Customer Service Representative

ABHISHEK RANA

Email Address- ****************@*****.***

Phone Number- 519-***-****

Objective Highly motivated and detail-oriented Customer Service Representative with over 4 years of experience delivering exceptional customer support and ensuring client satisfaction. Skilled in problem-solving, communication, and maintaining a positive brand image. Seeking to leverage my expertise in a challenging role to enhance customer experiences and contribute to organizational success. Professional Experience

Customer Service Representative, Td Bank, Oakville (July 2024 – Dec2024)

• Provided support to customers via phone, email, and live chat, addressing inquiries and resolving issues in a timely manner.

• Maintained a 95% customer satisfaction rating through excellent communication and follow-up.

• Processed Payments, returns, and refunds accurately, ensuring compliance with company policies.

• Collaborated with the technical team to resolve Customer-related issues, improving resolution time by 20%.

Assistant Manager, Esso, Oakville (aug2022 – June 2023)

• Assisted customers with product selection, order placement, and account management in a high-volume environment.

• Trained and mentored new hires, reducing onboarding time by 30%.

• Handled escalated complaints professionally, learnt teamwork skills by working with different individuals and by managing them.

• Created FAQ and training materials, reducing repetitive inquiries by 25%. Warehouse associate, Amazon, London (Dec2021- July2022)

• Responded promptly to customer inquiries via phone, email, and chat, ensuring excellent service delivery.

• Resolved customer complaints efficiently by identifying issues, offering solutions, and following up to ensure satisfaction.

• Processed orders, returns, and exchanges while maintaining accurate records and documentation.

• Provided product and service information, assisting customers in making informed decisions

Call Centre Representative, Skysailors, India (Jan2020-Dec2020)

• Managed 100+ inbound and outbound calls daily, providing product information and troubleshooting assistance.

• Achieved monthly performance targets, consistently exceeding sales and service KPIs.

• Conducted surveys to gather customer feedback, improving service processes based on insights.

• Utilized CRM systems to document interactions and track customer issues for resolution.

Education

Business Purchasing, Conestoga College (Doon Campus) ( 2022-2023) Advance Diploma in Software (Ms word, Excel, Office etc.)

(2019-2021)

Skills

• Exceptional verbal and written communication

• Proficient in CRM software (e.g., Salesforce, Zendesk)

• Conflict resolution and problem-solving

• Time management and multitasking

• Team collaboration and training

Certifications

• Certified Customer Service Professional (CCSP)

• Advanced Conflict Resolution Certification

References Available upon request.

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