Sonia Nath
Brampton,ON
Summary
Experienced Customer Care Representative Cum Security Officer Licensed brings 15+ years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsible and resilient team player with an adaptable and resourceful mindset. To seek a successful and challenging career in a growing organization To contribute to the organization’s success through the use of exceptional customer service, managerial, and people skills obtain a challenging position with hard work and intelligence and contribute best efforts towards the growth of the organization.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Care Representative
Advatek Printing
04.2024 - Current
- Managed approximately 50 incoming calls, emails and faxes every day with a positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and quick problem-solving.
- Assisted call-in customers with questions and orders.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Navigated multiple computer systems and applications to find information.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
Security Supervisor
Global Security Solutions
08.2023 - 03.2024
- Conducted regular patrols of the facility to detect and deter security threats.
- Recorded incident reports with detailed accounts of occurrences.
- Monitored alarm systems and CCTV footage to enable prompt attention and response.
- Closely monitored alarm systems, responding promptly to alerts and coordinating appropriate action when necessary.
- Maintained a secure environment for employees and visitors by enforcing access control policies and visitor management procedures.
- Coordinated with security personnel or other departments to establish the safety of visitors and staff.
- Prepared and submitted reports to keep management informed of security activities and developments.
- Supervised and evaluated the security staff of 5 team members' performance to determine compliance with safety regulations.
Customer Care Representative
Advatek Printing
10.2022 - 07.2023
- Managed approximately 30 to 50 incoming calls, emails and faxes per day from customers every day with a positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Logged call information and solutions provided into the internal database.
- Contributed to team success, consistently achieving call centre performance metrics.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Business Development Manager (Freelancer)
ERTIGA PETROLUBS
03.2020 - 05.2021
- Due to Corona Lockdown, worked from home as a freelancer.
- Strengthened relationships with 30 existing key clients through regular communication and meetings.
- Developed comprehensive marketing plans, including pricing strategies and promotional campaigns.
- Increased client base by developing and implementing effective business development strategies.
- Secured major contracts by delivering persuasive presentations to potential clients.
Business Development Manager (Freelancer)
SANVYO LUBES
04.2019 - 03.2020
- Due to Corona Lockdown, worked from home as a freelancer.
- Strengthened relationships with old and New clients through regular communication and meetings.
- Secured major contracts by delivering persuasive presentations to potential clients.
- Developed comprehensive marketing plans, including pricing strategies and promotional campaigns.
- Spearheaded the implementation of CRM software, improving data management and enhancing customer service capabilities.
- Mentored junior team of 10 members, fostering a positive work environment that encouraged professional growth.
- Developed customized solutions for clients based on a deep understanding of their unique pain points, delivering exceptional value and driving repeat business.
CUSTOMER CARE REPRESENTATIVE/ BDM Work From Home
PRO GLOBAL MARINE CONSULTANTS & SERVICES PVT. LTD.
01.2019 - 06.2019
- Due to Corona Lockdown
- Strengthened relationships with key clients through regular communication and meetings.
- Secured major contracts by delivering persuasive presentations to potential clients.
- Increased client base by developing and implementing effective business development strategies.
- Mentored junior team members, fostering a positive work environment that encouraged professional growth.
- Organized networking events to connect with potential clients, increasing brand visibility within target sectors.
- Coordinated trade show appearances, effectively presenting company's products / services to prospective customers.
- Represented company and promoted products at conferences and industry events.
- Reached out to potential customers via telephone, email, and in-person inquiries.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Organized promotional events and interacted with community to increase sales volume.
CUSTOMER CARE REPRESENTATIVE/ BDM
HALIFAX DIESEL TRADING LLC
12.2017 - 12.2018
- Handling Cash and Managing Day to Day operations.
- Managed a high volume of 20 -50 inbound calls, multitasking effectively to address diverse customer needs simultaneously.
- Took ownership of customers issues to follow problems through to resolution.
- Maintained up-to-date knowledge of industry trends and product offerings to better serve customers.
- Reduced customer complaints up to 90% with proactive issue identification and resolution strategies.
Business Development Manager
KSA PETROCHEM PVT LTD.
04.2016 - 12.2017
- Managed cross-functional teams to successfully execute international projects on time and within budget.
- Improved efficiency of global operations by streamlining processes and implementing best practices across all departments.
