TASNIIEM GHIEEWALAA
Customer Service
London,Ontario
Summary
Experienced Customer Service agent with proven track record driving high customer satisfaction and creating positive customer experiences. Proficient in using various customer service software programs and offers strong knowledge of customer service best practices. Highly organized, reliable and attentive to customer needs.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Seasonal Coach / Approval Team / Customer Service Associate
Sitel Teleservices Canada,Inc
07.2022 - Current
- Chat) : Bath and Body Works
- Assisting customers via phone / chat with regards to re-shipping a product, processing refunds, issuing a Gift card etc, product enquiries, placing orders, tracking shipment, adding loyalty points/rewards, deletion of loyalty account etc
- Handling team of 7-10 agents with all process related queries, Kronos correction etc
- Coaching agents about the process, keeping a track on absenteeism, correct aux, preparing reports
- Approving orders over $150 and sending orders for review over $300.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
Field Service Dispatcher
Contact Point 360, Pivotal Home Solutions
09.2021 - 07.2022
- Assign claims to the appropriate field technicians on timely basis
- Follow-up and co-ordinate with service providers, customers and field technicians to ensure smooth completion of the claim
- Handle inbound calls from field technicians and support them with claims query like coverage, reassignment, pre-authorization, deeming etc.
Telecommunication Sales Representative
Fido at Pearson Airport T1, Wireless DNA Inc
03.2021 - 09.2021
- Optimize sales and activate new wireless line or home internet for the customers
- Follow-up with customers about the services provided and promoting referral and home internet offers
- Engage with customers and promote Fido products and services and sell phones on contract
Technical Customer Support Advisor
Intouch Inc
10.2020 - 01.2020
- MARSHMALLOW PROCESS
- Handle inbound calls and troubleshoot technical issues pertaining to mobile phones, laptop, computer, tablets etc
- Set up services for hardware related issues like mail-in, carry-in, exchange etc
- With authorised service providers
- Probe and resolve software, hardware or customer’s account related issues
- Effectively provide resolution to clients within SLA
Senior Customer Service Executive
BARCLAYS
04.2019 - 12.2019
- PROCESS) WORKED AS MORTGAGE UNDERWRITER
- Review and evaluate daily loan submitted by mortgage advisor or broker
- Assess Self employed applications of a Sole trader, Partnership Firm, Public and Private Limited Companies
- Review documents like pay slips and bank statements of applicants
- Make loan eligibility decisions after thorough review of the application.
KOREAN AIR
08.2015 - 07.2018
- RESERVATION AND TICKETING
- Handle Reservation and Ticketing for Walk-in passengers, provide fare and flight details
- Assign weekly job assignments to colleagues and supervise teamwork
- Calculate Refunds, prepare tele-sale report, handle flight checks etc.
Education
Certificate in Accounting and Payroll Administration - undefined
M.B.A - Operations
Bachelor of Commerce - undefined
Skills
- Producer Assistance
- Customer Service
- Complaint Escalation
- Customer Account Management
Accomplishments
- Documented and resolved Issue which led to Results.
- Supervised team of 15 staff members.
- Achieved Result by completing Task with accuracy and efficiency.
Certification
Certificate in MS-Office basic and advance (from Mumbai, India in 2012)
Languages
English
Full Professional
Hindi
Full Professional
Gujarati
Native or Bilingual
Timeline
Seasonal Coach / Approval Team / Customer Service Associate - Sitel Teleservices Canada,Inc
07.2022 - Current
Field Service Dispatcher - Contact Point 360, Pivotal Home Solutions
09.2021 - 07.2022
Telecommunication Sales Representative - Fido at Pearson Airport T1, Wireless DNA Inc
03.2021 - 09.2021
Technical Customer Support Advisor - Intouch Inc
10.2020 - 01.2020
Senior Customer Service Executive - BARCLAYS
04.2019 - 12.2019
- KOREAN AIR
08.2015 - 07.2018
Oxford University - Certificate in Accounting and Payroll Administration,
Himalayan University - M.B.A, Operations
Mumbai University - Bachelor of Commerce,
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