Swati .
Brampton,ON
Summary
Results-driven professional with a strong focus on aligning personal objectives with organizational goals. Committed to contributing to the financial success and efficiency of the company. Adept at identifying opportunities for improvement and implementing strategic solutions to drive growth. Demonstrated ability to effectively collaborate with cross-functional teams and deliver exceptional outcomes.
Overview
7
7
years of professional experience
1
1
Certification
Work History
PROBLEM SOLVER
ISS
11.2023 - Current
- Examine product specifications to ensure they align with intended functionality
- Clearly define the technical issue or challenge by making tickets of the products
- Outline the scope of the issue and potential impact on products and contact the vendors for further evaluations
- Provide in depth analysis of the root causes, supported by data, logs and evidence
- Suggest practical solutions or improvements to address the identified issues
- Evaluate results from testing procedures to identify potential bugs and malfunctions
- Gather and analyse feedback from users to understand their experiences and pinpoint recurring issues
- If applicable, review logs and error reports to identify patterns or anomalies
- Work closely with development teams to understand the product architecture and discuss potential root causes
- Evaluate potential risks associated with and proposed solutions in daily reports submitted to the higher management to evaluate
- Check documentation for accuracy and clarity, as unclear instructions can contribute to issues
Customer representative
TIM HORTONS
04.2023 - 10.2023
- Communication: Strong verbal and written communication skills are vital for effectively conveying information, understanding customer needs, and resolving issues promptly and courteously
- Empathy: The ability to empathize with customers' concerns and emotions enables customer representatives to build rapport, show understanding, and provide appropriate solutions
- Active Listening: Active listening involves fully concentrating on what the customer is saying, understanding their concerns, and responding thoughtfully
- It helps in identifying the root cause of problems and providing tailored solutions
- Problem-Solving: Customer representatives need strong problem-solving skills to analyze issues, assess various options, and develop effective solutions that meet customers' needs while adhering to company policies
- Patience: Dealing with diverse customers and resolving complex issues can be challenging
- Patience is crucial for maintaining composure, staying focused, and effectively addressing customer concerns without becoming frustrated
- Product Knowledge: A comprehensive understanding of the company's products or services is essential for providing accurate information, making appropriate recommendations, and troubleshooting effectively
- Adaptability: Customer representatives should be adaptable and flexible to handle various customer inquiries, adapt to changing situations, and quickly learn new information or processes
- Time Management: Efficiently managing time is essential for handling multiple customer inquiries simultaneously, prioritizing tasks, and ensuring timely responses and resolutions
- Conflict Resolution: The ability to defuse conflicts, remain calm under pressure, and find mutually beneficial solutions is critical for resolving disputes and maintaining positive customer relationships
- Multitasking: Customer representatives often need to juggle multiple tasks simultaneously, such as answering calls, responding to emails, and addressing customer inquiries via chat
- Strong multitasking skills help in managing workload efficiently
- Positive Attitude: Maintaining a positive and professional attitude, even in challenging situations, can significantly impact customer satisfaction and loyalty
- Attention to Detail: Paying attention to detail is essential for accurately recording customer information, documenting interactions, and ensuring that all customer requests are addressed comprehensively
- Teamwork: Collaborating with colleagues, sharing knowledge, and supporting team members contribute to a positive work environment and enhance overall customer service delivery
TELLE CALLER
09.2018 - 03.2019
- Pay close attention to customers, allowing them to express their concerns fully
- Show understanding and empathy towards customers' frustrations, acknowledging their feelings
- Collect essential details about the complaint, such as order specifics, date and location
- Work towards finding a satisfactory solution, whether it's a refund, replacement or other corrective actions
- Respond promptly to customers to demonstrate commitment and concerns
- Keep thorough records of each complaint, including the steps taken and resolution provided
- Share relevant feedback with the management team to address systematic issues
- Clearly communicate the resolution to the customer, providing any necessary follow-up information
Education
Supply Chain Management -
Fleming College
Toronto08.2024
Human Resource Management -
Algoma University
Brampton08.2023
MBA - Finance and MIS
HIMT
09.2022
Bachelors of Commerce -
GNDU
06.2018
Skills
- Google Drive
- Excel
- Microsoft Office
- Outlook
- Word
- Written Communication
- Diligent
- Leadership
- Problem Solving
- PROBLEM SOLVER
- Empathy
Languages
English
Professional Working
English
Professional Working
Certification
First Aid and CPR/AED Level C CSA Std.Z1210-17-Basic, 02/01/25
Timeline
PROBLEM SOLVER
ISS
11.2023 - Current
Customer representative
TIM HORTONS
04.2023 - 10.2023
TELLE CALLER
09.2018 - 03.2019
Supply Chain Management -
Fleming College
Human Resource Management -
Algoma University
MBA - Finance and MIS
HIMT
Bachelors of Commerce -
GNDU