Alka Dadwal

Customer‑focused Customer Service Associate with 3+ years of experience delivering accurate financial transactions, resolving inquiries, and providing tailored banking solutions. Known for strong communication, active listening, and consistently supporting a positive customer experience in fast‑paced environments.

Customer Experience Associate - Cell Care Telecommunications - Mississauga, ON

(2025-03 - 2026-01)

• Delivered exceptional service to 70+ customers daily, resolving inquiries, handling complaints, and maintaining a 95% customer satisfaction rating.
• Processed bill payments, deposits, withdrawals, and account adjustments using CRM tools with 100% accuracy and full confidentiality.
• Increased sales conversion by 20% by identifying customer needs and recommending suitable service solutions.
• Trained and supported new team members, improving team efficiency by 15%.
• Managed 50+ inbound and outbound interactions daily across phone, email, and chat while consistently meeting monthly performance targets.

Customer Service Associate - Wireless Telecommunications - Ludhiana, India

(2024-03 - 2025-01)

• Served over 60+ customers daily across inbound and outbound channels — identifying individual needs, resolving concerns as per regulatory compliance, and maintaining a 95% customer satisfaction rate.
• Delivered solution-based recommendations to customers — achieving sales objectives and increasing conversion rate by 20%.
• Prevented fraudulent activity by enforcing multi-factor authentication and KYC protocols — while professionally de-escalating high-pressure customer situations.
• Organized and managed high-volume customer data and records with 100% accuracy — improving processing speed and reducing internal data entry errors by 20%.
• Contributed to team effectiveness by staying dedicated, respecting coworkers, and promoting an equitable work environment aligned with organizational values.

Diploma - Web Development - Royal Computer & Coaching Institute (2024-07 - 2025-01)

Bachelor of Education - B.Ed. - DAV College of Education (2019-07 - 2021-04)

Master of Science - Physics - JC DAV College Dasuya (2017-07 - 2019-04)