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Click here or scroll down to respond to this candidateCandidate's Name
Address : Street Address .Email: EMAIL AVAILABLECell : PHONE NUMBER AVAILABLEEducation Bachelors from MK University.( India) Alberta Security Licence from Alberta security college (Commissioners) US Green Card, Canadian Citizen.Skills More than 8 years experience in telephonic interactions with customers. Highly personable and good on the telephone. Strong ability to work effectively with multiple supervisors. Capable and practiced in handling complex and multifaceted tasks. Extremely knowledgeable with clerical tasks and time management. Developing strong relationships with staff, senior executives and clients. Excel in record creating positive first impression Serve as prime contact for customers. vendors, and partners. Well-versed in Windows, Microsoft Office, Email and productive use of internet Efficient: Adept at handling various calls on a daily basis, while consistently resolving client issues in a short span of time. Ability to manage multiple tasks in a fast-paced environment Work ExperienceClient Support Consultant.ADP: April 2024 to Present. Help clients manage their business using our solutions, which could include troubleshooting and probing to resolve payroll issues. Support might also involve partnering with multiple business units and teams for troubleshooting and delivering a seamless client experience. Continuously upgrade knowledge and skills on payroll, including federal and state compliance, standard operating procedures, administrative practices, other products, and desktop support tools to develop and maintain your ability to support our clients. Adhere to a daily schedule and organizing myself to deal with a high volume of inbound calls and handling daily phone time increases during peak seasons, like at the close of the year. Reservation Agent .United Airlines: Nov2021- March 2024 Manage and performance the customers calls by handling reservations, Mileage plus inquiries, baggage services or customer relations to achieve key call center performance objectives. Develop and implement plan and strategies that support the corporate by managing the customer calls by utilizing skills learnt during training, call monitoring, coaching and recognition. Administer company and division policies and perform administrative /operational duties as required by job functions.Customer Escalation Supervisor : Feb 2021-Sept 2021 Hcl- Direct Energy (Client) Solved unresolved customer issues. Facilitated inter departmental communication to effectively provide customer support Investigated and resolved customer inquiries and complaints in a empathetic manner Trained staff on the operating procedure and company services Maintained up to date knowledge of product and service changes Addressed and resolved customer product complaints with empathy and professionalism Accurately documented researched and resolved customer services issues Identified chronic customer issues by maintaining customer complaint log Prepared reports and communication for senior management and clients Investigated and resolved customer inquiries and complaints in an empathetic manner. Asst Manager : Dec 2017- Sept 20217-Eleven (NE, Calgary) Provide prompt, efficient and courteous customer service Received a cash award for best performance Responsible for proper closing of cash registers at the end of each shift Ring customer sales on an electronic cash register Process cash transaction for customers Authorize payments and return of merchandise Forecast, order and stock merchandise Organized shelves and displays Demonstrated proficiencies in telephone within a high-volume environment. Addressed concerned/upset/angry guests researched and rapidly solved. Consistently praised by management for the quality and timeliness of reports, attention to detail, exemplary customer service delivery and team-player attitude. Explain all details of payment method to the customers. Fielded customer complaints and issues, with 90%+ of issues resolved to customer satisfaction Maintained friendly and positive attitude at all times, even with unhappy and unruly customers Assisted Managers in the day-to-day running of the store in line with Corporate Sales procedures Inventory and Stocks Co-Captain - assisted in the completion of cycle stock counts, stock checks and external counts and ensured all stock movements were replaced, rotated and recorded Served customers, provided advice and assistance, and ensured sales targets were achieved Conducted end of day banking and reconciliationContact Center Agent: Feb 2020- Oct 2020Swoop Airlines (NE, Calgary) Conduct inbound and outbound calls, related to negotiating payments, updating customer information, and other customer service inquiries.In a daily routine attended 100 plus calls every day Passionate about helping others.Empathetic and able to triage crisis situations to our clinical team. Expert in Handling customer complaints and escalation is positive and convincing manner. Respond to customer correspondence via live chat and email. Book reservations in a customer relationship management (CRM) software tool Deal with customer complaints and escalations. Trouble shoot the root cause of customer problems and identify the action required (using company databases, customer information, and collaboration with other departments) to resolve issue and schedule service appointments when necessary Provide total customer service by asking questions and listening to customers in order to understand their needs, requests, or problems Answer incoming customer calls/ emails/social media queries regarding products and services, complaints and general queries. Gather, distill and communicate customer feedback to the organization. Respond to customer questions and concerns using de-escalation techniques and provide resolutions in a timely manner. Remain calm and helpful while resolving customer issues. Escalated customer complaints and/or calls in very convincing manner whenever necessary. Provide feedback and recommendations to the Customer Engagement Manager on process improvements. Work with a call script as a guide but creatively make it your own. Identify customers needs, clarify information, research every issue and provide solutions and/or alternatives. Acted as the initial point of contact for inquiries and requests and directed people to those who could be of assistance. Responsible for booking/modifying transactions on Navitaire New Skies application Handling independently and as a team member to resolve customer grievances and booking issues. Ability to multitask and solve complex operational and Traveller service problems Strong decision making and analytical skills with proven experience managing conflict with internal and external customers. Demonstrated ability to provide exceptional Traveller experience Book air travel for internal and external guests, answer questions and provide general information about travel with WestJet. Provide post booking support, such as changing and canceling reservations, using our reservation system. Effectively research and make decisions based on the information you have available to you, while balancing the needs of the guest with the needs of the business. Demonstrated ability to multitask and solve complex operational and Traveller service problems under pressure Responding to email & social network queries .Cashier: Jan 2019- Jan 2020No Frills (NE, Calgary) Responsible to scan and checkout including cash transactions. Provided exceptional customer service and customer service and cashier function as required All other duties that required to ensure courteous friendly service, competitively priced products, and a store that meets and maintains the hygiene standards specified Demonstrated understanding of critical success factors for the no frills concept as a discount food store focusing on low price image Excellent communication interacting and demonstrated Customer focus at all times. Administrative Assistant: March 2002- May 1998Gatts Trading Pvt Ltd ( Mumbai) Acted as initial point of contact for inquiries and requests and directed people to those who could be of assistance. Assist with bookkeeping and payroll Provide administrative support or assistance in certain defined areas to supervisor or other personnel in the office. Files documents and may be responsible for developing or modifying filing practices, including use of electronic rather than paper records . Ordered, distributed and managed office inventory, keeping work space neat and organized. |
