Utsav Upadhyay
Calgary,AB
Summary
I am an experienced customer service professional with a strong background in banking, sales and call center operations. I possess excellent communication, problem-solving, and decision-making skills, which I have honed through more than 5 years of experience in customer-facing roles. I am highly skilled in handling customer inquiries, complaints, and escalations while delivering exceptional service. My ability to multitask and work effectively under pressure enables me to meet or exceed performance targets while maintaining a high level of quality service.
Overview
6
6
years of professional experience
Work History
Client Service Representative
CIBC
07.2023 - Current
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Educated customers on use of banking website and mobile apps.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Executed wire transfers, stop payments and account transfers.
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
- Processed applications for new accounts.
Customer Experience Salesfloor Department Manager
Walmart Superstore
10.2022 - 06.2023
- Responded to inbound calls from customers and provided assistance with account inquiries, technical issues, and product support.
- Responded to customer inquiries and concerns via phone and face-to-face with consistently achieving a 90% customer satisfaction rating.
- Resolved customer complaints and escalations in a timely and professional manner.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Conducted product demonstrations and made product recommendations to customers, resulting in a 20% increase in overall sales.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Customer Service Manager
Walmart Superstore
03.2019 - 09.2022
- Processed customer orders, payments, and returns in accordance with company policies and procedures.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Provided exceptional customer service and built lasting relationships with customers.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.
- Consistently met or exceeded monthly sales targets for achieving Walmart Rewards MasterCard which was on an average of 500 in sales per month.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Cashier
Walmart Superstore
06.2018 - 02.2019
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Helped customers complete purchases, locate items and join reward programs.
- Answered questions about store policies and addressed customer concerns.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Mentored new team members on POS system operation, customer service strategies and sales goals.
- Monitored self-checkout systems and provided assistance or intervention where required.
Education
Post Graduate Diploma - International Business Management
St. Clair College of Applied Arts And Technology
Windsor, ON09.2018
Diploma, Level – 7 - Business
New Zealand School of Education
Auckland, New Zealand08.2016
Bachelor of Commerce - Accounting And Finance
Gujarat University
Ahmedabad, India04.2013
Skills
- Excellent communication skills, both verbal and written
- Numerical and Analytical skills
- Cash Counting Machine Operations
- Money Handling
- Time Management and People Skills
- Staff Training
- Sales Expertise
- Proficient in Microsoft Office, Google Suite
OBJECTIVE
To secure a position in customer service or sales in a dynamic organization that values excellence and professionalism.
References
Available upon request.
Timeline
Client Service Representative
CIBC
07.2023 - Current
Customer Experience Salesfloor Department Manager
Walmart Superstore
10.2022 - 06.2023
Customer Service Manager
Walmart Superstore
03.2019 - 09.2022
Cashier
Walmart Superstore
06.2018 - 02.2019
Post Graduate Diploma - International Business Management
St. Clair College of Applied Arts And Technology
Diploma, Level – 7 - Business
New Zealand School of Education
Bachelor of Commerce - Accounting And Finance
Gujarat University
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