Results-Driven Customer Support Specialist with Ops Expertise

SAHIL MONGA

*** ******** **, *** *******, NS B*H 2Z8

902-***-**** **************@*****.***

Valid Driver’s License

PROFESSIONAL SUMMARY

Results-driven professional with 5+ years of experience in customer service, technical support, and operations within fast-paced environments. Proven ability to resolve complex issues, manage escalations, and support high-volume workflows. Skilled in backend case handling, CRM systems including Salesforce, and cross-functional collaboration to improve service delivery and customer satisfaction. CORE SKILLS

• Customer Service & Client Support

• Technical & Backend Support

• Escalation & Case Management

• Salesforce & CRM Systems

• Operations & Workflow Coordination

• Data Entry & Administrative Support

• Problem Solving & Decision Making

• Communication & Team Collaboration

• Retail Sales & Cash Handling

• Microsoft Office Suite

PROFESSIONAL EXPERIENCE

Blue Ocean Contact Centers — Halifax, NS

Customer Service Representative Jul 2023 – Present

• Deliver high-quality customer support in a fast-paced, high-volume call center environment

• Resolve customer inquiries, billing concerns, and service issues efficiently

• Maintain accurate records and ensure timely case resolution Blue Ocean Contact Centers — Halifax, NS

Tier 2 / Duty Manager Apr 2022 – Jun 2023

• Supported daily operations for a team of 150+ agents

• Managed escalated cases and provided advanced issue resolution

• Coordinated with internal departments to maintain service levels and efficiency

• Assisted with workflow management and performance support Blue Ocean Contact Centers — Halifax, NS

Logistics Customer Service Representative Sep 2020 – Mar 2022

• Handled customer inquiries related to logistics, transportation, and delivery

• Resolved pricing and service-related concerns using internal systems

• Collaborated with multiple teams to ensure timely and accurate service delivery Mastermind Toys — Sydney, NS

Sales Associate / Cashier Sep 2019 – Jun 2020

• Assisted customers with purchases, product inquiries, and recommendations

• Managed cash transactions and maintained accurate registers

• Supported inventory organization and store operations EDUCATION

Gas Technician (HVAC) — Canadore College, Mississauga, ON 2024 Post-Baccalaureate Diploma – Supply Chain Management — Cape Breton University, Sydney, NS 2018 – 2020

Bachelor of Business Administration (BBA) — Punjabi University, India 2013 – 2016 ADDITIONAL INFORMATION

• Fluent in English, Punjabi, and Hindi

• Strong adaptability in fast-paced and team-oriented environments

• References available upon request

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