Customer Service Representative
Resume:
Surabhi Duggal
Apt ***, *** Eighth Street, Etobicoke, Toronto, Ontario, M8V 3C9
*************.**@*****.***
Skills
Excellent communication and interpersonal skills acquired through interviewing personals during the internship period
Fluent in English, Hindi and Punjabi
Good at time management and can work under extreme pressure with patience because of the last minute meetings, submissions and to meet deadlines during internship
Acquired leadership qualities, team work ethics and discipline and decorum by participating in various competitions
Computer Skills
Software: Microsoft PowerPoint, Microsoft Excel, Microsoft Word, Kiel, Visio
Platforms: Windows
Experience
May 2015 - May 2016
Customer Service Representative; Hepburn Pizza Limited
Listened and responded to customers’ needs and concerns
Provided information about products and services
Researched answers or solutions as needed
Referred customers to supervisors, managers, or others who can help
Jan 2014 - May 2014
Paid Internship; Accenture Strategy, India Business (Business Development)
Studied and reviewed the core business processes of client, related to meter reading and bill distribution (for a leading electricity distribution utility – BSES).
Conducted As-Is study for supporting implementations of process improvement recommendations in a leading electricity distribution utility. The methodology adopted for process reviews included studying the process documents, conducting focus group interviews and one on one interviews to understand the process gaps.
Developed Standard Operating Procedures (SOP), drafts and templates for implementing best practices for meter reading and bill distribution. Developed process flow charts and detailed each process step complete with roles and responsibilities at each step. The work entailed working on Microsoft Office (word, excel and PowerPoint) and VISIO to create process flow charts.
Drafted ‘model’ contract for meter reader & bill distributor workforce for the client. The work entailed developing detailed terms and conditions, work standards, educational qualifications and also involved Microsoft Excel based modelling for obtaining the benchmark increase in download percentage.
Academic Achievements
Received scholarship from Punjab Technical University in Semester IV, for securing 85%
Received scholarship from D.A.V Public School in Class X for securing more than 85%
Participated in International Mathematics Olympiad
Extracurricular Activities
Theatre
Directed plays at interclass level as a part of extracurricular activities and internal assessment
Participated in plays, singing and dance competitions
Social Initiative
Provided a helping hand for Global Cancer Concern India (GCCI)
Provided a helping hand for Help Age India
Miscellaneous
Participated in circuit designing competition organized by Chandigarh Engineering College
Actively participated in debates, extempore and essay writing competitions
Education
2015-Present
Global Business Management, Humber Institute of Advanced Learning and Technology
2010-2014
Bachelors in Technology, Punjab Technical University. Cumulative Average: 77.3%
2010
XII, D.A.V. Public School. Cumulative Average: 77.4%
2008
X, D.A.V. Public School. Cumulative Average: 85.8%
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