Customer Service, Sales, Interpersonal Skills, Proficiency with comput

SUMMARY

A highly enthusiastic individual with over ten year’s hands-on experience in call center operations, working as an agent, team Leader and subject matter expert focusing on customer centric approaches with exceptional communication skills.

Vast experience of working with the call centres, catering to different sectors including automobiles, financial institutions, IT and telecommunication

Proven Track record in identifying customer needs, collaborating with the customers and providing them with best resolution over the phone using different tools and resources

Demonstrated an ability to handle stress and work in a highly pressured, monitored and changing environment

Scored band 8 in Canadian Language Benchmark (CLB)

CORE SKILLS

Excellent Interpersonal Skills Client Relationship Management Process Development

Counselling, Training and Coaching People Management Employee Engagement

Call Centre Operations Retail and Corporate Sales Tri-lingual (English, Hindi, Punjabi)

EDUCATION AND PROFESSIONAL DEVELOPMENT

Certificate in Human Resources from Sheridan College in association with HRPA

Bachelor of Commerce – Canadian equivalency of 3 year’s degree by WES

MAJOR ACCOMPLISHMENTS

Was part of a quality project team (I-connect Communications) and were able to increase the conversion % from 23 to 37%.

Rolled out Agent Performance Tracker (GE Money, Autovikas and AMP Motors) which reflected the overall performance of agent/team at a glance, which was later replicated across floor.

WORK EXPERIENCE

Spearheaded the Customer Relations Center of the organization for lead generation and prospect management, for sales and aftersales vertical thereby following all the SOP’s i.e. standard operating procedures

Managed all the interaction stages of the customer with the sales and aftersales teams, through the centralized customer relations center with a team of tele-specialists.

Coordinated with the sales, after-sales & marketing department of the principal company i.e. Jaguar Land Rover and General Motors, for monthly planning of customer loyalty program’s (CLP) activities for increasing net promoter score (NPS); marketing activities for brand awareness

Ensuring optimal management of the leads generated by advertisements and other marketing activities thereby promoting continued sales and generating incremental revenue from insurance and value added services

Keeping a check on abnormal call patterns and highlighting the same to the management where necessary

Agent Roster planning as per Call flow patterns.

• Followed the escalation matrix to help resolve customer issues on priority where necessary.

• Audited calls and did spot checks to ensure all interactions are of the predefined standards.

Handled inbound and outbound calls for various domestic and international clients for sales, after sales, customer service and lead generation

Learning through Enhanced Working Practices (EWP) routines including; shadowing, team workshops to develop self and others as professionals

WORK SUMMARY

RETAIL SALES

LEON’S FURNISHING SUPER STORE – CANADA OCT 2015- Till date

(Leon’s is a more than 100 years old Canadian retail superstore with multi outlets throughout Canada - dealing in Home Furnishing, Electronics and Appliances)

CALL CENTER OPERATIONS

AMP MOTORS PRIVATE LIMITED – INDIA 2012 – 2015

(AMP Motors Private Limited – a leading multi brand automobile dealership, dealing in Jaguar, Land Rover, Maserati and Ducati; with 7 sales & 5 after-sales outlets)

CALL CENTER OPERATIONS

AUTOVIKAS SALES AND SERVICE PRIVATE LIMITED – INDIA 2010 – 2012

(Autovikas Sales and Service Private Limited is leading automobile dealership, dealing in the cars of General Motors - Chevrolet; with 4 sales and 3 after-sales outlets.)

CORPORATE SALES

SHIVA UDYOG PRIVATE LIMITED – INDIA 2008 – 2010

(Shiva Udyog Private Limited - manufacturing unit for industrial packaging products)

CALL CENTER OPERATIONS

GE MONEY – INDIA 2006 – 2008

(GE Money – subsidiary of GE India, dealing in its financial products)

CALL CENTER OPERATIONS

CENTURION BANK OF PUNJAB – INDIA 2005 – 2006

(Centurion Bank of Punjab – a well-known private sector bank that provided retail and corporate banking services)

CALL CENTER OPERATIONS

I-CONNECT COMUNICATIONS PRIVATE LIMITED – INDIA 2004 – 2005

(I-Connect Communications Private Limited - an international call center with its head office in Atlanta – USA)

CALL CENTER OPERATIONS

KANKEI PRIVATE LIMITED – INDIA 2002 – 2004

(Kankei Private Limited - a domestic call center catering to the customers of telecommunication giant Vodafone)

REFERENCES AVAILABLE UPON REQUEST

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