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Customer Service Representative

Brampton, Ontario, Canada
December 24, 2015

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Pinkey Khan

***-* ******* ****

Brampton, ON, L*S3JS

905-***-**** or 647-***-****


To obtain a position where I can apply my experience, qualifications and interpersonal skills to provide outstanding customer service.


Computer skills Microsoft Word, OneNote, Excel, Power Point. Trained in Galaxy, Mainframe, Lotus notes, DM Web, Work Flow, Iris-Aspect, Sieble, Mystro

Social and communication skills with positive approach.

Hard worker with leadership skills.

Highly motivated and passionate about helping customers.

Excellent verbal and written communication skills, organized, work well in a team, demonstrate the ability to work quickly and multitask

Work Experience

The National Benefit Authority– April 2014-Present

Customer Service Representative

Assist Canadians with disabilities, to manage, process, and maximize disability claims with the federal government

Anticipating customer requests, asking questions to clarify customer needs and then providing the correct resolution to fulfill their requirements.

Gathering necessary information from clients and escalating issues if necessary while maintaining a professional demeanor

Maintain an average handling time (AHT) of 4 minutes with a quality score of 97%

AJB Software– December 2014- April 2014

Cloud Support Analyst

Monitor back end payments

Provide front line external and internal support for both hardware and software issues via telephone or remote assistance in a timely manner

Collaborate with and escalate to any senior member of the Professional Services Support Team to provide fast and effective resolutions

Gather the required information necessary in order to best handle customer software and technical inquiries

Identify and report software defects and customer suggestions to appropriate responsible groups

Meet established service delivery guidelines such as customer satisfaction, phone based activities, resolution, schedule adherence, case documentation and case wellness.

Rogers Telecommunications – March 2006- March 2014

Customer Service Representative (2006-2010)

Billing for home phone, cable and wireless

Consistently exceeded sales of 24 wireless services monthly

Resolving customer billing diputes

Maintaining an average handling time (AHT) of between 3-4 minutes

Maintaining an average quality score of over 90%

Team Manger call Centre (2010-2011)

Managing a team between 20-30 people on a daily basis

Organizing and planning team meetings

Coaching and Quality assurance

Conducting training for online support

Business Support (2011-2012)

Billing for Commercial customers

Scheduling and monitoring installations for cable, internet and landlines

Fraud (2012-2013)

Partnered with OPP to conduct investigations for wireless fraud

Assisted in tracking and detecting illegal activities on wireless devices for OPP

Stopped over four hundred instances of fraud from reoccurring within the duration of employment

Loyalty Customer Care (Polite Project 2013-2014)

Outbound Calls to in flight customers

Developed innovative techniques of generating consumer interest which allowed us to continually drive sales throughout the holiday season

Retained over 92% of customers handled during duration of the project


University of Guyana ( 1992-1994) (Diploma in Science and Technology)

Certified Medical Office Assistant


Awarded 2013 ‘Business Impact’ after achieving highest revenue in ratio to calls taken within my department

Awarded 2010 ‘Recognition, Outstanding Service’ award after continuously exceeding sales and maintaining quality for the year.

CPR Certified


Organizer of the Neighbourhood Watch program

Avid Volunteer for ‘Run for our Sons’ Parent Muscular Dystrophy program



Available upon request.

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