VANI AMIRTHALINGAM
Markham,ON
Summary
Personable and dedicated Customer Service Representative with extensive experience in the Customer service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships, and growing businesses.
Overview
17
17
years of professional experience
Work History
Help Desk
TELUS Communications
12.2019 - 07.2023
- Handled daily inbound calls while providing superior customer service
- Implementing company policies and procedures to the internal customers
- Imported all relevant information into customers account for future referencing
- Submitting tickets and follow up if necessary
- Completed day-to-day duties accurately and efficiently
- Worked with cross-functional departments to achieve goals
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Expert knowledge of call center applications and tools
- Knowledgeable with TELUS policy, processes, and procedures
- Facilitated Return to Work materials for employees
- Conduct monthly team meetings
- Identifying and taking immediate/appropriate action in accordance with privacy breaches
- Handling unauthorized port outs
- Troubleshooting porting fallouts in a timely manner.
Client Loyalty Specialist
TELUS Communications
12.2012 - 12.2019
- 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%
- 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
- Provided appropriate resolutions that were optimal solutions for a valued customer base
- Partnered closely with several internal departments if required
- Subject Matter Expert (SME) for new hires.
Operations Administrator
Best Buy
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 engagement with the team
- Act as manager on duty
- Responsible for day-to-day administration including recruiting 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
- Implemented 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
- Developed and implemented effective inventory control systems
- Provided exceptional customer service by resolving customer inquiries and escalation.
Education
Bachelor of Business Administration -
York University
01.2005
Skills
- Technical troubleshooting
- Strong Communication Skills
- Collaboration
- Problem solving and active listening
- Phone & Online Support
- Advanced Soft Skills
- Accountability
- Service Ticket Tracking
- Complaint Handling
- Microsoft Word
- Excel
- Outlook
Accomplishments
- Achieved multiple rewards for meeting quarterly goals
Languages
English
Full Professional
Tamil
Native or Bilingual
Timeline
Help Desk
TELUS Communications
12.2019 - 07.2023
Client Loyalty Specialist
TELUS Communications
12.2012 - 12.2019
Operations Administrator
Best Buy
02.2006 - 12.2012
Bachelor of Business Administration -
York University
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