Zeel Acharya
Hamilton,Canada
Summary
A dedicated Customer Service Associate who provides exceptional customer service through active listening and problem-solving. In 5 years of customer service experience, I have learned how to best assist all types of people even in the most challenging situations. I am driven not only to meet but to exceed all expectations and deliver a positive experience through high-quality customer care whether face-to-face or over the phone.
Overview
7
7
years of professional experience
Work History
CSR - Team Lead
CIBC
04.2023 - Current
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Collaborated with management to develop strategies for enhancing overall customer experience.
- Provided comprehensive training for new team members, resulting in faster onboarding and better overall performance.
Customer Service Representative
CIBC
02.2022 - 10.2022
- Responsible for handling inquiries from customers and business partners through multiple channels including inbound calls, web applications and written correspondence.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Associate
Walmart Canada Corp.
05.2019 - 01.2022
- Providing excellent Customer Service by greeting all customers in polite and friendly manner, assisting customers by providing products/services, locating merchandise, and influencing purchase experience.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
Service Operations Executive
Cox & Kings
03.2018 - 11.2018
- Liaison with clients in person, over the phone or via email to discuss their travel requirements.
- Collaborated on operational support tasks to achieve common goal.
- Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.
Education
Diploma in Tourism-Travel Services -
Algonquin College of Applied Arts and Technology
Ottawa, Canada06.2020
Bachelor of Commerce -
GLS University
Ahmedabad, India03.2018
Skills
- Customer Service
- Quality Assurance
- Internal & External Communication
- Conflict Resolution Training
- Call center experience
- Complaint Handling
- CRM Software
- Conflict Resolution
- Customer Relations
- Payment Processing
- Documentation
- Administrative Support
Accomplishments
- Certified for TICO Education Standards - Travel Counsellor Exam
- Through knowledge of GDS
- Certification in General Insurance
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Gujarati
Native or Bilingual
Hobbies and Interests
- Customer Engagements
- Reading
- Exploring new places
Projects
On Field Internship, Quick Travels, Toronto, Canada, 03/2020, 03/2020
Timeline
CSR - Team Lead
CIBC
04.2023 - Current
Customer Service Representative
CIBC
02.2022 - 10.2022
Customer Service Associate
Walmart Canada Corp.
05.2019 - 01.2022
Service Operations Executive
Cox & Kings
03.2018 - 11.2018
Bachelor of Commerce -
GLS University
Diploma in Tourism-Travel Services -
Algonquin College of Applied Arts and Technology
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