Customer Support Social Media
Resume:
Rahul Shah
Email: **********@*****.*** Contact: +1-647-***-****
INTRODUCTION:
Customer-centric and results-driven professional with over 8 years of experience in customer support, sales, and technical environments. Adept at managing high-volume client inquiries, resolving issues with empathy and efficiency, and using CRM and web-based tools to streamline communication. Strong multitasker with proven success across call centers, events, and fundraising sectors. Passionate about delivering excellent service, building long-term client relationships, and supporting team efficiency. EDUCATION
Bachelor’s degree in Computer Science
York University (Lassonde School of Engineering)
September 2017 to April 2023
WORK EXPERIENCE:
Night Fiesta, 11/2023 to Currently Working
Event & Operations Manager
● Created and managed customer inquiries through a web-enabled platform, resolving issues and improving engagement.
● Coordinated with vendors and suppliers, following up on quotes and ensuring smooth project logistics.
● Handled social media support and email communication related to event bookings and client inquiries.
● Managed RMA-type cases such as ticket refunds or guest list errors, collaborating with clients and internal teams.
Rogers, 04/2023 to 09/2023
Technical Consultant - Toronto, ON (Work from Home)
● Provided first-line customer support via inbound and outbound calls, resolving technical and service-related issues.
● Documented all client interactions, tickets, and follow-ups in CRM with 100% compliance with internal procedures.
● Followed up on unresolved requests, escalated where needed, and coordinated with technical teams to ensure timely resolutions.
● Assisted with remote troubleshooting using logical problem-solving and CRM-integrated tools.
● Maintained call efficiency while delivering empathetic and engaging service aligned with KPIs. Up Fundraising, 11/2021 to 11/2022
Coach - Toronto, ON
● Spearheaded fundraising campaigns for charities like Action Against Hunger, MGH, Heart and Stroke, SOS Children's Villages International, CNIB (Canadian National Institute for Blind), and World Vision
● Nominated the best employee for great customer service relations and getting $300+ contributions from donors per week.
● Created and led training sessions and workshops on fundraising best practices, including donor cultivation, stewardship, and communication techniques.
● Coached staff on objection handling, CRM entry accuracy, and follow-up techniques to retain donor satisfaction.
● Reported on campaign performance, maintained tracking documents, and supported internal process improvements.
Public Outreach, 09/2019 to 11/2021
Leader- Toronto, ON
● Spearheaded fundraising campaigns for charities like Sick Kids, Doctors Without Borders (MSF), CAMH (Centre for Addiction and Mental Health), and Plan International
● Achieved expected weekly goals every week, an average of $150+ worth of monthly donations.
● Trained and developed new sales team associates. Lassonde School Of Engineering, 09/2019 to 01/2020 Lab Monitor- Toronto, ON
● Assisted students and staff with troubleshooting technical issues and resolving software-related concerns.
● Documented recurring issues and reported them for internal improvements.
● Supported users across platforms and managed ticket resolution in collaboration with the IT team. Miratel Solutions, 04/2019 to 09/2019
Call Centre Representative- Toronto, ON
● Worked for charities like Stollery Children’s Hospital Foundation, Princess Margaret, Canadian Cancer Society
● Supported a high volume of inbound and outbound calls (200+ daily)
● Used CRM tools to document call notes, update customer records, and track donation queries.
● Responded to order status requests, donor concerns, and account updates with clarity and professionalism.
SKILLS AND TOOLS
Customer Service & Support, CRM (Salesforce, Zoho, custom systems), Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), Web-based Software & Ticketing Systems, Order & Proposal Follow-ups, RMA & Supplier Communication, Social Media Support, Documentation & Internal Coordination, Strong Verbal & Written Communication, Conflict Resolution, Multitasking, Organization
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