Customer Service Inside Sales
Resume:
Tarun Jain, MBA *********.*****@*****.*** • 778-***-****
www.linkedin.com/in/tjain1985• Mississauga, ON
Engaging Inside Sales Professional with 7+ years of experience in providing customer service and developing new business opportunities while providing exceptional service to existing clients. Dynamic background across multiple sectors from telecommunications, banking, and finance to technology. Skilled communicator building rapport with clients and identifying their needs and concerns, driven by making each interaction exceptional. Passionate about learning about the products and services and gaining technical expertise.
Areas of Expertise
Sales Generation
Consultative Sales
Upselling & Cross-sell
Customer Service
Relationship Management
User Experience
Market Analysis
Certifications &
Trainings
RESPDAC Dealing
Representative Proficiency
Course Completion and
certification, 2022
Salesforce Administrator
Certified Training Program,
2016
SAP Certified Application
Associate, 2010
SAP SD Certified Training
Program, 2010
Siemens Information System
Limited (SISL), Bangalore, India
Education
Masters in Business
Administration, 2008
International Institute of
Professional Studies-Devi Ahilya
University, India
Bachelors in commerce with
Honors, 2006
International Institute of
Professional Studies-Devi Ahilya
University, India
Career Experience
Knowledge First Financial, Mississauga ON March 2022 - Present Education Savings Specialist
• Grow existing client balances to maximize the client’s opportunity to collect grants – helping them achieve their education and savings goals.
• Source new sales opportunities through inbound lead follow-up and outbound cold calls and emails.
• Act as a subject matter expert for KFFs digital assets (web/mobile) and increase our customers usage of these digital assets.
• Support Knowledge First’s origination targets leveraging existing prospecting tactics.
• Convert leads to sales and achieve key performance metrics.
• Maintain and expand a database of prospects, teaming with partners to build the pipeline and close deals.
• Engage with clients using a variety of different mediums (telephone, teleconference).
• Contribute to the overall growth of the firm by growing both our client base and assets under management.
• Deliver a differentiated client experience using a disciplined approach following Knowledge Firsts sales management process.
• Understand and apply business operating procedures and ensure necessary due diligence is taken to support the accuracy of all transactions.
• Proven inside sales experience with a track record of over-achieving targets.
• Strong phone presence and experience with inbound and outbound calling.
• Proficient with corporate productivity and web presentation tools.
• Experience working with Salesforce CRM.
• Excellent verbal/written communications skills and Strong listening/presentation skills.
• Ability to multi-task, prioritize, and manage time effectively.
• Thrives in a quick sales cycle environment.
• Knowledge of financial products and services.
• Relationship management skills.
• Problem solving skills.
• Agility – as the team, mandate and expectations evolve. Royal Bank of Canada, Mississauga ON Nov 2021– March 2022 Senior Banking Advisor
Ensure customer satisfaction by cultivating relationships with customers and resolving inquiries and complaints. Process and verify financial transactions from money transfers, deposits, withdrawals to data entry and updating client files. Make product and service recommendations. Determine corrective action for the high call volume department. Collaborate with the team and managers for resource sharing and process improvement. Page 2 3
• Deliver an efficient and effective client experience as outlined in the Client experience Guide and as monitored through call listening, escalation management and individual client feedback.
• Take Ownership and resolve client concerns at first point of contact.
• Respecting client’s time by achieving Average Handle Time (AHT) and Compliance to scheduled expectations while meeting client’s needs.
• Integrate tools, resources, systems, and materials into client conversations to support advice and recommendations.
• Through client discovery, provide proactive financial advice that reflects a balanced solution mix.
• Win together as One RBC by leveraging partners and capabilities in the broader RBC network to match the client’s needs with the right advice to the best potentials of RBC.
• Share best practices, market updates, and collaborate across teams.
• Consistently hit individual KPI targets performing higher than team’s average in Overall Satisfaction Survey (OSAT), Net Promoter Score (NPS), and Core solutions consistently matching above the team average.
• Digital enablement – Educating the Clients the aspects and benefits of Online solutions in terms of Banking, statements, security features, alerts setup, Disputing the transaction, reporting fraud, blocking the transactions etc.
• Mobile banking enablement – Educating the clients and setting up/enrolling them to mobile banking features – explaining the benefits and bridging the benefits by asking discovery questions. Saving time, money, giving peace of mind. Royal Bank of Canada, Mississauga ON Mar 2019– Nov 2021 Cards Advisor
• Expert Role Model / Subject Matter expert – Helping new to role peers with their questions, supervising and guiding them throughout their day-to-day activity.
• Leadership and Mentoring -Guiding and assisting new to role advisors with procedures and guidelines required to resolve client inquiries, Call listening and providing coaching to improvise the efficiencies and behaviors.
• Resolving escalations ensuring client success and achieving exceptional client experience demonstrating Care, Competence, Connection and Trust.
• Demonstrate commitment to teamwork by coaching, mentoring, and assisting colleagues.
• Embrace an environment of continuous learning through proactive participation and knowledge gain through tools and resources to support tailored advice and to be part of a change ready workforce.
• Develop digital savviness and proficiency across multiple devices and platforms by completing regular upskilling activities and modules. Page 3 3
Rogers Communications Inc, Kitchener ON Mar 2017 – Mar 2019 Advisor, Ignite TV Concierge, Jan 2018 – Mar 2019
• Provided exceptional concierge and customer support services for the customers. Implemented new service activations and related project procedures. Documented feedback, questions, and concerns from internal/external customers related to the services. Conducted employee onboarding training for the new product trials and new services. Negotiated and upsold products. Provided floor support to other advisors and handled high priority escalations.
• Exceeded quarterly and annual sales targets because of attentive consulting with the clients and catering to their needs.
• Cold calling / follow ups with Dormant Clientele.
• Gained experience in accelerating sales through outbound calling.
• Recognized for demonstrating One Rogers approach delivering unique customer experience and received Ted Rogers Award 2018.
Inside Sales Specialist, Mar 2017-Jan 2018
• Established rapport and relationships by providing support services to the existing clients and ensuring retention. Developed sales collaterals such as reports, quotes, proposals, and sales presentations. Liaised with multiple departments such as logistics to ensure timely delivery of the products to the client’s location.
• Oversaw direct marketing and lead conversion for the Rogers products including Wireless devices, Home Monitoring, Cable, Home internet, Voice Over IP, Credit card. Gained in-depth technical knowledge about the product portfolio.
• Received Ted Rogers Award as a team and recognized the leadership team.
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