprehensive Benefits Solutions
12.2023 - 02.2024
Customer Service Representative (Contract)
STAFF SHOP
03.2023 - 08.2023
Customer Success Associate
UrbanPiper
02.2022 - 04.2022
Claims Specialist (Process associate)
Ienergizer
03.2021 - 01.2022
Customer Service Representative (Virtual Customer Service)
Amazon
02.2020 - 03.2021
Post Graduate Diploma - Food and Nutrition Management
Georgian College
Bachelor of Science - Biotechnology
Guru Nanak Dev University