Surabhi Joshi
Overview
11
11
years of professional experience
1
1
Certification
Work History
Visitor Care Associate
ONTARIO SCIENCE CENTRE (Ontario Public Services)
07.2024 - Current
- Providing in-person, front counter customer service responding to inquiries, providing advice and information, and resolving customer issues in a high-volume environment
- Ability to demonstrate a caring, warm and friendly approach to customer service applying knowledge of accessible, engaging and supportive customer interactions, in keeping with the service standards of the Ontario Science Centre.
- Strong oral communication skills to communicate clearly, politely, enthusiastically and persuasively over the phone and in person.
- Tact and diplomacy applied across service channels, which include the Box Office, parking, theatres and auditoriums, and on the floor greeting and engaging visitors.
- Strong collaboration & interpersonal skills to interact effectively with other team members in discussing and resolving service challenges and issues together to ensure operational requirements are met.
- Flexibility and multi-tasking skills and the ability to quickly shift focus in a fast-paced service and sales environment.
- Acute attention to transaction detail ensuring accurate recording/entry of confidential customer sales data and subscription information.
- Proven ability with respect to front-line sales and operating a computerized ticketing point of sale system.
- Excellent knowledge of cash handling policies and balancing procedures.
- Math skills to ensure precise transactions and appropriate tracking, records, corrections, in a ticketing database environment.
- Demonstrated analytical and problem-solving skills to probe for information, assess situations and determine appropriate course of action
- Demonstrate good judgment and a positive attitude when interacting with internal and external stakeholders
Google Ads Strategist
TELEPERFORMANCE
02.2024 - 07.2024
- As a member of the Google Ads sales team, working on inbound and outbound leads to suggest new solutions and budget to their existing Google Ads account through voice and chat process for one of the largest players in the digital ad space
- Develop online marketing strategies for clients henceforth, achieving both brand awareness and performance marketing goals. This is done by understanding the client’s business goals, crafting compelling solutions and meeting customer expectations
- Part of the largest digital advertising team who creates unique customer experiences while actively making an impact in the online marketing environment
- Trusted advisor for new business clients in relation to their online advertising campaigns, with the opportunity of having a significant impact on their business using Salesforce platform
- Collaborated with cross-functional teams to develop and execute strategic initiatives aligned with organizational objectives.
Cashier/ Supervisor (Store Front)
SHOPPERS DRUG MART
06.2022 - 12.2023
- Managing the staff, providing customer service and ensuring that the store runs smoothly and efficiently
- Maintains a neat and organized checkout area and proper security of cash and merchandise
- Accurately scans or enters product data and accounts for cash and coupon, lottery, and PC Optimum
- Merchandises and maintains designated areas (facing, signing, labeling) Ensures loss prevention Standards are followed
- Controls cash, lottery, and stamp inventory in accordance with prescribed cash handling policies and procedures
- Quickly and accurately counted drawers at start and end of each shift.
- Optimized store performance by coordinating with other department supervisors to ensure seamless communication and teamwork.
Supervisor/Manager
SUBWAY
05.2018 - 10.2021
- Greeting customers and preparing their orders, using Point of Sale system/cash register to record their order, collecting payment, making change as required.
- Understanding and adhering to all quality standards, formulas and procedures.
- Proving a high level of leadership and supervising the activities of staff.
- Completing and posting the staff work schedules.
- Maintaining accurate records of time of shift workers.
- Maintains business records as outlined in the Operations Manual. Analyzes business records to increase sales.
- Follows all policies & procedures as outlined in the Operations Manual.
- Becomes familiar with and comply with all company policies as outlined in the Subway Employee handbook.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
Customer Service Advisor
MIRATEL SOLUTIONS
02.2017 - 04.2018
- Represent some of Canada’s largest charitable organizations
- Holding inbound and outbound calls, resolve customer issues in real-time with web chat integration
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Streamlined call handling processes for increased efficiency and reduced wait times.
