Sushmita Ghosh
Milton,Ontario
Summary
Dynamic Customer Service Desk Associate with proven expertise in call center operations and complaint handling, honed at Town Pharmacy. Excelled in creating promotional sales databases and enhancing team productivity by over 20%. Skilled in MS Office and active learning, adept at fostering collaborative service environments and resolving complex customer issues.
Overview
1
1
year of professional experience
1
1
Certification
3
3
years of post-secondary education
Work History
Customer Service Desk Associate
Town Pharmacy
09.2019 - 02.2021
- Managed high levels of call flow and responded to technical support needs.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Created and maintained detailed database to develop promotional sales.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Met customer call guidelines for service levels, handle time and productivity.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Cross-trained and backed up other customer service managers.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Investigated and resolved accounting, service and delivery concerns.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Education
Post Graduation Diploma in Computer Application - Computer Applications Development
MICE
Jorhat , Assam05-2019
Bachelor of Arts - Education Major
DGC Girls College
Jorhat , Assam , India 06.2014 - 05.2017
Skills
- Active learning
- Call center experience
- Language proficiency
- Email management
- Complaint handling
- Escalation management
- Dispute resolution
- Call recordkeeping
- Service support
- Staff education and training
- MS office proficiency
- User guidance
- Remote support
Languages
English
Full Professional
Hindi
Full Professional
Bengali
Native or Bilingual
Accomplishments
- Completed intensive training in database fundamentals and software engineering.
- Trained and led technical support teams of more than 5 support specialists.
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
- C++ Institute — C/C++ Certified Associate Programmer Certification (CPA) — C++ Institute.
- SQL Server
- Visual basic
- HTML
- MS Powerpoint
- MS Excel
Interests
- Graphic Design
- Gym Workouts
- Dancing
- Yoga
- Passionate about balancing physical health with mental and emotional wellness
- Regularly practice mindfulness and meditation for overall wellness
- Team Sports
- Cooking
- Baking
- Gardening
- Community Cleanup
Extracurricular activities
Volunteer work: At a local soup kitchen, animal shelter, or community center
Tutoring: Helping peers or younger students with academic subjects.
Customer service-related clubs: Participating in a customer service focused club at school or within a professional organization
Peer mentoring: Providing guidance and support to other students
Sports teams: Participating in team sports, showcasing teamwork and collaboration skills
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Desk Associate
Town Pharmacy
09.2019 - 02.2021
Bachelor of Arts - Education Major
DGC Girls College
06.2014 - 05.2017
Post Graduation Diploma in Computer Application - Computer Applications Development
MICE
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