Customer Service Agent
Resume:
Rita Sankhala
Kitchener, ON N2A0J7
************@*******.***
SUMMARY
Results-oriented Customer Service professional commended for exceptional customer satisfaction ratings, speedy resolutions and consistent availability. Strategic and persuasive with 13 years of experience working in customer-facing environments. Accustomed to using tactful communication and active listening to creatively solve problems achieve positive outcomes. Worked on Software were Ensamble, CRM, Finesse and Microsoft.. SKILLS
● Payment Processing
● Customer Retention
● Call Control
● Customer Support
● Complaint Resolution
● Credit Card Processing
EXPERIENCE
Sr. Customer Service Agent, Iqor (Trugreen- Lawn care), August 2022-September 2023 Kitchener, ON
● Provided product information to customers in a timely manner.
● Maintained a high level of customer satisfaction by providing accurate and helpful responses.
● Processed refunds, returns, exchanges, and order cancellations according to policy.
● Answered incoming calls promptly and professionally within company standards.
● Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
● Asked probing questions to determine service needs and accurately input information into electronic systems.
● Documented customer correspondence in CRM to track requests, problems and solutions.
● Helped clients navigate online systems within established frameworks to obtain services.
● De-escalated problematic customer concerns, maintaining calm, friendly demeanor. Sr. Customer Service Agent, Iqor, (HomeServe), November 2020-July 2022 Kitchener, ON
● Resolved customer complaints quickly and efficiently.
● Maintained a high level of customer satisfaction by providing accurate and helpful responses.
● Collaborated with other departments such as logistics and sales to resolve customer issues.
● Developed strategies for handling difficult customers effectively while maintaining professionalism.
● Updated customer records in the CRM system accurately with each interaction.
● Attended training sessions regularly to stay current on new products or services.
● Ensured compliance with applicable laws when dealing with customers.
● Answered incoming calls promptly and professionally within company standards.
● Investigated and solved routine and complex customer issues to earn repeat business. Sr.Customer Service Agent, Iqor (Sprint merged with T-mobile), June 2010-July 2020 Kitchener, ON
● Maintained a high level of customer satisfaction by providing accurate and helpful responses.
● Resolved customer complaints quickly and efficiently.
● Provided product information to customers in a timely manner.
● Updated customer records in the CRM system accurately with each interaction.
● Attended training sessions regularly to stay current on new products or services.
● Provided technical support over the phone when needed.
● Delivered fast, friendly and knowledgeable service for routine questions and service complaints. EDUCATION AND TRAINING
Bachelor of Arts
Political Science With International Relations, University of Jesus & Mary College LANGUAGES
English: Professional
Hindi: Professional
ACCOMPLISHMENTS
● When exceeded targets of saving a cust from cancellation received bonus, gift cards and got raise on performance.
REFERENCES
References available upon request.
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