Customer Service Office Administration

Jyoti Shukla

*** ********** **, ********, ** L*X 3P4 • 437-***-**** • ad5wny@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

●Experienced professional in customer service, sales and relationship building, with a focus on client satisfaction.

●Adaptable to fast-paced environments and changing priorities, able to approach each situation with confidence and enthusiasm.

●Skilled in interpersonal relationships, able to utilize attentive listening skills to understand customer needs and make appropriate recommendations.

●Experienced in team building, coordination, and health & safety training.

●Proficient in MS Office applications, with intermediate proficiency in French.

●Holds diploma in Mass Communication and a Bachelor of Science degree with Canadian certificate in accounting and pursuing PMP from PMI.

PROFESSIONAL EXPERIENCE

PC Financial, Brampton, ON (www.pcfinancial.ca) 08/2021-04/2023

Lead Payment and RewardsRepresentative

●Actively engage customers to understand their banking needs and educate/promote President's Choice Financial products and services, like Credit cards / Debit cards, resulting in a 20% increase in product uptake within six months

●Utilize attentive listening skills to understand customer needs and make appropriate recommendations, leading to a 90% customer satisfaction rate.

●Handle customer inquiries in an informed, professional, and efficient manner resulting in 40% reduction in customer complaints.

●Identifies and reports suspicious activities and escalates complex/unresolved situations to higher management to ensure smooth resolution.

●Develop and deliver engaging presentations and training sessions, sharing product knowledge and best practices to improve team performance and customer satisfaction.

●Proactively engage with customers to educate and promote President's Choice Financial products, demonstrating excellent communication and interpersonal skills

●Manage and track sales activity and pipeline, using CRM tools to improve sales effectiveness and efficiency.

●Foster a positive and team-oriented work environment, building strong relationships with colleagues and promoting a culture of collaboration and continuous improvement.

●Adhere to compliance, regulatory requirements, and ethical standards in all business activities.

●Work at multiple branches to support team building and reach business sales targets.

●Offer advice and support on digital and self-serve options to make it easy, simple, and fast to bank independently.

●Trained and onboarded new hires, ensuring they were equipped with the necessary product knowledge and sales techniques to excel in their roles.

●Exceptional Team player with proven results, achieved most popular team leader/trainer of the year certificate.Awarded with product specialist trophy.

Government of Ontario, Brampton, ON (www.experis.com) 03/2021 – 06/2021

Customer Service Agent (Contract)

●Provided superior customer service to all internal/external business partners, while maintaining customer and bank’s confidentiality, resulting in 95% customer satisfaction rate.

●Took ownership of agency inquiries and policy change requests, ensuring that each request was handled in a timely, accurate, and professional manner.

●Demonstrated excellent problem-solving skills, analyzing information to make informed decisions that resulted in positive outcomes for customers and the business.

●Acted as a subject matter expert on policy issuance, endorsements, and renewals.

Jyoti Shukla Page 2 of 2

Premise LED, Brampton, ON 12/2019 – 03/2020

Order Entry Clerk

●Collaborated effectively with Shipping, Invoicing, Sales, and Supply teams to ensure a seamless and coordinated approach to customer orders, resulting in a reputation for exceptional customer service.

●Maintained an organized and efficient manual and computerized filing system, allowing for quick and easy access to information, and ensuring accuracy and completeness of records

●Welcome customers warmly and inform relevant departments or arrange meetings as required.

●Receive, verify, and process orders; resolve and rectify product or service problems.

●Coordinate and communicate between customers and vendors as required and customer updates to the team to ensure timely delivery.

●Processing Purchase order and Invoices on daily, weekly, and occasional basis, through email and accounting software QuickBooks

●Follow-up with courier shipment, labelling, packaging, and transportation department

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DHL, Brampton, ON (www.dhl.com) 06/2019 – 12/2019

Customer service Representative

●Maintained detailed and accurate customer records, ensuring a comprehensive understanding of customer needs and preferences, and fostering strong relationships with clients.

●Assisted with order and product management, demonstrating a proactive and solutions-oriented approach to customer service, and contributing to the overall success of the team\

Help unlimited, Brampton, ON (www.helpunlimited.ca) 02/2019 – 06/2019

Office Administrative Assistant

●Managed daily administrative tasks such as scheduling, correspondence, and document management to improve efficiency and office operations, and order office supplies.

EDUCATION AND TRAINING

Accounting for Small Business certification 2020

St. Gabriel Adult Education Centre, Canada

Office Administration Co-Op Certification Program 2019

St. Gabriel Adult Education Centre, Canada

Diploma in Mass Communication 2005

Indira Gandhi National Open University, India

Bachelor of Science 2004

University of Meerut, Meerut, India

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