Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Timeline
Hi, I’m

Sonya Singh

Shelburne,ON

Summary

Elevating customer satisfaction to new heights at GoodLife Fitness, I leveraged my expertise in conflict resolution and advanced product knowledge to resolve issues and enhance loyalty. Recognized for outstanding client retention and team leadership, I consistently exceeded performance metrics, contributing to a positive, results-driven work environment.

Overview

15
years of professional experience

Work History

GoodLife Fitness

Customer Service Representative
04.2016 - 01.2025

Job overview

  • 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.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Conducted training sessions for new hires, ensuring consistent level of service across team.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Led quarterly customer service meetings to review performance and set goals for improvement.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Developed feedback system for customers to share their service experience, leading to actionable improvements.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Met customer call guidelines for service levels, handle time and productivity.

Newtopia

Team Leader
01.2016 - 01.2018

Job overview

  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
  • Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
  • Assisted in recruitment to build team of top performers.
  • Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
  • Coordinated resources effectively to meet project deadlines and achieve desired results.
  • Facilitated decision-making processes within group through open dialogue and consensus-building techniques.
  • Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
  • Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
  • Achieved project milestones ahead of deadlines, coordinating effectively with stakeholders and managing resources efficiently.

Everest College

Employment Specialist
02.2010 - 02.2015

Job overview

  • Delivered workshops on resume writing and cover letter creation for job seekers.
  • Prepared regular reports to summarize client achievements and program effectiveness.
  • Engaged with local employers to promote available talent and job opportunities.
  • Conducted thorough assessments by evaluating client skills and employment barriers.
  • Identified suitable job opportunities by collaborating with local businesses.
  • Assisted clients with completing job applications and submitting resumes to improve interview chances.
  • Established strong relationships with local employers to match clients with suitable job opportunities.
  • Provided ongoing support and guidance for clients during their job search, leading to increased confidence and motivation.
  • Enhanced client employability by conducting thorough assessments and identifying individual strengths and weaknesses.
  • Assisted clients in developing effective job search strategies that leveraged their unique skills, experience, and qualifications for targeted positions.
  • Forged relationships with employers to gain insight into job openings and career opportunities.
  • Tracked client progress through detailed case notes and regular follow-ups, ensuring efficient service delivery.
  • Updated client records to reflect personal information, qualifications and career aspirations.
  • Developed relationships with diverse businesses to develop competitive and permanent job opportunities for consumers.
  • Matched clients to open positions based on skills and work requirements.
  • Led job readiness and career-building workshops to uplift client confidence.
  • Worked closely with government agencies such as workforce centers or vocational rehabilitation teams to maximize client resources and support.
  • Recognized client employment barriers and devised strategies to resolve.
  • Coordinated onsite employer recruitment events that connected qualified candidates directly with hiring managers in target industries.
  • Provided clients with on-the-job training and employment related support to maintain and retain employment.
  • Provided regular updates on clients'' progress to internal team members, ensuring a cohesive approach to service delivery and timely intervention when necessary.
  • Advised clients on job searching, interviewing and resume writing techniques to increase employment chances.
  • Managed a diverse caseload of individuals from various backgrounds, tailoring services based on unique needs and circumstances.
  • Conducted employer and community organization outreach to promote employment services.
  • Developed customized employment plans for clients, resulting in successful job placements and long-term career growth.
  • Negotiated reasonable accommodations with employers in order to ensure a smooth transition for clients into their new positions.
  • Conducted assessments, interviews, and job trials with clients to develop person-centered plans for employment and support.
  • Facilitated job fairs and industry events to build employment networks.
  • Facilitated successful placements by proactively identifying potential challenges and addressing them before they became obstacles.
  • Devised and implemented individualized employment plans to support client goals.
  • Collaborated closely with interdisciplinary teams to address client barriers and facilitate access to necessary resources.
  • Assisted clients in accessing additional resources such as training programs, educational courses, or financial assistance when needed.
  • Organized comprehensive workshops on resume writing, interview techniques, and workplace etiquette to prepare clients for the job market.
  • Maintained up-to-date knowledge of local labor market trends and changing industry requirements through continuous professional development activities.
  • Maintained records of consumer employment activity such as potential and current employers.
  • Assessed individuals to identify skills, strengths and interests for job placement.

Education

University of Toronto
Toronto, None

Skills

  • Professionalism and etiquette
  • Advanced contouring techniques
  • Attention to detail
  • Problem-solving
  • Social media content
  • Customer service
  • Client consultations
  • Sales strategy
  • Product knowledge
  • Relationship building
  • Client relationship building
  • Detail-orientated
  • Clear communication
  • Sales and upselling
  • Professional networking
  • Endurance
  • Service promotion
  • Product recommendation
  • Presentations and demonstrations
  • Time management
  • Excellent communication
  • Reliability
  • Organizational skills
  • Team collaboration
  • Multitasking Abilities
  • Multitasking
  • Social skills
  • Problem-solving abilities
  • Teamwork and collaboration
  • Teamwork
  • Decision-making
  • Relationship building and management
  • Data entry
  • Self motivation
  • Outstanding client retention
  • Customer relations
  • Problem resolution
  • Call center experience
  • Computer proficiency
  • Conflict resolution
  • Complaint handling
  • Professional telephone demeanor
  • Customer satisfaction measurement
  • Call center operations
  • Microsoft outlook
  • Follow-up skills
  • Call management
  • De-escalation techniques
  • Building rapport
  • Dispute resolution
  • Customer education

Languages

English
Native or Bilingual
Hindi
Professional Working

Accomplishments

  • Resolved product issue through consumer testing.
  • Supervised team of Number staff members.
  • Achieved Result by completing Task with accuracy and efficiency.

Timeline

Customer Service Representative

GoodLife Fitness
04.2016 - 01.2025

Team Leader

Newtopia
01.2016 - 01.2018

Employment Specialist

Everest College
02.2010 - 02.2015

University of Toronto

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Sonya Singh