Sweety Panwar
Surrey,BC
Summary
Professional with strong experience in customer support, prepared for this role. Skilled in conflict resolution, communication, and technical troubleshooting. Focused on team collaboration and achieving results, adapting to changing needs seamlessly. Reliable and approachable, with knack for building rapport and resolving client issues efficiently.
Overview
6
6
years of professional experience
Work History
Customer Support Associate
Elevate Services Ltd.
05.2022 - 11.2024
- Responded to customer requests for products, services, and company information.
- Personalized customer interactions, making customers feel valued and improving service perception.
- Empowered customers by providing resources and tutorials for self-help options, enhancing their product experience.
- Supported new team members through mentorship, enhancing team capabilities and service levels.
- Managed high volumes of customer calls and emails, ensuring timely and accurate responses.
- Played an instrumental role in updating and maintaining the company''s knowledge base to ensure easy access to accurate and current information for both customers and support staff.
- Utilized advanced problem-solving skills to identify root causes of recurring issues, implementing targeted solutions that led to improved customer experiences.
- Offered assistance in implementing and developing training programs.
- Analyzed quality and performance data to support operational decision-making.
- Researched and identified solutions to technical problems.
- Configured and tested new software.
- Created user accounts and assigned permissions.
- Generated reports to track performance and analyze trends.
Analyst
E-Clerx Services Ltd.
03.2019 - 05.2022
- Customer Support (live chat, live Calling and Email)
- Maintaining Individual and team's performance tracker.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
- Responded to customer requests for products, services, and company information.
- Managed high volumes of customer calls and emails, ensuring timely and accurate responses.
- Initiated follow-up phone calls to sellers concerning resolved issues to enhance platform experience.
- Assisted in training new hires, sharing best practices, and fostering a team-oriented environment focused on delivering excellence in customer service.
- Contributed to increased sales by upselling products and services when appropriate during support interactions.
Customer Care Representative
Tech Mahindra
09.2018 - 02.2019
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Assisted call-in customers with questions and orders.
- Managed high call volume with exceptional professionalism and efficiency.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
Education
Master's in Leadership, Business - Business Administration And Management
Trinity Western University
Langley01-2027
B.com(HON.) -
Arya PG College
12th -
Arya Girls Public School
10th -
Arya Girls Public School
Skills
- Proficient in Microsoft word, excel and outlook
- Technical troubleshooting
- Remote technical support
- Ticket management
- Telecommunication
- System testing
- Report preparation
- Software testing
- Teamwork and collaboration
Languages
Hindi
English
Punjabi
Hobbies and Interests
- Listening Music
- Travelling
- Public Speaking
Personal Information
- Date of Birth: 06/28/97
- Gender: Female
- Nationality: Indian
- Marital Status: Married
Disclaimer
I hereby declare that the information given above is true to the best of my knowledge.
Timeline
Customer Support Associate
Elevate Services Ltd.
05.2022 - 11.2024
Analyst
E-Clerx Services Ltd.
03.2019 - 05.2022
Customer Care Representative
Tech Mahindra
09.2018 - 02.2019
Master's in Leadership, Business - Business Administration And Management
Trinity Western University
B.com(HON.) -
Arya PG College
12th -
Arya Girls Public School
10th -
Arya Girls Public School
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