KAVITA BHAN Markham, ON, L*B*H* 647-***-****

acuw2k@r.postjobfree.com

EXPERIENCED SERVICE ASSOCIATE WITH 5 + YEARS OF CUSTOMER SERVICE EXCELLENCE

A highly talented and experienced customer service representative who is level-headed, calm, professional and effective; friendly and customer satisfaction oriented, with outstanding customer service and communication skills; excellent organizational and interpersonal skills, with capacity to increase productivity in a demanding business environment.

SUMMARY OF KEY SKILLS

Coordinated service operations with focus on promoting appropriate products/services, resolving customer complaints with customer satisfaction.

Excellent communication and language skills, explaining service/products and account change to customers and managing irate customers.

Prioritize work activities, meet deadlines and highly flexible in working for shifts

Possessed with strong skills for customer satisfaction and meeting their expectations.

Demonstrated adaptability, flexibility and ability to multi-task in a dynamic and fast-pace environment

Advanced computer skills with superior customer service etiquette.

Possessed with strong verbal and communication and interpersonal skills.

Possessed with strong aptitude for sales with focused target ability.

Accurately complete appropriate documentation for required transactions while resolving customer complaints in a timely fashion to ensure customer satisfaction.

PROFESSIONAL EXPERIENCE

Team Lead, 2013 -2015

Redington India Ltd (New Delhi, India)

Conducted performance reviews for all Customer Service Representative to reduce resolution time and improve customer satisfaction rates

Performed renewals of existing client products while identified opportunities to deepen relationships with clients

Built and led a cross functional team that anticipated and delivered solutions to meet clients’ requirements

To connect and build rapport with existing and new customers and their changing needs

Prepared reports for Senior management and clients

Analyzed call volume and average call time to monitor performance and productivity

Met and exceeded service quality standards and every review

Developed and reviewed project finances with focus on resource utilization to drive key performance, as well as suggested periodic changes to ensure on-schedule delivery

Obtained complete information on the client’s issue, summarize and verify the facts

To connect and build rapport with existing and new customers and their changing needs

Sr. Customer Service Representative, 2011 - 2013

Redington India Ltd (New Delhi, India)

Received Best Service Coordinator award 2 years consecutively among 45 branches across the country

KAVITA BHAN Markham, ON, L6B0H1 647-***-****

acuw2k@r.postjobfree.com

PROFESSIONAL EXPERIENCE continued …

Acted as liaison between Promotional Manager and other customer service representatives.

Met with customers to review business as per company growth and customer satisfaction

Efficiently managed high volume of inbound and outbound customer calls

Gathered and verified all required customer information for tracking purpose

Defused volatile customer situation calmly and courteously

Provided first level of support to customers for user solvable problems

Respond to telephone inquiries concerning products, service issues, focusing on retention, potential opportunities and customer loyalty

Inbound Call Centre Representative 2008-2011

Redington India Ltd. (New Delhi, India)

Handled outgoing and respond to incoming calls within the scope of various initiatives and programs for product upgrades and new service policies

Receiving and making telephone calls and responding to customers' queries regarding products and services supplied by the company.

Handled customer complaints and updated customer management system

Customer service support to internal and external customers; trouble-shooting and assisting with solving problems

Conducts inbound marketing techniques on scripted basis

Recommends appropriate products and pricing options through suggestive selling techniques

Registered customer complaints & allocated engineers/solution based on nature of breakdown and availability

Communicated with clients (emails and phone calls) on a regular basis to ensure up-to-date flow of information.

Initiates sales closure through scripted process using data capture

Answer customers questions/conducts consultative selling using formatted screens, script and procedures

EDUCATION

Bachelor of Science, Kashmir University (India)

VOLUNTEER

Admin. Assistant for Kindergarten Jan 2016-Present

Montessori, Box Groove, Markham.

Responsible for updating facilities spreadsheets in Excel

Relieve receptionist for breaks and lunch

Create and update PowerPoint presentations

On call to the Facilities Manager

Contact this candidate