YASH SOLANKI
Toronto,ON
Summary
A dedicated and result-driven professional with a post-graduation in global business management and a proven track record in customer service leadership. Possesses excellent communication skills and patience for delivering top-notch customer service. Proven ability to manage and motivate teams to achieve desired results.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Lead customer service associate
CLT International
- Leading a team of ten people and delivering exceptional customer service resulting in increased customer satisfaction by 90 percent
- Providing outstanding customer support, resolving inquiries, and troubleshooting difficult issues to achieve customer satisfaction
- Handled between 50-60 calls per day
- Handled a higher volume of customer interactions via phone, e-mails, and chat while maintaining quality to service level agreements
- Mentored and coached team members to achieve their performance targets and improve their skills
- Demonstrated proficiency in MS Excel to analyze customer data and identify trends
- Front-line support for all incoming Tech Support calls, including service case creation, and liaising with Technical Support staff
- Responsible for shipping and receiving, verifying packing slips, and data entry
- Collaborated with cross-functional teams to implement process improvement and enhanced customer service efficiency
- Regularly tracked and reported on KPIs related to customer satisfaction and team performance.
Manager and Team Leader
Reliance Retail Pvt. Ltd
01.2018 - 01.2021
- Handling 7 Reliance digital stores all over the city
- Maximize the efficiency of administrative processes by completing paperwork in a timely
- Manner and ensuring proper filling of every document
- Optimize site processes to ensure high team performance
- Work with team members to increase individual performance and set realistic improvement
- Goals
- Determine areas of improvement for cost control and initial changes
- Reduce expenses by minimizing waste and allocating staff levels correctly
- Define employment functions and keep individuals on task
- Implement safety policies to reduce or eliminate incidents.
Education
Post Graduation - Global Business Management
Georgian College
2023
Bachelors - Business Administration
S.D. Jain International
2021
Skills
- Leadership and team management
- Empathetic
- Strong communication skills
- Knowledge of CRM software
- Customer-focused approach
- Phone and email etiquette
- Data analysis and reporting
- Operating systems: windows 09, 10, 11
- And iOS 14, Linux
- Microsoft Office applications (Word
- Excel, PowerPoint, and Outlook)
Certification
Technical Analysis and Fundamental Analysis - Jainam Share Consultants Pvt. Ltd.
Advanced M.S. Excel - Coursera.
The certified course of Import-Export Management - International Institute of
Import and Export Management.
The certified course of Life Skills - Arihant Institute of Management
Timeline
Manager and Team Leader
Reliance Retail Pvt. Ltd
01.2018 - 01.2021
Lead customer service associate
CLT International
Post Graduation - Global Business Management
Georgian College
Bachelors - Business Administration
S.D. Jain International
Technical Analysis and Fundamental Analysis - Jainam Share Consultants Pvt. Ltd.
Advanced M.S. Excel - Coursera.
The certified course of Import-Export Management - International Institute of
Import and Export Management.
The certified course of Life Skills - Arihant Institute of Management
Similar Profiles
Joynal AbedinJoynal Abedin
Assistant Technician at CLT InternationalAssistant Technician at CLT International
HARJOT SINGHHARJOT SINGH
Forklift Operator at CLT InternationalForklift Operator at CLT International
Josef QueenJosef Queen
Production Manager at Evergreen CLTProduction Manager at Evergreen CLT