VANI AMIRTHALINGAM
Markham,ON
Summary
Motivated Help Desk Analyst with 3+ years of success providing support to customers by phone, email and web-based chat. Talented at resolving technical problems by carefully listening to customers and conducting appropriate research to develop solutions. Meticulous in recording information so teammates have clear understanding of issue and steps for resolution.
Overview
18
18
years of professional experience
Work History
Help Desk
TELUS Communications
Toronto, ON
12.2019 - Current
- Handled daily inbound calls while providing superior customer service to internal customers as it pertains to account support, billing and technical support
- Made outbound service calls to resolve customers' problems and inquires, including but not limited to tech support and account information
- Imported all relevant information into customers account for future referencing
- Submitting tickets.
- Completed day-to-day duties accurately and efficiently.
- Worked with cross-functional teams to achieve goals.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Client Loyalty Specialist
TELUS Communications
Toronto, ON
12.2012 - 12.2019
- Expert knowledge of call center applications and tools
- Knowledgeable with TELUS processes and procedures
- Ability to de-escalate and ensure world class customer service
- Resolving customer inquiries and escalation that meets customer and business expectations
- Developed highly empathetic client relationships and earned reputation for exceeding retention goals
- Met or exceeded all monthly, quarterly and annual requirements averaging better than 120%
- Co-managed customized database used in the entry, tracking, and analysis of participant activity and outcomes of customers
- Successfully presented products by utilizing effective sales and persuasion skills in addition to a solid knowledge of the company's products and competitor's products
- Strategically provided appropriate resolutions that were optimal solutions for a valued customer base
- Partnered closely with several internal departments such as billing operations, credit, collections, and other entities as required
- Acted as a marketing liaison through the upgrade and selling of Wireless data
- Subject Matter Expert (SME) for new hires
- Peer to peer coaching to assist team members with quality results.
Operations Administrator
Best Buy
Toronto, ON
02.2006 - 12.2012
- Responsible for supervising the operations team by providing proper training and coaching
- Driving actionable insights from online and offline customer engagement data
- Recommend and implement ideas to increase profitability with the help of the Operations Manager
- Act as manager on duty
- Responsible for day-to-day administration of HR policies and programs including recruiting, employee relations, compensation and benefits and performance management
- Screened candidates through the company Workstream recruitment and conducted interviews
- Coordinated and oversaw the execution of Career Fairs for seasonal recruitment for the entire store
- Provided advice, counsel and direction to Best Buy employees on policy interpretation
- Implemented the training and development of all associates in the Operational department
- Complete and validate Payroll and time tracking every week
- Provide employees feedback in terms of the performance
- Train, coach and complete Customer service evaluation to enhance their skills
- Keep track of PSP exchanges and approvals
- Maintained monthly sales targets by reviewing daily results to address any GAPs to achieve the month’s goals
- Provided exceptional customer service by resolving customer inquiries and escalations.
Education
Bachelor of Arts -
York University
01.2005
Skills
- Technical troubleshooting
- Strong Communication Skills
- Collaboration
- Problem solving
- Phone & Online Support
- Advanced Soft Skills
- Accountability
- Service Ticket Tracking
- Complaint Handling
- Microsoft Word
- Excel
- Outlook
Timeline
Help Desk
TELUS Communications
12.2019 - Current
Client Loyalty Specialist
TELUS Communications
12.2012 - 12.2019
Operations Administrator
Best Buy
02.2006 - 12.2012
Bachelor of Arts -
York University
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