Customer Experience Officer
Toronto Transit Commission
07.2017 - 12.2017
- Working for TTC (Toronto Transit Commission) via TBM Service Group
- Assisting members of public in their commute and provided excellent customer service guidance by actively giving directions, especially to large crowds and groups
- Educating customers on how to use various payment machines, engage and approach customers who appear to be lost or confused
- Maintained up-to-date knowledge of company policies, products, and services to effectively address customer questions and concerns.
Web Developer Intern
ERPLAIN (DMZ at Ryerson University)
06.2017 - 09.2017
- Worked as a web developer intern in erplain. This company is associated with DMZ (Digital Media Zone) - Ryerson Futures
- Worked as a software/Web developer
- Worked with Drupal – Open Source to build websites
- Worked on Quality Assurance and Testing
- Enhanced website functionality by optimizing existing code and implementing new features.
- Studied user requirements to gain strong understanding of project initiatives and deadlines.
- Streamlined webpages for faster load times and improved user experience.
- Prioritized and problem-solved several tasks concurrently with minimum supervision.
Java Intern
Dream Tech Labs
01.2015 - 06.2015
- Six months industrial training in Java (core and advance) with Oracle database. Developed web application on NetBeans platform
- The project was a career guiding app to students including preparation material for different exams and latest job opportunities
Android Intern
The Kites
05.2014 - 08.2014
- Developed Android app named “Lemme” for geo-navigation and tasking. The app included open street maps to make navigation easy
- Eclipse platform was used to develop the app
Core Java Trainee
GTB Group
12.2013 - 01.2014
- Gained hands-on experience with various Java frameworks such as Spring, Hibernate, and Struts, enhancing proficiency in application development.
- Developed a strong foundation in programming logic and problem-solving abilities, preparing for a successful career as a Java developer.
- Participated in code reviews, incorporating feedback to improve coding skills and overall product quality.
- Trained in Core Java covering basic object- oriented programming concepts on NetBeans platform
Education
Online Program - Cloud & DevOps: Continuous Transformation
Massachusetts Institute of Technology
Cambridge, United States09.2022
Post Graduate Certificate - Mobile Application Design And Development
Lambton College of Applied Arts And Technology
North York, ON09.2017
Bachelor of Technology - Computer Science And Engineering
I.K. Gujral Punjab Technical University
India06.2015
Skills
- Technical - HTML, CSS, Core Java, Javascript, Python, Swift Programming, Quality Assurance Testing, Database Management, DevOps, Docker, Kubernetes, Drupal, Eclipse, Google Ads Platform, Netbeans, SQL, Visual Studio, AWS, MS Office, Salesforce Platform
- Additional - POS Management, Retail, Cash Handling, Call Handling, Customer Service, Documentation, Inventory management, Merchandising, Supervision, Managerial skills
Certification
Derived Insights from BigQuery Data - Smart Analytics - Skill Badge
Google | May 2024
- Derive Insights from BigQuery Data skill badge to demonstrate skills in the following: write SQL queries, query public tables, load sample data into BigQuery, troubleshoot common syntax errors with the query validator in BigQuery, and create reports in Looker Studio by connecting to BigQuery data.
Timeline
Visitor Care Associate
ONTARIO SCIENCE CENTRE (Ontario Public Services)
07.2024 - Current
Google Ads Strategist
TELEPERFORMANCE
02.2024 - 07.2024
Cashier/ Supervisor (Store Front)
SHOPPERS DRUG MART
06.2022 - 12.2023
Supervisor/Manager
SUBWAY
05.2018 - 10.2021
Customer Experience Officer
Toronto Transit Commission
07.2017 - 12.2017
Web Developer Intern
ERPLAIN (DMZ at Ryerson University)
06.2017 - 09.2017
Customer Service Advisor
MIRATEL SOLUTIONS
02.2017 - 04.2018
Java Intern
Dream Tech Labs
01.2015 - 06.2015
Android Intern
The Kites
05.2014 - 08.2014
Core Java Trainee
GTB Group
12.2013 - 01.2014
Online Program - Cloud & DevOps: Continuous Transformation
Massachusetts Institute of Technology
Post Graduate Certificate - Mobile Application Design And Development
Lambton College of Applied Arts And Technology
Bachelor of Technology - Computer Science And Engineering
I.K. Gujral Punjab Technical University
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