Tanumansa Gandhi
Surrey,Canada
Summary
Forward-thinking professional skilled at operating departments efficiently to meet goals. Develops strategies, provides training, sets goals, and obtains team feedback. Excellent interpersonal and communication skills. Proactive and hardworking individual focused on continuous operational improvement.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Banking Consultant and Advisor
Royal Bank of Canada
02.2024 - 07.2024
- Handling 40-60 inbound calls daily from RBC clients across various communication channels, delivering exceptional customer service in each interaction
- Assisting clients empathetically by addressing a wide range of inquiries and providing diverse banking solutions
- Resolving client concerns promptly at the first point of contact, including everyday banking questions, account openings, password changes, and credit card charge inquiries
- Supporting team success by collaborating with colleagues to meet client needs effectively
- Fostering and maintaining partnerships to function cohesively as one RBC team
- Managing risks by adhering to compliance routines, processes, and controls to protect client and shareholder interests
- Educating and assisting clients in using RBC's digital tools and capabilities.
Customer Service Representative- Fundraising
Purdys Chocolatier
01.2023 - 02.2023
- Validated contact information for existing and new customers to ensure accurate records
- Proactively contacted leads through inbound and outbound calls to promote exceptional sales programs, showcasing their value and benefits
- Provided support to customers navigating our online ordering system, offering guidance and assistance to enhance their experience
- Utilized troubleshooting skills to address any issues customers encountered with the website and online ordering system, ensuring smooth and seamless transactions
- Responded to inquiries from customers promptly and professionally, delivering excellent customer service and resolving concerns to their satisfaction
- Performed additional tasks as needed, including data entry, organization, and research on new customers to support sales and marketing efforts.
Operations Team Lead
Better Mortgage
02.2019 - 03.2022
- Enhanced operational performance through the development and optimization of standard practices
- Facilitated associate focus groups and meetings to gather suggestions, address concerns, and foster positive relations among team members and management
- Encouraged and promoted ideas aligned with business needs and benefits
- Assigned individual tasks to team members and monitored progress against production SLAs
- Conducted quality checks on completed tasks to ensure compliance with specifications and assigned appropriate quality grades
- Managed, coached, and mentored a team of 15+ staff, including conducting performance reviews, interviews for new hires, and disciplinary actions.
Senior Executive
WNS Global Services
01.2018 - 02.2019
- Conducted in-depth analysis of digital currencies, assessing their functionality and impact on financial markets
- Addressed customer concerns and challenges related to digital currencies, providing effective solutions to enhance their experience
- Utilized customer feedback to analyze wants and needs, tailoring services to meet individual client requirements
- Collaborated with clients to understand their investment objectives, ensuring alignment with their financial goals
- Educated customers on various digital currencies, offering insights into their unique features and functionalities
- Simplified complex concepts to help customers grasp the mechanics of different digital currencies, facilitating informed decision-making
- Conducted thorough assessments of customer accounts to ensure accuracy and security, implementing necessary measures to safeguard their assets and information.
Senior Associate
Aegis Global
04.2016 - 10.2017
- Managed day-to-day operations of multiple high-profile, award-winning social media accounts
- Responded to community concerns via social media, demonstrating critical thinking, research skills, and clear, concise writing
- Proficient in Social Media analytics on Facebook and Twitter
- Continuously monitored online public relations to ensure client program success
- Oversaw Social Media platform usage, providing customer service through Facebook and Twitter
- Collaborated with clients to establish goals and strategies based on their needs and my expertise
- Supervised employees, managing tone of responses, direct messaging, and response time
- Assisted customers in porting to Airtel services.
Education
Master of Business Administration -
University Canada West
Vancouver, BC03.2024
Bachelor of Education -
Kurukshetra University
05.2015
Bachelor of Computer Applications -
Goswami Ganesh Dutta SD College
04.2011
Skills
- Leadership Skills
- Team member training
- Quality assurance
- Efficiency optimization
- Teamwork and Collaboration
- Decision-Making
- Creative problem solving
- Administrative support
- CRM
- JIRA
- Call center operations
- Process updates
- Operations research
- Multitasking
- Organizational Skills
- Attention to Detail
- Reporting skills
- Operational Efficiency
- Microsoft Excel
- Microsoft PowerPoint
- Cross-Functional Teamwork
- Statistical Analysis
- Problem-Solving
- Team building
- Interpersonal Communication
- Microsoft SharePoint
- Time Management
- Excellent Communication
- Active Listening
- Effective Communication
- Analytical Skills
- Written Communication
- Time management abilities
Certification
Afecheck Advanced Food Safety Certification Program
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Punjabi
Native or Bilingual
Timeline
Banking Consultant and Advisor
Royal Bank of Canada
02.2024 - 07.2024
Customer Service Representative- Fundraising
Purdys Chocolatier
01.2023 - 02.2023
Operations Team Lead
Better Mortgage
02.2019 - 03.2022
Senior Executive
WNS Global Services
01.2018 - 02.2019
Senior Associate
Aegis Global
04.2016 - 10.2017
Master of Business Administration -
University Canada West
Bachelor of Education -
Kurukshetra University
Bachelor of Computer Applications -
Goswami Ganesh Dutta SD College
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