Anu Dhand

5 Years' experience in a high volume call center receiving inbound communications including phone and email. Provided first class customer service, including experience with de-escalation techniques and managing difficult calls. Strong ability to work well under pressure, achieving accurate and efficient results in a fast paced environment while adhering to complex instructions.

Strong experience multi-tasking with large volumes of information including researching, assessing, recording and reporting data, while utilizing multiple applications and computer screens. Strong analytical, problem solving, multi-tasking, organizational and time management skills, with the ability to work independently with little direction and as a member of a team. Proficient working with call/contact center technologies, databases and software (e.g.

Customer Relationship

Management applications, workforce management tools, knowledge base databases, etc.). Highly developed interpersonal skills, including excellent oral and written communications skills, with the ability to empathetically listen, interpret and respond. Excellent keyboarding and proof reading skills with emphasis on accuracy and attention to detail. Ability to exercise sound judgement, tact and diplomacy when dealing with confidential and sensitive information.

Clerk B - Community services Department - City of Winnipeg - Winnipeg, Canada

(2024-07)

• Assisted in Reviewing and validating license requirements
• Assisted with filling and maintenance of divisional correspondence tracking and filling systems
• Performed cashier functions including receipting, refunds, cash transactions
• Process applications and issue business licenses, other permits
• Developed Knowledge of city of winnipeg bylaws and provide information to citizens
• Developed Knowledge of Amanda system

Clerk B - City of Winnipeg- Water and waste Department - Winnipeg, Canada

(2023-07 - 2024-07)

• Perform timekeeping functions for assigned area
• Enter timekeeping information as TK processor for assigned areas in peoplesoft ESS and manage data in other applications whre applicable
• Address HR timekeeping inquires from both supervisors and employees
• Maintain area timekeeping file
• Prepare personal reports for supervisors as required

Clerk A - City of Winnipeg - Winnipeg, Canada

(2020-10 - 2023-03)

• Greeting citizens at the front desk and assisting them with Pool schedules
• Maintain pool records, files and inventory
• Prepare and reconcile daily financial reports
• Performing cash transactions, reception duties, receiving and processing mail
• Assisting with the preparation of annual statistical reports and other clerical duties
• Assisting with payroll for part time staff in city operated software
• Prepare documents for leave of absence requests
• Prepare daily timesheets
• Assisted Clerk B HR for 2 weeks with collecting, maintaining hiring documents from new hires and updated information electronically

Technical Service Representative - Shaw Communications - Winnipeg, Canada

(2020-02 - 2021-03)

• Answered customer inquiries and complaints received in the Customer Care Department to resolve Technical issues related to their services and equipment, but not limited to telephone, online inquiries, email and chat
• Developed knowledge of contact centre principles, practices and key performance metrics
• Dealt with difficult clients to de-escalate and diffuse challenging situations and successfully resolve customer issues in a diplomatic, unbiased and professional manner

Customer Service Representative - City of Winnipeg (311) - Winnipeg, Canada

(2018-05 - 2020-10)

• Working in 311 contact center, receiving inbound calls from residents of Winnipeg addressing their concerns regarding services provided by the city and providing them information and assistance
• Collected sensitive information and complaints from residents and filled up forms on their behalf and forwarded to concerned departments
• Guided people taking city transit services with transit routes
• Helped citizens with water and waste department, streets, zoning, parking authority, property tax information and all other departments

Customer Service Expert - 24-7 InTouch - Winnipeg, Canada

(2017-12 - 2018-01)

• Worked in Customer Care Department and received inbound calls from customer service representatives and assisting them with their questions related to customer inquiries
• Handled customer escalations and provided them with a best possible solution

Customer Service Representative - 24-7 InTouch - Winnipeg, Canada

(2016-09 - 2017-11)

• Worked in Customer Care Department and received inbound calls from clients and assisted them with their existing order or placing new orders online
• Worked in the Email process as well : Replied clients in regards to their queries

MBA - Human Resources - Lovely Professional University (2012)