Customer Service Call Center

PRIYANKA MAKHECHA

Address · +1-705-***-****

******************@*****.*** · www.linkedin.com/in/priyanka1321

Knowledgeable and dedicated customer service professional with extensive experience in the Customer Service industry. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic, and results-oriented with an exemplary passion for developing relationships, cultivating partnerships, and growing businesses.

EXPERIENCE

FEBRUARY 2022 – PRESENT

BUSINESS SIGNING OFFICER, td bank – markham

Maximize support for Relationship Managers and Analysts in credit administrative matters.

Assist in building new relationships and deepening existing customer relationships.

Actively refer to other business partners within Business Banking and TDBFG and respond effectively to reciprocal referrals. Multi-task with multiple applications

Follow firm and industry regulations and operating practices in completing and recording transactions for either the firm or clients

Adapt to fast-paced environment/ under pressure / high volumes.

Escalate non-standard or high-risk transactions or other activities as appropriate.

Ensure documentation prepared/completed is accurate, reflects client/business intentions, and is consistent with relevant rules/regulations.

Complete investigations – report/escalate risk issues identified or process gaps.

Know and apply system capabilities, ensure upload/download of information is completed timely and accurately.

Assist in analyzing, developing, testing, and implementing operating and process improvements.

APRIL 2022 – NOVEMBER 2022

TECHNICAL SUPPORT REPRESENTATIVE, roger communication - Toronto

Handling calls from our residential and business customers to better understand their challenges and effectively troubleshoot technical issues across all our business lines including Wireless, cable, DSL, internet, fiber internet, and domain hosting, to recommend the best solutions for our customers.

Properly identify issues that require escalation and ensure all supporting information is shared with all stakeholders.

Connect and build rapport with customers by actively listening and asking the right questions

Troubleshoot customer connectivity issues.

Promote and recommend the latest products and services to customers.

Make customers’ lives easier by providing them with value-add services.

Demonstrating commitment to staying up to date with work processes, policies, and company information.

To be able to work on your own and in a team environment.

JANUARY 2021 – JANUARY 2022

CALL CENTER REPRESENTATIVE, Seagate teleperformance - Toronto

Handling clients having Seagate internal and external drives with warranty claims, complaints, recommendations of the right products as per the requirement, and troubleshooting. Managing KPI, CSAT, and QA required for the team.

Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshooting problems with services or products.

Ensuring agents understand and comply with all call center objectives, performance standards, and policies.

Answering agent questions regarding best practices or difficult calls.

Identifying operational issues and suggesting possible improvements.

Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.

Preparing reports and analyzing data to assist management as they determine call center goals.

Working with other supervisors and management team members to support agents and maximize customer satisfaction.

Confirming the warranty on the drive and processing the claims.

Handling customers’ queries for data recovery on drivers and troubleshooting the software side of the drive over the phone.

SEPTEMBER 2019 – NOVEMBER 2021

TECHNICAL SUPPORT REPRESENTATIVE TEAM LEAD, Voysus - Scarborough

Handling clients with Reliance Home Comfort for booking service appointments for existing products and booking advisors for sales and upselling the protection plans to the customer as per requirement and target.

Setting HVAC appointments to give the customers a free quote on a brand-new AC/Furnace with different options (rental, buyout, finance, etc.)

Upselling combo plans to existing and non-existing customers.

Receiving inbound customer service/sales calls for heating and cooling equipment. Answering any questions/inquiries they may have as well as resolving any issues they may be facing.

JUNE 2019 – SEPTEMBER 2019

CASHIER, dollarama - Toronto

Handle the cash counter and customer service to the best.

Dealing with the regular queries of customers for return or purchase of the product.

Stocking and merchandising the products as and when needed as per seasonal requirements.

SEPTEMBER 2019 – MAY 2019

CUSTOMER SERVICE REPRESENTATIVE, Tim Hortons - Peterborough

Take or serve the order as required to the best customer service.

Preparing food and beverages and stocking all the products in the storefront.

Handling stock ups

JULY 2014 – NOVEMBER 2017

BUSINESS ANALYST (ADMINISTRATIVE ASSISTANT WITH DATA MANAGEMENT, jai ambe enterprise – Gujarat (India)

Handle 50+ customer interactions per day, giving detailed, personalized, friendly & polite service to ensure customer retention.

Memorized all company products and services to be able to answer all customer questions quickly and efficiently and make relevant upsells.

Receive source data such as customer names, addresses, phone numbers, and credit card information, and enter data into various customer service software

Trained Many employees in customer service script recitation, conflict resolution, and data entry practices.

Able to set up a laptop, headphones, microphones, Skype, or any other chat client service to converse with customers.

Assisting the Chief of Staff in ensuring that both Board of Directors and all Committees Are Complaints with governance and best practices.

Coordinating with IT for service requests and troubleshooting.

Coordinating weekly cheque mailings and pick up from an external production accounting firm.

Performing clerical duties such as typing/printing/copying/scanning, managing team members’ vacation requests, maintaining Outlook Contacts, admin correspondence, digital and paper file administration, and assisting with report and presentation building in excel and PowerPoint.

EDUCATION

AUG 2019

WIRELESS INFORMATION NETWORKING, fleming college

APRIL 2012

BACHELOR OF COMPUTER APPLICATIONS, Saurashtra university

SKILLS

Interpersonal skills

Tracking and Documentation

Data Recovery

Technical and Customer service

Business Analyst

Administrative Assistant

Managerial Skills

Organizational Skills

Contact this candidate