Customer Service Specialist

RACHNA OHRI ************@*****.***

Professional Summary 506-***-****)

Engaging and patient customer service professional with strategic thinking. Proficient in Microsoft Office with 5+ years of experience responding to all types of customer inquiries, and monitoring customer and staff interactions. Passionate about building strong customer relationships, driving brand loyalty, and increasing customer engagement.

Seeking a healthy work environment with great exposure to use the required professional competency to benefit the organization.

Skills

·Clear communicator, multilingual and persuasive

·Writing skills

·Public relations

·Client servicing management

·Creating / following Customer Care Protocols

·Problem solving skills

·Handling escalated customer issues

·Goal-oriented and attentive

·Product / Service knowledge

·Emotional intelligence

·Tenacity

·Empathy

·Time management

Areas of Expertise

Communication skills…having an excellent command over 2 foreign languages-English & French, as well as 2 Indian local languages- Hindi & Punjabi, I possess the Graduation degree in all 4 languages to cater to all groups of clientage.

Customer Service…worked for the industry for over 5 years, beginning from representative and promoted to a team leader using best of communication and other interpersonal skills.

Teaching & Training…worked as English & French language trainer for more than 10 years I have acquired an empathetic approach for better & organized peer mentoring.

Work History

Customer Service Team leader

Currently working at HCL, Moncton as Analyst (13June,2022 til date)

Tangerine Bank Moncton As Bilingual Customer Service Specialist (18Oct.21 - 30 May,22)

Stafford Communications, Moncton (Aug.2021- Oct.15 2021)

XORO Global, Chandigarh (Dec.2014 to Dec.2016 & May,2018- May,2019)

Payal Emporium, Liverpool, Sydney (Oct.2008 -Feb. 2010)

International Immigration Services, Hoshiarpur (Oct.2006 - August,2008)

Job Responsibilities

·Task allocation to team members

·Supervision of tasks being done

·Speaking to Australian clients

·Solving their queries regarding accounts, products, orders, pricing etc.

·Writing them E-mails related to different issues.

·Arranging training sessions with new comers in the team

·Making debt collection calls

·Making & presenting reports on different tasks assigned

·Content writing for company web site/fliers/promotional material etc.

·Communicating with High Commissions, Embassies and International Universities on the behalf of clients & the company

·Organizing Seminars/Meets with clients on company's services.

·Conducting Market Surveys for the higher business.

French and English Trainer

Delhi Public School Gaziabad, Dehradun (April 2021 – July 2021)

Ecole Globale, Dehradun (Oct.2019 - April 2020)

Maven Education, Mohali (Nov.2018 - Aug.2019)

Kingsway Academy, Chandigarh (May 2014 - Nov.2014)

CTDI Gurukul for Bankers, Chandigarh (Aug.2013 - March 2014)

Hopetown Girls’ School, Dehradun (Aug.2012 - July 2013)

Gems Cambridge International School, Hoshiarpur (March, 2010 -July 2012)

Mata Gujri Vocational Institute, Hoshiarpur (July,2003 - Sep.2006)

Job Responsibilities

·Preparing students for IELTS test.

·Enhancing conversational English skills

·Teaching elementary & phonetic French

·Develop lesson plans to meet curriculum standards.

·Deliver engaging, coherent & motivating lectures.

·Utilizing learning technology in planning & delivery of lessons

·Modify assignments & activities to meet the individual needs of students to maintain good results.

·Prepare classroom & coursework material, homework assignments & handouts.

·Design lessons and plan activities to arouse and maintain students’ interest in the language.

·Use high quality resources and teaching aids.

·Track progress through assessments and reporting

·Identify students at risk of underachievement and ensure appropriate interventions are in place.

·Ensure energy, enthusiasm and empathy basis of my teaching.

Education

Master of Arts (English) Panjab University, Chandigarh (2001-2003)

Bachelor of Arts with English major Panjab University, Chandigarh (1998 – 2001)

Specialization:

DELF A1, A2, B1, B2 - Alliance Francaise, Chandigarh

Graduation in French Language - Panjab University, Chandigarh

International Education Exposure

Diploma of Business Management

from Cambridge College International, Sydney (Dec.2008- Dec.2009)

Languages Known

English - Graduation & Post Graduation in English Major

French - Adv. Diploma, DELF B2, CLB B2 in TEF

Hindi- Studied Hindi from Primary to Senior Secondary

Punjabi - Mother Tongue, Studied from Primary till Graduation

Accomplishments

Project - Tata Consultancy Services, Bangalore (Dec.2016 - Dec.2017) Worked for HSBC bank as Anti-Money Laundering Officer (AMLO) for their France clientage. Interacting with French clients, translation of emails and other banking documents from French to English and vice-versa was part of my job.

Currently working for Xerox project as Contract Analyst

Certifications

Certificate Course in Customer Care from Hero Mindmine Basics in computers

CLB - B2 6 in TEF (French language proficiency)

Therapeutic TTC in Yoga from World yoga Organization, Mysore

Personal Information

Age: 41 Years Nationality: Indian

Status in Canada : Permanent Resident

Availability

Full Time

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