Sunny Raj
Mississauga,ON
Summary
Dedicated and results-driven with 10 years of experience in the service industry. Seeking a challenging position where I can leverage my problem solving, attention to detail, and teamwork skills to contribute to the company's success. Completed Lean Six Sigma White Belt, Yellow Belt and Green Belt certificates as an efficiency expert. Eager to bring my expertise in customer service skills, quick learning skills to a dynamic team committed to success.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Web Development
Shaw Communications
06.2016 - 09.2023
- Created Web pages in HTML and CSS
- Received tickets to create and/or modify existing pages on ShawDirect.ca and the internal Library called The Pipe
- Managed the website and the team to ensure we met sometimes aggressive targets and deadlines
- Created Pilots for new programs and applications for call centre agents to use new applications and give their feedback so we can improve on
- Managed the Call centre support room several times a week when the Supervisors were in the weekly meetings
- Participated in stakeholder meetings to ensure a clear view of the task was relayed.
Loyalty
Shaw Communications
- Handled pressure situations several times daily to help retain business goals
- Working with Commercial and residential accounts attempting to save business
- Top of my team in saves and overall efficiency
- Excellent negotiation skills to give customers what they want without breaking the bank.
Tech Support
Shaw Communications
- Successfully assisted customers with their Satellite services
- Gave customers complex instructions in a way that is understandable by all
- Utilized my extensive soft skills to handle upset customers and remain focus on the goal of fixing their services.
Customer service
Shaw Communications
- Started in Sales and Service where I handled commercial and residential satellite accounts
- Exceeded all sales and efficiency targets on a month-to-month basis.
Dilawri Contact Centre
04.2014 - 04.2016
- Performed calls to get customers back into the dealership to generate revenue
- Met and/or exceeded sales targets on a daily basis
- Provided excellent customer service by understanding the product and service
- Able to use the outside the box approach by being very personable based on a customer-to-customer basis
- Able to multitask and use various systems to accommodate to the customer’s needs
- Managed customer databases for 3 and sometimes 4 dealerships daily
- Sent daily reports of customers contacted, customers reached, and appointments set via Outlook.
PC Financial Mastercard
03.2012 - 11.2013
- Worked Levels 1 – 3 Customer service
- Handled customer inquiries in an efficient and personal fashion
- Verified security on every call
- Met or exceeded all monthly and weekly targets
- Assisted new hires with training.
Office Move Pro
07.2010 - 02.2012
- Promotional Manager
- Handled and put together promotional material
- Collected data for mail outs as well as addresses to send to appropriate market
- Targeted both Residential clients as well as Commercial
- Created Calling Lists for potential clients to send off to sales and try to generate revenue.
Rogers Communications
08.2007 - 03.2011
- Soft Collections
- Try to retain Customers when upset about service
- Worked very well under pressure in a high-volume environment
- Excellent customer service with tone and helpfulness
- Handled Customer Inquires
- Made arrangements for past due accounts
- Documented all accounts after every interaction
- Able to meet or exceed aggressive targets
- Trained new hires with the SGI system.
Education
Business Administration -
George Brown College
01.2007
Ontario Secondary School Diploma -
Thomas L. Kennedy High School
01.2005
Skills
- Loyalty Programs
- Call Center Experience
- Brand Awareness
- Time Management
- Problem Solving
- Organizational Skills
- Account Management
- Training and Development
- Customer Service
- Active Listening
- Effective Communication
- Computer Literacy
Languages
English
Native or Bilingual
Certification
Lean Six Sigma White Belt
Lean Six Sigma Yellow Belt
Lean Six Sigma Green Belt
References
References available upon request
Timeline
Web Development
Shaw Communications
06.2016 - 09.2023
Dilawri Contact Centre
04.2014 - 04.2016
PC Financial Mastercard
03.2012 - 11.2013
Office Move Pro
07.2010 - 02.2012
Rogers Communications
08.2007 - 03.2011
Loyalty
Shaw Communications
Tech Support
Shaw Communications
Customer service
Shaw Communications
Business Administration -
George Brown College
Ontario Secondary School Diploma -
Thomas L. Kennedy High School
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