Vamsi Krishna
Burnaby,BC
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance.
Overview
7
7
years of professional experience
Work History
Digital Care Consultant
Rogers Communications Inc
03.2022 - Current
- Provided exceptional customer support via chat, addressing inquiries, resolving issues, and ensuring customer satisfaction, Managed over 50 customer chats per day.
- Demonstrated strong problem-solving skills, troubleshooting technical issues to achieve swift resolutions for customers and increased sales by at least 10%.
- Maintained up-to-date knowledge of products, services, and company policies to deliver accurate and informed assistance to customers.
- Proven ability to learn quickly and adapt to new situations.
Leadership Development Program
Rogers Communications Inc
06.2020 - 03.2022
- Providing ongoing support and care to customers during COVID-19 pandemic and being regularly praised by both managers and customers for support provided during this challenging time.
- Took initiative in solving customer escalations and pleased management by reducing escalations proceeding to Rogers's Office of President (OOP).
- Achieved 85% success rate in resolving customer escalations and it was celebrated in Team huddles conducted by Team Managers.
- Enhanced problem-solving procedures were designed and implemented during coaching sessions for agents to build on customer experience, resulting in better customer surveys.
- Through my training with agents, I have acquired exceptional skills in communication, active listening, and creative problem-solving. These abilities have proven to be indispensable while working with customers in older age group.
Customer Service Consultant
Rogers Communications Inc
10.2018 - 06.2020
- Provided excellent customer service, always ensuring customers felt were cared for, and their issues have all been resolved.
- Developed an ability to multitask under pressure by answering phone calls during peak hours, which included managing notes on customer profiles, receiving payments, and coming up with solutions for customers.
- Adopted new problem-solving techniques within 10 days of my hiring, and this was the shortest time taken by an agent in the team of 14.
- Praised by achieving, the highest bonus pay of $600 for any new hire in the fourth month.
Team Leader
McDonald's
06.2016 - 09.2018
- Ensured maintenance of food standards during food deliveries to customers, team successfully reduced customer complaints and earned positive surveys regarding the quality of food.
- Provided training and supervision to staff preparing raw materials, processing orders, and delivering food to customers.
- Attained a perfect 100% score on quality inspections conducted by food safety managers, receiving commendation from owner for this exceptional achievement.
- Under my supervision new staff were working independently within 10 days, reduction of 40% following changes to training methods.
Education
Master of Science - Computer Security & Forensic Administration
Fairleigh Dickinson University
Vancouver, BC10.2014
Skills
- Data Analytics
- Quality Assurance
- Train Employees
- Project Management
- Adaptability and Flexibility
- KPI Monitoring
- Critical Thinking
- Coaching and Mentorship
- Risk Management
- Digital Communications
- Complaint resolution
- Technical Support
Timeline
Digital Care Consultant
Rogers Communications Inc
03.2022 - Current
Leadership Development Program
Rogers Communications Inc
06.2020 - 03.2022
Customer Service Consultant
Rogers Communications Inc
10.2018 - 06.2020
Team Leader
McDonald's
06.2016 - 09.2018
Master of Science - Computer Security & Forensic Administration
Fairleigh Dickinson University
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