- Created standardized framework for evaluating potential international business opportunities, enabling more informed decision-making and prioritizing efforts.
- Negotiated favorable contracts with overseas suppliers, reducing costs and ensuring product quality.
- Cultivated strong relationships with key stakeholders in target markets, fostering trust and collaboration.
Business Development Manager (Freelancer)
PMSM INTERNATIONAL FZE
10.2014 - 03.2017
- SHARJHA HAMRIYA FREE ZONE COMPANY (UAE) on an international level did business handling,
- Streamlined operations and prioritized tasks, allowing senior staff to increase revenue by 25%'
- Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
- Oversaw complex negotiations with suppliers/vendors for favorable contract terms that led to cost savings.
- Optimized resource allocation for improved efficiency and profitability across all departments.
- Directed large-scale projects from inception to completion on time/budget with strict adherence to quality standards.
- Promoted a culture of continuous learning by investing in employee development programs and resources.
- Expanded market presence through successful negotiation of key partnerships and acquisitions.
- Elevated brand recognition on global scale by executing comprehensive digital marketing campaign.
- Facilitated entry into new international markets, conducting thorough market research and establishing local partnerships.
- Trained and guided team members to maintain high productivity and performance metrics.
- Managed purchasing, sales, marketing and customer account operations efficiently.
Education
Diploma in Secretarial Practice - Business and Office Management
Women’s Polytechnic South Ext.
South Extension, New Delhi, India01.1997
Bachelor of Arts - Graduation
Delhi University
New Delhi, India01.1997
High School Diploma -
GIIT & CAD Centre
Kalka Ji, New Delhi, India01.1995
Senior Secondary Education, 10+2 , CBSE Board- Art - CBSE
Air Force Senior Secondary School
New Delhi, India.01.1994
Secondary Education Class 10 Th Grade , CBSE Board - Arts
CBSE
New Delhi, India01.1992
Skills
- Solid Managerial and Administrative experience, Exceptional Versatility and Adaptability A Quick Learner
- Dedication and drives as a hard-working individual
- Superlative communication and team-building skills
- Ability to manage multiple tasks in a pressured environment
- Experienced in all below fields:-
- Incident Reporting, Integrity and Honesty, Security Systems, CCTV Monitoring, Patrol operations, Alarm response, Visitor management
- Patrolling, Workplace Safety, Document Preparation, Complex Problem-Solving, Event security, Security camera monitoring, Relationship building and management, Building patrol, Customer Service, Visitor screening, Adaptable and Flexible, Cooperative Attitude, Honest and Dependable
Languages
English
Full Professional
Hindi
Full Professional
Punjabi
Professional Working
Personal Information
- Passport Number: M-1346544
- Date of Birth: 01/01/77
- Nationality: Indian
- Visa Status: 3 Months Visitor Visa (U.A.E)
Certification
- Security Officer/ Concierge Licensed
- First Aid Certificate
- CPR
- Police Clearance Certification Done.
Timeline
Customer Care Representative
Advatek Printing
04.2024 - Current
Security Supervisor
Global Security Solutions
08.2023 - 03.2024
Customer Care Representative
Advatek Printing
10.2022 - 07.2023
Business Development Manager (Freelancer)
ERTIGA PETROLUBS
03.2020 - 05.2021
Business Development Manager (Freelancer)
SANVYO LUBES
04.2019 - 03.2020
CUSTOMER CARE REPRESENTATIVE/ BDM Work From Home
PRO GLOBAL MARINE CONSULTANTS & SERVICES PVT. LTD.
01.2019 - 06.2019
CUSTOMER CARE REPRESENTATIVE/ BDM
HALIFAX DIESEL TRADING LLC
12.2017 - 12.2018
Business Development Manager
KSA PETROCHEM PVT LTD.
04.2016 - 12.2017
Business Development Manager (Freelancer)
PMSM INTERNATIONAL FZE
10.2014 - 03.2017
Diploma in Secretarial Practice - Business and Office Management
Women’s Polytechnic South Ext.
Bachelor of Arts - Graduation
Delhi University
High School Diploma -
GIIT & CAD Centre
Senior Secondary Education, 10+2 , CBSE Board- Art - CBSE
Air Force Senior Secondary School
Secondary Education Class 10 Th Grade , CBSE Board - Arts
CBSE
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