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Customer Service Representative

Toronto, Ontario, Canada
February 24, 2019

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Sangita Gupta




I would like to continue to contribute to the Success of Staples Advantage as a

Work Experience

Staples Advantage Canada October 2018 – Current

Senior Customer Service Representative -

Staples Advantage Canada February 2018 – October 2018

•Transaction Furniture Team Member -8 month contract

•Effectively managed customer and sales interactions through first level support for transactional furniture inquiries

•Manage and resolved customer concerns or problems, provided follow up with customers to assure appropriate action is taken and issues are resolved to the customer’s satisfaction; completed within department’s standard SLA (Service Level Agreement)

•Effectively utilized systems, tools and processes to gather necessary information from business partners when handling customer inquiries and resolving issues

•Efficient and accurate management of customer transactional furniture orders, vendor acknowledgements and merchandise returns for customers in both Alpha.

•Verified product costs, order margins and chargeable service fees are accurate and escalate for manager’s approval if outside of guidelines

•Expedite and process furniture orders, credit and re-bills, replacement parts and returns received via multiple media avenues, entering into the appropriate system with a high level of accuracy and in a timely manner

•Identified and close sales opportunities, proactively upselling or providing alternative products that meet the customer’s needs through understanding of furniture vendor catalogues and product lines, use of discount structures and pricing guidelines

•Supported customer and sales reps in providing product recommendations, pricing and quotations for transactional furniture inquiries

•Provided timely backorder notification and provided customers with alternative products that meet their needs

•Participated in ongoing process training, vendor training and furniture business updates supporting a continuous improvement culture

•Proactively provides a consistent and reliable customer service experience and promotes the retention of the customer base

•Processed orders and inquiries with a high level of accuracy in a timely manner

•Single call resolution, improving customer experience

Corporate Express/Staples Advantage Canada August 2017-February 2018

Senior Customer Service Representative -


The Senior Customer Service Representative supports an inbound/outbound customer service team and handles contacts with the intent of providing customer satisfaction and retention. The representative handles situations which may be non-routine and complex in nature and potentially require extensive research according to the situation.

This position requires extensive knowledge of products, processes and procedures as well as a deep understanding of department-specific customer base and related needs.

In addition to demonstrating a high level of proficiency and competency as a Customer Service Representative, the person in this position will be responsible to disseminate that high level of skill and knowledge to train, coach and mentor team members. The Sr. Customer Service Representative will set the example for the entire team while promoting a positive, supportive work environment.


• Responsible for providing support to contact center associates – answering questions, investigating and resolving issues for internal and external customer, building and maintaining confidence by correctly answering questions and resolving issues according to established policies and procedures. (40%)

• May identify, research, and respond to issues surrounding a customer’s order. Provide alternatives to maintain business with the customer, when a service failures impact customer satisfaction. In some cases, this may include making recommendations on how to improve processes, and may require partnering with internal customers, departments, vendors or delivery agents. (40%)

• Assist in training, coaching and mentoring of new customer service associates. (10%)

• May cover some duties of team manager if requested, such as facilitating team meetings and providing additional team member development or support. (10%)

Staples Advantage Canada September 2013 – August 2017

•15 months as an Operations support Specialist

•Responsible for following up the warehouse and transportation issues with the customer orders.

•Support our customers with the credit card stops by contacting them and request the correct information

•Support the Customer Care team with ecommerce and inbound calls.

•Attend Cargo Loss Call

Corporate Express/ Staples Advantage Canada October 2007 – September 2013

•6 years as a Customer Care Specialist at Corporate Express/Staples Advantage Canada.

•Ensures exceptional customer satisfaction with accuracy and professionalism while processing purchases and customer orders

•Answers telephones and qualifies and directs customers as required

•Takes opportunities for add-on sales to customer.

•Assists in the resolution of customer complaints, returns and exchanges

Sears Canada September 2004– December 2007

•3 years as a Departmental Associate

•Assisting the customers for a great experience while they are buying in the store.

•Cashier and Customer Service

Electrolux Canada October 1998 – October 2003

•5 years as a Sales Coordinator.

•Assisting the Staff on her day to day activities

•Follow up and resolve customer complaints (service and products)

•Responsible for Hiring, training and evaluating personnel.

•Working together with Management team on developing methods and procedures to increase sales.

•Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or performing specific services.

Electrolux Canada Vancouver March 1994–December 2003

•Sales Coordinator

•Responsible for obtain information about information about market conditions, business trends, and industry developments..

•Identification of new customers and provide service to our book of business.

Technical Skills

•Ability to resolve customer concerns in a diplomatic manner.

•Ability to engage customers in a friendly and professional manner.

•Capacity to communicate with customers effectively using a variety of mediums.

•Ability to plan, organize and prioritize efficiently while multi-tasking

•Ability to work effectively with ongoing distractions is necessary.

•Answers telephones and qualifies and directs customers as required Capacity to work independently and seek out assistance as required

•Strong team worker

•Software: Microsoft Office, Alpha, Sales Force ( cases)

Other Activities

•2010 - Participated on Five S in order to achieve my Yellow Belt Sticker


•Certificate in Book Keeping and Accounting – 1993 – Newfoundland Regional College -3 Months Course

•Bachelor of Arts – Bombay University – 1988


•English, Hindi and Punjabi.

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