Susmita Roy
Surrey
Summary
Customer Service Representative with 10+ years of experience leveraging technological expertise and problem-solving skills to enhance client satisfaction and retention. Proficient in MS Office and adept at upselling, driving a 15% increase in client retention and streamlining operations for improved efficiency. Committed to delivering exceptional service and fostering brand loyalty through innovative solutions and effective communication.
Overview
7
7
years of professional experience
Work History
Claims Examiner
Canada Life
Winnipeg
12.2024 - Current
- Evaluate insurance claims, ensuring compliance and accuracy using data-driven methods.
- Review medical documents and policy terms for eligibility, implementing verification protocols.
- Collaborate with healthcare providers and teams to resolve complex claims efficiently.
- Streamline claims processes, reducing time while maintaining high accuracy standards.
- Guide policyholders through claims procedures, providing clear explanations and support.
Financial Banking Advisor
Royal Bank Of Canada (RBC)
Winnipeg
04.2023 - 08.2024
- Manage portfolios, ensuring client trust and satisfaction.
- Implement banking solutions, boosting efficiency by 20%.
- Assess risk, resolve issues, enhance customer loyalty.
- Increase client retention through advisory services.
- Streamline workflow, improve team productivity.
Customer Service Specialist
Rogers Communication
Winnipeg
12.2021 - 03.2023
- Resolved customer issues, boosting satisfaction and retention
- Processed adjustments, ensuring financial accuracy
- Increased sales by addressing product concerns
- Applied policies, promoting a positive environment
Senior Technical Support Representative
Apple Support
01.2020 - 12.2021
- Resolved technical issues via email, chat, and phone, ensuring customer satisfaction.
- Reviewed support cases for accuracy, leading to improved troubleshooting processes.
- Documented customer inquiries for technical documentation, aiding bug tracking.
- Managed customer inquiries with automated systems, ensuring timely resolution.
- Provided Tier 1 IT support for hardware/software, enhancing employee productivity.
Customer Service Representative
The Source
08.2018 - 01.2020
- Enhanced guest satisfaction through strong communication and relationship-building skills.
- Collaborated with team members to enhance service delivery and customer satisfaction.
- Addressed complaints with empathy, providing solutions to improve client experiences.
- Trained new staff on customer service protocols and organizational policies.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
Business Administration - Marketing
Sheridan College Institute of Technology And Advanced Learning
Brampton, ONBBA - Finance
Amity University
Kolkata, IndiaSkills
- Call Center Operations
- Customer support needs assessment
- Technical Troubleshooting
- MS Office proficiency
- Credit card payment processing
- Inbound and Outbound Calling
- Problem-solving abilities
- Customer relations
- Sales expertise
- Promotional support
- Data evaluation
- Call Documentation
- Upselling Products and Services
- Issue and Complaint Resolution
- Customer Retention Strategies
- Effective Written and Verbal Communication
- Claims evaluation
- Data verification
- Medical documentation review
- Compliance auditing
- Disability claims process
- Coding systems
- AMS360
- Claims processing
- Benefits review
- Active listening
- Computer skills
- Staff management
- Payment processing
Languages
Expert, Expert, Expert, Experienced
Personal Information
Title: Customer service representative
Timeline
Claims Examiner
Canada Life
12.2024 - Current
Financial Banking Advisor
Royal Bank Of Canada (RBC)
04.2023 - 08.2024
Customer Service Specialist
Rogers Communication
12.2021 - 03.2023
Senior Technical Support Representative
Apple Support
01.2020 - 12.2021
Customer Service Representative
The Source
08.2018 - 01.2020
Business Administration - Marketing
Sheridan College Institute of Technology And Advanced Learning
BBA - Finance
Amity University