Vishwa Bagadia

● Managed 60–80+ inbound and outbound calls per day in a fast-paced contact centre, consistently meeting service-level, quality assurance, and compliance targets.
● Delivered accurate customer information related to billing, account status, payments, and services while adhering to regulatory requirements and internal policies.
● Owned customer issues end-to-end, resolving inquiries at first contact whenever possible and exercising sound judgment when escalating complex or sensitive cases.
● Applied strong listening and de-escalation techniques to manage difficult conversations professionally, maintaining a high standard of customer experience.
● Utilized Salesforce (Enercare) and Oracle (Metergy) CRM systems to document interactions, update records, and ensure data accuracy across customer accounts.
● Maintained detailed and compliant documentation to support audits, reporting, and quality reviews.
● Adapted quickly to new procedures, system updates, and changing information while maintaining productivity and accuracy.
● Contributed to continuous improvement by identifying recurring customer issues and suggesting process enhancements to reduce repeat inquiries.

● Served as a front-line point of contact, providing accurate information and assistance to residents, visitors, and staff in a high-traffic environment.
● Responded to inquiries in person and by phone, ensuring respectful, inclusive, and accessible service for a diverse population.
● Maintained access logs, reports, and incident documentation with a strong focus on accuracy and confidentiality.
● Applied policies and procedures consistently to support safety, service quality, and compliance standards.

● Conducted inventory audits and verified product accuracy across multiple retail locations.
● Used handheld and tablet-based systems to capture, review, and submit inventory data.
● Worked independently while meeting strict accuracy, timing, and reporting standards.
● Demonstrated reliability, organization, and accountability in a structured operational environment.