Cashier and Customer Service Representative - London Drugs
(2024-08)
- Processing cash, credit, and debit transactions with accuracy and efficiency.
- Ensuring the till is balanced at the beginning and end of each shift, maintaining a 100% accuracy record.
- Operating Point of Sale (POS) systems proficiently, ensuring accurate product scans and pricing.
- Troubleshooting minor technical issues with the till or POS system.
- Monitoring stock levels at the till area, ensuring necessary supplies like bags and receipt rolls are available.
- Assisting customers with inquiries, refunds, and purchases, ensuring a smooth checkout experience.
- Resolving discrepancies and addressing customer complaints in a professional manner.
- Promoting ongoing sales and upselling opportunities at checkout, contributing to increased daily revenue.
- Actively informing customers about loyalty programs and seasonal discounts.
- Efficiently managing a high volume of customers during peak times without compromising service quality.
Front Desk Associate and Night Auditor - Best Western Plus
(2024-07)
- Greeting guests upon their arrival and providing a hospitable welcome.
- Recording client information on the hotel's software or internal database and directing them to their designated rooms.
- Receiving calls, conducting room reservations, and verifying existing bookings.
- Processing customer payments and presenting them with the bill upon check-out.
- Assisting guests who request additional services including retreat activities, organizing transportation services etc.
- Keeping the front desk neat, orderly, and sanitized at all times.
- Reviewing and balancing daily financial transactions, including guest accounts, room charges, and revenue.
- Assisting late-night check-ins, check-outs, and handling guest inquiries or requests.
- Preparing detailed end-of-day financial and occupancy reports for management.
- Ensuring the safety and security of the property by observing security protocols and reporting any issues.
- Organizing and filing important records, updating the hotel management system, and preparing for the next day's operations.
Service Advisor - R-James Western Star Management Group
(2023-08 - 2024-04)
- Served as the primary point of contact for customers, providing expert guidance on vehicle services, repairs, and maintenance.
- Delivered exceptional customer service by addressing client concerns, scheduling appointments, and ensuring timely updates on service progress.
- Collaborated with technicians to translate technical issues into clear, understandable terms for customers.
- Prepared detailed service orders, cost estimates, and repair documentation for customer approval.
- Upsold additional services and maintenance packages, achieving or exceeding revenue targets.
- Maintained an organized workflow by managing multiple customer requests, scheduling service bays, and prioritizing tasks.
- Ensured high customer satisfaction by conducting follow-ups and resolving post-service issues effectively.
- Monitored service quality and upheld company standards, contributing to increased customer retention rates.
Customer Service Representative - Accenture Solutions Pvt. Ltd.
(2016-07 - 2023-06)
Worked as an Ad Analyst for a Social Media company.
- Worked on content review, ads analysis and classification, surfacing trends and improvement for content reported by users.
- Conducted Root Cause Analysis to identify the areas for improvement.
- Nominated to lead new projects and tasked with training and auditing colleagues' work.
- Guided and evaluated the performance and progress of new employees, providing constructive feedback and support to ensure smooth onboarding and professional development.
- Interacting with clients for policy changes to better the SLA's.
- Data collation and reporting on behalf of the entire team to the Manager on a daily basis.
Senior Customer Service Executive and Team Leader - Intelenet Global Services Pvt. Ltd.
(2013-03 - 2016-01)
- Resolved Customer Complaints within 24 hrs., reducing the likelihood of negative reviews by 70%.
- Upselling products from e-commerce websites to the customers and providing end to end service on call.
- Got promoted as a Team Lead to Provide support to new team members in case of understanding the request and accordingly handling it to provide a timely resolution to the customer.
- Maintaining the quality statistics of the team equal to the standard SLA's.
- Conducting briefings & de-briefings for the team, to ensure new updates and procedures are followed to enhance customer service and avoid any quality breaches.
- Collating data and send them to the team Manager for review and checking if any of the team members requires support or attention to meet up the set targets.
- Nominated as the SPOC to take escalated calls for the process.
- Mentored 2 agents under Performance Improvement Plan to help them come up the learning curve.
