Lead Customer Service & Project Management Professional

Chaturya Vandana Email: ******************@*****.*** Phone No: 832-***-****

Lead Customer Service Representative and Project Management SUMMARY

Customer-focused professional with 3+ years of experience delivering exceptional customer service across banking, healthcare, retail, and contact center environments. Skilled in resolving customer inquiries, handling high-volume interactions, managing customer records, and providing timely, accurate solutions. Strong communicator with excellent problem-solving abilities and experience using CRM systems, data entry, and Microsoft Excel. Recognized for building positive customer relationships, meeting performance targets, and contributing to continuous process improvements while delivering a high-quality customer experience.

SKILLSET

Customer Service & Customer Relationship Management (CRM) Call Center & Contact Center Operations Customer Complaint Resolution Active Listening & Effective Communication Problem Solving & Conflict Resolution Microsoft Excel

(Pivot Tables, Advanced Formulas) Microsoft Office Suite (Word, Excel, Outlook) Data Entry & Documentation Scheduling & Workforce Coordination Time Management & Multitasking Team Collaboration Customer Retention & Satisfaction Process Improvement Reporting & Data Validation EDUCATION

Business Management, Niagara College, Toronto, Ontario, Canada. Dec 2022 Project Management, Fleming College, Peterborough, Ontario, Canada. April 2022 Bachelor’s, Mechanical Engineering, SRKR Engineering College, India. May 2019 WORK EXPERIENCE

Lead Customer Service Coordinator Dec 2024 - Apr 2026 Tranquil Care Scarborough, ON, Canada

● Coordinated scheduling for healthcare staff while providing exceptional support to employees and clients through phone and email.

● Responded to scheduling inquiries, resolved conflicts, and ensured timely communication regarding shift assignments.

● Assisted caregivers and clients with scheduling changes, availability updates, and service requests.

● Maintained accurate employee records, schedules, and attendance information.

● Worked closely with management to ensure adequate staffing levels and uninterrupted patient care.

● Resolved scheduling issues professionally while maintaining a high level of customer satisfaction.

● Generated workforce reports and monitored staffing trends to improve scheduling efficiency.

● Collaborated with multiple departments to ensure seamless service delivery.

● Prioritized multiple requests in a fast-paced environment while maintaining accuracy.

● Supported continuous improvement initiatives that enhanced operational efficiency. Customer Service Representative Sep 2023 - Mar 2024 NORDIA Scarborough, ON

● Managed high-volume customer interactions and outbound engagement activities, consistently achieving performance metrics and service-level objectives through effective communication and relationship management.

● Analyzed customer inquiries, concerns, and feedback to identify root causes, recommend solutions, and improve overall customer experience.

● Maintained accurate customer records and interaction documentation within CRM systems, ensuring data integrity and supporting informed business decisions.

● Collaborated with customers to understand their needs, gather information, and provide tailored solutions aligned with business objectives and service offerings.

● Developed and refined communication processes and call scripts, contributing to improved customer engagement, operational consistency, and conversion outcomes.

● Conducted follow-up activities to validate issue resolution, measure customer satisfaction, and ensure successful service delivery.

● Applied critical thinking and problem-solving techniques to address customer concerns, resolve escalations, and identify opportunities for process improvement.

● Partnered with cross-functional teams and leadership to share customer insights, discuss operational challenges, and support continuous improvement initiatives.

● Monitored customer interaction trends and feedback data, identifying recurring issues and providing actionable recommendations to enhance products, services, and business processes.

● Delivered personalized guidance and recommendations based on customer needs, increasing engagement, satisfaction, and long-term customer retention.

● Maintained comprehensive knowledge of products, services, policies, and procedures, enabling accurate information sharing and effective issue resolution.

● Contributed to team performance by supporting knowledge-sharing initiatives, documenting best practices, and assisting in the implementation of process enhancements.

Customer Service Representative Sep 2021 - Jun 2022 Walmart Niagara, ON

● Delivered exceptional customer support by responding to inquiries, resolving issues, and providing timely solutions to enhance customer satisfaction.

● Analyzed customer needs and recommended appropriate products and services, improving customer engagement and overall experience.

● Maintained accurate customer records and documented interactions, ensuring data integrity and effective follow-up.

● Investigated and resolved customer complaints by identifying root causes and implementing effective solutions.

● Collaborated with cross-functional teams to escalate complex issues, coordinate resolutions, and ensure seamless service delivery.

● Gathered customer feedback and identified trends, providing insights that supported service improvements and operational efficiency.

Contact this candidate