Neha

10702 132A Street, Surrey, BC V3T 3X9 • neha_taak@yahoo.com • (236) 632-6038

Summary
Resourceful Call Center Representative who consistently meets and exceeds productivity goals. Proven capacity to troubleshoot issues
to resolve issues quickly. Maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and
increase customer loyalty.

Highlights
 Excel l ent cust om er S ervi ce skil l s (Act i ve li st eni ng, rapport bui l di ng, connect wi t h cust om er,
i denti fyi ng cust om ers need, S al es servi ce, handl i ng di ffi cul t cust om ers, servi ce no, persuasi ve
speaki ng ski ll s and em pat hi c)
 Troubl eshoot i ng/ Probl em sol vi ng at ti t ude
 S ervi ce and support / S al es S ki l l
 BS F I knowl edge
 Com put er soft ware savvy
 F ri endl y and peopl e person
 Hi gh st andards
 Trai ni ng/ Learni ng & devel opm ent Lead/ Trai ni ng & qual i t y Lead
 P robl em sol ver & cri t i cal t hi nker/ C onfl i ct resol ut i on
 St rong t i m e m anagem ent skil l s
 Abi li t y t o work under pressure and have growt h m i ndset
 P rofi ci ency i n Excel and Mi crosoft Offi ce Sui t e
 Experi ence in eC om m erce or rel at ed busi ness operat i on

Customer Service Representative

London Drugs, Cloverdale
October 2022–Current
 Providing primary tech & general support to customers
 Answering customers queries on call (both inbound and outbound)
 Maintained up-to-date records at all times/ Responsible for managing & receiving stock
 Building customer loyalty by placing follow-up calls for customers who reported product issues

Customer Service Training Lead/Content Developer/Instructional Designer, Bangalore, India

Concentrix, India (Call Center)
September 2018–August 2022
 Collecting customer feedback and made process changes to exceed customer satisfaction goals
 Facilitated information flow between customer service, account management, operations, quality assurance, training and
payroll departments to guarantee call center objectives should be met.
 Cross-trained approximately 280 trainees in 4 years.
Customer Service Representative
KDMS, Mohali, India (Call Center)
January 2012–March 2015
 Assisted US, Canada & Australia based customers in processing phone orders as well as web orders.
 Addressed customers inquiries and concerns in timely and accurate manner.
 Given accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
 Achieved customer satisfaction rating of 95% within six months, exceeding corporate target.
 Properly directed inbound calls in phone queues to improve call flow.

Customer Service Representative

IBM, Chandigarh, India (Call Center)
May 2010–September 2011
 Provided primary customer support to internal customers.
 Assisted Citi Bank’s Premium Customers (holding gold accounts).
 Handled queries regarding bank accounts, credit cards and insurance policies.
 Won Star performer award for consecutive 3 months.

Education
TRINITY WESTERN UNIVERSITY, LANGLEY, BC, CANADA
September 2022-Present
Master’s in Business Leadership

ASSM COLLEGE, MUKANDPUR, BANGA, PUNJAB, INDIA

August 2008-April 2010
Masters of Science, Information Technology

BLM GIRLS COLLEGE, NAWANSHAHR, PUNJAB, INDIA

July 2005-May 2008
Bachelors of Arts (Computer Science)