Diksha Kunwar

Customer-focused and detail-oriented Customer Service Specialist with over five years of progressive experience in high-volume, team-oriented call center environments. Proven ability to provide exceptional services, process complex requests, and perform administrative duties with accuracy and professionalism. Recognized for effective communication, problem resolution, and the ability to manage multiple priorities in fast-paced banking settings.

Customer Service Representative (Call Centre Operations) - TD Bank - Markham, ON

(2021-09)

• Provide high-level customer service in a high-volume call center environment, responding to inquiries and offering appropriate solutions to card-related concerns.
• Handle large volumes of inbound and outbound calls while maintaining professionalism and adhering to quality standards.
• Support customers with appointment scheduling, account details, and transaction follow-up, ensuring accuracy and confidentiality.
• Liaised with internal departments and collaborated with cross-functional teams to resolve service issues and escalate concerns as needed.
• Ensure compliance with banking policies and procedures including secure handling of sensitive information.
• Delivered exceptional service through phone and email interactions, consistently meeting and exceeding service-level expectations.

Customer Service Associate (Call Centre Representative) - Nordia - Toronto, ON

(2020-01 - 2021-08)

• Assisted customers daily in a call center environment, answering questions and providing information on procedures or policies.
• Managed facility and program bookings by scheduling customer appointments and multitasking in challenging situations.
• Addressed customer concerns and provided timely resolution to mitigate complaints.
• Trained new co-workers on system operations and customer service standards.

Customer Service Cashier - Tim Hortons - Brampton, ON

(2018-12 - 2019-12)

• Handled cash, check and card transactions and maintained balanced drawer to facilitate large purchases.
• Maintained knowledge of store products, promotions, and payment policies to offer quality recommendations.
• Worked closely with staff to assist customers and resolve complaints in a timely manner.

Post Graduate Diploma - International Digital Marketing - CONESTOGA COLLEGE (2018-01)

Bachelor of Broadcasting - Performance and Digital Marketing - GNDU University (2016-01)