GEETANJALI SHARMA
Calgary
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Knowledgeable and dedicated customer service professional. Solid team player with outgoing, positive demeanour and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating
partnerships, and growing businesses.Certified in dispatching and load brokerage.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Support Advisor
Concentrix
Remote-Canada
03.2024 - Current
- Provide inbound customer support using a call flow guide
- Help customers resolve basic technical issues
- Track, document, and retrieve information in databases
- Suggested complementary offerings to enhance customer experience.
- Ensured high-quality customer interactions, consistently maintaining a friendly demeanor.
Customer Solutions Specialist
Rogers
Remote Canada
03.2023 - 06.2023
- Maintained accurate records of all customer interactions in the company's database system.
- Recommended changes or improvements to existing processes, procedures or policies related to customer service operations.
- Manage customer conversations across all our support channels (in-store, online, and via phone)
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Updated databases with new and modified customer data.
- Answer customer inquiries and escalate complex issues to the appropriate team to ensure rapid
- support
- Proactively take steps to enhance the customer experience
- Share relevant customer feedback to help us improve our offerings
- Evaluate our customer support processes, devise improvements, measure results, and iterate
- Report on key customer service metrics and identify noteworthy trends
Customer Service Representative
Lifetouch-Shutterfly
Remote-Canada
02.2022 - 10.2022
- Answer phone or emails inquiries from customers, explaining products and service
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Collected deposits or payments and arranged for billing.
- Answered customer telephone calls and online chats promptly to avoid long wait times
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Call Center Representative
24-7 Intouch
Remote-Canada
12.2020 - 09.2021
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
Security Officer
G4S Secure Solutions
London|ON
09.2019 - 09.2020
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
- Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
- Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
Loss Prevention Officer
Legendary Security Inc
London| ON
09.2019 - 08.2020
- Completed incident reports and activity logs for accurate, current records.
- Patrolled store premises to detect and prevent shoplifting and security breaches.
- Monitored employee compliance with company policies, promptly addressing any violations or concerns as needed.
- Conducted daily store walk-throughs to identify potential security risks.
- Responded quickly to emergency alarms and calls for assistance for improved issue prevention.
- Investigated and documented thefts and suspicious activity to improve issue prevention.
- Provided support during internal investigations, gathering evidence and documenting incidents thoroughly.
Education
Business Diploma - Business
Fanshawe College
London, Ontario 04.2020
Skills
Computer Skills
Attention to Detail
Quality Assurance
Communication
Troubleshooting
Data Entry
Customer Relationship Management
Complaint Resolution
Data Management
Multitasking
Remote Office Availability
Customer Relationship Management
Customer Service
Professional Phone Voice
Call Handling
Account Updating
Call control
Certification
- Trucking Dispatch and Load Brokerage Specialist
- Emergency First Aid
- CPR Level-C
Languages
Punjabi
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Customer Support Advisor
Concentrix
03.2024 - Current
Customer Solutions Specialist
Rogers
03.2023 - 06.2023
Customer Service Representative
Lifetouch-Shutterfly
02.2022 - 10.2022
Call Center Representative
24-7 Intouch
12.2020 - 09.2021
Security Officer
G4S Secure Solutions
09.2019 - 09.2020
Loss Prevention Officer
Legendary Security Inc
09.2019 - 08.2020
Business Diploma - Business
Fanshawe College