Uma Lakshmi Jasti

Phn.No: +1-778-***-**** Email: adz2cx@r.postjobfree.com Address: Burnaby, BC

Professional Summary

Personable and friendly with over years of experience at prioritizing and completing simultaneous tasks while achieving demanding service goals. Customer-oriented team player with expertise in customer relationship management, conflict resolution and up-selling. Dependable and courteous self-starter seeking to leverage background into role with progressive organization.

Dynamic customer service seeking career advancement in service position with growing, high- performance team in company. Effective at satisfying customers by leveraging active listening and critical thinking abilities to handle concerns. Knowledgeable about products, practices and regulatory requirements.

Capable representative is knowledgeable about managing routes while providing top-notch customer service to customers. Efficient, well-organized and service-oriented team player focused on keeping customers happy and surpassing sales and support objectives. Experienced in managing paperwork, collecting payments and resolving issues in an independent manner. Work Experience

Customer Service Representative

Teleperformance - Burnaby, BC [April 2023 to September 2023]

Respond to customer inquiries via phone, chat, email, or in-person, addressing their product-related questions and concerns.

Diagnose and resolve technical issues with products and services, offering step-by-step guidance and solutions.

Stay up-to-date with products line and features to provide accurate information and recommendations to customers.

Work diligently to resolve customer issues promptly, escalating complex cases to higher-tier support when necessary.

Empower customers by educating them on using products effectively and maximizing their benefits.

Maintain a high standard of service quality, adhering to the customer service guidelines and policies.

Accurately record customer interactions and details of each case for future reference and analysis.

Gather and relay customer feedback to relevant teams for continuous product improvement.

Assistant Manager

Domino's Pizza - Burnaby, BC [December 2020 to March 2023]

Promoted to Assistant Store Manager

Supervised staff members

Managed store operations

Managed opening and closing store

Managed nightly cash and sales totals

Acted as customer service representative

Handled and submitted incoming sales calls

Managed daily reports of transactions

Rearranged and detailed store merchandise according to company standards

Recruited and interviewed potential candidates

Handled all team member and employee scheduling

Enforced company policies and procedures

Assistant Manager

Pizza Pizza - Vancouver, BC [February 2020 to September 2020]

Supervised staff members

Managed store operations

Managed opening and closing store

Managed nightly cash and sales totals

Acted as customer service representative

Handled and submitted incoming sales calls

Managed daily reports of transactions

Rearranged and detailed store merchandise according to company standards Technical Support Representative

IV Technologies - North York, ON [September 2019 to December 2019]

Identify and resolve customer issues, complaints, and discrepancies related to financial transactions and accounts. Escalate complex problems to higher-level support when necessary.

Maintain a deep understanding of the company's financial products and services to assist customers effectively and provide tailored solutions.

Ensure compliance with all relevant financial regulations, company policies, and security protocols when handling customer accounts and sensitive information.

Accurately document all customer interactions, including inquiries, requests, and resolutions, in the company's customer relationship management (CRM) system.

Safeguard customer data and sensitive financial information through strict adherence to data protection and privacy policies.

Following established call centre procedures, scripts, and guidelines to ensure consistency and quality in customer interactions.

Call Centre Agent

Concentrix - London, ON [May 2019 to September 2019]

Respond to inbound calls from customers regarding mobile phone-related queries, including technical issues, billing inquiries, plan changes, and account management.

Identify and resolve customer concerns, technical problems, and billing discrepancies promptly.

Account management and billing support.

Processing payments through secured lines

CSR & IN-Training Asst.Manager

Domino's - London, ON [September 2018 to August 2019]

Accurately and efficiently process customer orders for pizza, sides, drinks, and other menu items using our computerized ordering system.

Answer incoming calls, take customer orders, and provide information regarding menu items, promotions, delivery times, and store policies in a friendly and professional manner.

Maintain a clean and organized work environment, including cleaning counters, phones, and other workstations.

Verify the accuracy of orders before dispatching to the kitchen and ensure that special instructions are followed.

Adhere to food safety, health, and safety regulations and company policies at all times.

Handle payment transactions, including cash, credit card, and electronic payment methods, ensuring accuracy and compliance with company procedures.

Address customer concerns, complaints, and inquiries effectively, striving to resolve issues to the customer's satisfaction.

Monitor and track the status of customer orders, coordinating with kitchen and delivery teams to ensure on-time delivery.

Maintain up-to-date knowledge of our menu, ingredients, special dietary considerations, and any allergen information to assist customers with their orders. Customer Service Representative

Domino's - Toronto, ON [September 2017 to August 2018]

Accurately and efficiently process customer orders for pizza, sides, drinks, and other menu items using our computerized ordering system.

Answer incoming calls, take customer orders, and provide information regarding menu items, promotions, delivery times, and store policies in a friendly and professional manner.

Address customer concerns, complaints, and inquiries effectively, striving to resolve issues to the customer's satisfaction.

Monitor and track the status of customer orders, coordinating with kitchen and delivery teams to ensure on-time delivery.

Maintain up-to-date knowledge of our menu, ingredients, special dietary considerations, and any allergen information to assist customers with their orders. Customer Service Representative

Subway - London, ON [April 2017 to August 2017]

Greet customers warmly and assist them in placing their orders, providing information about menu items, customization options, and promotions.

Accurately and efficiently process customer orders using the point-of-sale (POS) system, ensuring all customer preferences and special requests are recorded.

Maintain in-depth knowledge of Subway's menu offerings, including ingredients, nutritional information, and special dietary options, to help customers make informed choices.

Assist with food preparation tasks as needed, including slicing vegetables, assembling sandwiches, and toasting bread, while following food safety protocols.

Handle cash and electronic payments accurately, providing customers with receipts and ensuring proper change is given.

Assist in opening and closing duties, including cash register reconciliation, inventory checks, and ensuring all equipment is turned off and secured. Customer Service Agent

Wipro 'BPS - Hyderabad, India [April 2016 to December 2016]

Performed customer service surveys

Provided policy and service information

Assisted customers with a warm and professional attitude

Answered general questions

Performed data entry for customer information and orders Education

Graduation in Electronics & Embedded systems designing Fanshawe College - London, ON January 2017 to December 2018

Graduation in Logistics and supply chain management Canadore College - Toronto, ON January 2018 to August 2018

B.Tech in Electronics & Communication Engineering DIET aff… JNTUK - Vijayawada, Andhra Pradesh 2012-2016 Skills

Effective Communication

Microsoft office

Jira ticketing

C language

Basic knowledge on SAP and ERP

Data Entry

Database management

Basic Data Analysis

Active Listening

Crisis Management

Technology proficiency

Confidentiality

Decision-making

Team Work

Multi-tasking

Empathy and compassion

Attention to Detail

Cultural sensitivity

Time and stress management

Adaptability and critical thinking

Customer service

Languages

Personal Information

Highest level of education: Bachelor's Degree

Total years of experience: 7 years of Customer and call centre Experience

Status: Permanent Residence

Reference: Can provide upon request

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