Customer Service Sales

SHIVANI KUKREJA

Phone: 647-***-****

e-mail: **************@*****.***

Summary

Over 6 years experience working in various functional roles across banking, tax, IT, telecom and tax industries. Work with teams of people and customers, ensuring smooth and accurate flow of information. Uncovering hidden requirements and working with management to ensure KPIs are met has been a key part of the work throughout. Extensive experience in providing on the job training and mentoring to employees and customers.

Skills & Certification

Operating Systems Windows XP/2003

Software Microsoft Word, Excel, Power Point, Outlook and Access, Quick Books Pro 2003,

Tally 4.5

Design Artifacts Business Requirements Document, Use Cases

Certifications Pursuing CBAP certification

Canadian Securities Course (CSC) scoring 78%

Nov 2010- Present TD Bank (Investment Consultant)As part of a financial services team managing high volumes of customers and responsible for providing various services that include recommending account plans, investment solutions and up sell products.Evaluate the individual needs of new and existing customers and recommend the right financial solution outlining the features, benefits and any associated fees. Interviewing clients to uncover hidden requirements has been a key part of my client interaction.In depth knowledge of the financial industry has helped better analyse each transaction for compliance regulations ensuring all processes are followed. Optimize current processes to increase efficiency and provide faster customer service. Document various financial transactions as per the company policy.Co-ordinate and involve multiple teams that include credit card companies, tellers, small business advisors, managers to provide a unified solution to the customer. Established long term relationships by winning customer loyalty towards the bank and generating repeat business. Consistently met and exceeded the sales target while providing service with a smile.Recognized as one of the top performers at district and branch level.Resolve customer concerns by patiently listening, provide a solution, get the buy-in and take subsequent action to achieve the agreed goal.Took the initiative in doing knowledge sharing with new employees and bringing them to speed.

Aug 2009 – Nov 2010 TD Canada Trust (Customer Service Representative)Represent the front line environment, meeting various financial needs of the customer and building long term relationships by providing the right advice and guiding them to make right financial decisions. Multitask on a daily basis by processing transactions accurately, handling cash, providing excellent service and making sales.Identify and escalate issues which are of irregular nature and that could put interest of the bank at risk. Recognized in the form of customer appreciation, reviews, bonuses and emails for consistently providing a high quality of service in meeting general banking needs, making sales and generating leads and referrals for the sales department.One of the top performers in the team by always meeting and exceeding the goals. Regularly recognized for getting maximum number of Extremely Likely rating by customers.

Oct 2006 – Aug 2009 TD Canada Trust (Credit Administration Officer)As part of the Partner Service Team, worked in one of the busiest teams. Responsible for providing support to branch partners in executing requests made by the customers. This involved processing of discharge of mortgages and closing home equity lines of credit, loan payment extensions, monitoring and actioning general ledgers on a daily basis. This required necessary due diligence taken to support the accuracy of all customer transactions and all partner controls.Met various SLA’s 100% of the times that included balancing General Ledgers for branches and processing journal entries on a daily basis and processing all payouts accurately within one day of receipt of payout instructions.Interacted with Branch partners and responded to their requests within the SLA of 2 hours.Excel in communicating with different groups of people both internal and external that included solicitors, branch partners and tellers.Assigned ownership of two of the busiest branches.Received several sunshine notes recognizing both work and professional attitude in dealing with people under pressure situations.

Tax Seasons 2005 – 2006 H&R Block Inc. (Tax Associate)H&R Block is one of the world’s biggest tax services providers. Responsible for preparing tax returns for individuals and small businesses. It involved interviewing the clients, analyzing information and handling customer concerns, completing all legal requirements and filing the tax returns electronically.Prepared over 300 tax returns each tax season in a fast paced environment while maintaining high standards in customer satisfaction.Increased sales by cold calling customers and setting appointments with them.Selected by the branch manager to take charge of preparing taxes spread over three locations and also during after tax season.Promoted business by educating clients on other services provided such as RESP Heritage plans and Refer-A-Friend program.Generated referral business by ensuring highest levels of quality and customer satisfaction.Assigned added responsibility to review tax returns for accuracy completed by other Tax Associates.

May 2004 – Dec 2005 Web Age Solutions Inc. (Accounting Assistant)Web Age Solutions Inc. is one of the 40 fastest growing companies in Canada involved in IT consulting, training and mentoring with customer base spread across the globe.Responsible for performing various accounting duties that included bookkeeping, matching invoices, processing journal entries, filing, performing daily banking activities and mailing checks.Extensively used Quick Books Pro 2003 to reconcile accounts, prepare invoices, enter bills and perform cheque runs.Took charge of preparing expense reports and various other customized lists.Took the initiative to create the company’s brochure using graphic designing tools used during promotional events in exhibitions.Acknowledging my hard work and skills, my contract was regularly extended.

Aug 2005 – Oct 2005 Collect Corp Inc. (Soft Collections Representative)Responsible for handling high number of collection calls in an inbound call centre for Telus Mobility. Extensively used negotiation and persuasion skills to collect money due while maintaining highest levels of customer satisfaction.Assessed risk on individual accounts by doing a thorough check on customer records and negotiate payment arrangements.Processed credit card payments and set up pre-authorized payments on accounts.Interacted with various departments within Telus to resolve customer issues.Prepared precise call logs for all the accounts discussed.Ranked as one of the top performers in a team of 75 representatives.

EDUCATIONAL QUALIFICATIONS

Bachelors in Commerce 1996-1999

Masters in Management Sciences 1999-2002

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