Customer Service Representative

Monika Luthra

Customer Service Representative Burlington, ON

Email: ***********@*****.***

Professional Summary

Proactive and detail-oriented Customer Service Professional with over seven years of experience in backend support, operations, and customer relations. Adept at managing customer interactions, resolving inquiries, and ensuring high levels of client satisfaction. Strong expertise in team management, process optimization, and quality assurance. Possesses excellent communication skills and the ability to multitask in fast-paced environments. Committed to delivering top-tier customer support and maintaining operational excellence. Professional Experience

Customer Service Representative

StuddedBay Oakville, ON May 2021 – Dec 2024

• Respond to customer and vendor inquiries via phone, chat, and email, ensuring timely and accurate resolution.

• Manage inventory on e-commerce platforms and oversee daily operations of the company's website.

• Develop and execute innovative marketing campaigns to enhance brand exposure and customer engagement.

• Collaborate with team members to drive customer service initiatives and improve operational efficiency.

• Handle customer complaints, providing appropriate solutions and follow-ups to ensure issue resolution.

Customer Service Representative

Swarn Jewels India November 2015 – September 2020

• Delivered exceptional customer service by responding to inquiries from customers and vendors via calls and online platforms.

• Managed inventory on e-commerce platforms, including eBay and the company's website.

• Developed targeted marketing strategies to enhance brand visibility and engagement.

• Resolved customer complaints efficiently, ensuring a positive customer experience.

• Provided accurate and complete information to customers using effective problem solving techniques.

Customer Service Associate (Sourcing Compliance)

GE Financial Services Pvt Ltd August 2007 – July 2008

• Managed incoming calls and vendor queries, ensuring smooth resolution of concerns.

• Handled escalations and provided support for complex customer and vendor issues.

• Processed vendor invoices and ensured compliance with financial policies.

• Conducted quality checks to ensure adherence to company procedures and service standards.

• Maintained the team mailbox and responded to vendor concerns in a timely manner. Backend Support (Customer Management Team)

Hewlett-Packard Sales India Pvt Ltd July 2005 – July 2007

• Assigned escalated cases to regional partners and tracked customer concerns for resolution.

• Investigated disputed cases and processed claims related to damaged or defective products.

• Provided training to partners on process compliance and case handling.

• Acted as a liaison between HP partners and internal teams to resolve technical and service-related issues.

Education

Master of Business Administration (MBA)

Rohilkhand University 2005

Bachelor of Arts (B.A.)

Delhi University 2002

Skills & Competencies

• Customer Relationship Management (CRM)

• Conflict Resolution & Problem-Solving

• Process Optimization & Quality Assurance

• E-Commerce & Inventory Management

• Verbal & Written Communication

• Team Collaboration & Leadership

• Microsoft Office Suite & Google Workspace

Technical Skills

• GNIIT Certification in Software Development NIIT, Delhi, India 2002

• Proficient in Structured Software Development & Backend Operations

Contact this candidate