Arshad Merchant

Customer Service Representative with strong experience handling customer interactions, resolving issues, and ensuring high satisfaction levels. Blend of customer service and analytical experience enables effective problem-solving and data-driven decision-making. Proven ability to work in fast-paced environments, manage multiple priorities, and communicate clearly with customers and internal stakeholders.

Client Coordinator & Data Analyst - ISM - Regina

(2025-02 - 2025-06)

• Acted as primary point of contact for client queries and service requests.
• Coordinated between teams to ensure timely issue resolution and service delivery.
• Analyzed customer and operational data to identify trends and improve service quality.
• Maintained accurate records and reports supporting customer service operations.

Customer Service Representative - HGS - Regina

(2024-08 - 2025-01)

• Handled customer inquiries related to billing, invoices, plan charges, and discrepancies.
• Investigated and resolved billing issues such as overcharges, incorrect fees, and missing payments.
• Educated customers on pricing plans, promotions, and billing cycles.
• Processed payments, adjustments, refunds, and account updates accurately.
• Met KPIs including CSAT, AHT, and first-call resolution.

Customer Service Representative - Concentrix - Regina

(2024-05 - 2024-07)

• Provided support for online schooling queries including schedules, logins, and access.
• Troubleshot technical issues with virtual learning platforms.
• Managed high volumes of inquiries via phone, email, and chat.
• Coordinated with IT and academic teams for issue resolution.

Cashier - Walmart USA

(2023-01 - 2023-12)

• Processed customer transactions accurately using POS systems including cash, card, and digital payments.
• Delivered friendly and efficient checkout experience, ensuring high customer satisfaction.
• Handled returns, exchanges, and refunds in compliance with company policies.
• Maintained cash register accuracy and balanced tills at the end of shifts.
• Assisted customers with product inquiries and directed them to appropriate store sections.

Bachelor of Commerce