Gopaul Pooja

Dynamic bilingual Customer Service Consultant with over 6 years of experience in delivering exceptional customer support and administrative services. Recognized for a strong commitment to achieving high levels of customer satisfaction through prompt, accurate, and efficient service. Proven ability to thrive under pressure while maintaining a focus on excellence and quality. Eager to contribute to a growth-oriented environment that fosters personal satisfaction and professional development.

Customer Success Consultant - Staples Professional - Canada

(2020-03)

• Managed a daily caseload of client inquiries from intake to resolution, ensuring accurate documentation and follow-up.
• Maintained detailed case notes and updated client records to ensure continuity and audit-ready documentation
• Explained complex billing, delivery, and account issues in plain language to support informed client decisions.
• Used CRM/database systems (Salesforce) to create, update, and maintain accurate client profiles and case information.
• Collaborated with Account Managers and cross-functional teams to resolve complex cases and reduce repeat issues.
• Investigated recurring service issues and implemented corrective actions to prevent repeat cases.
• Promote new products and propose existing and old stocks for substitutes.
• Prioritized competing client requests while meeting response-time targets and service level expectations.
• Processed customer orders and account updates with a high level of accuracy and attention to detail.

Head of Administrative and Quality Officer - ISL OUTSOURCING LTD - Mauritius

(2016-01 - 2019-12)

• Maintained accurate administrative and financial records, ensuring documentation met internal compliance standards.
• Reviewed and interpreted financial documents (invoices, vendor statements, reconciliations) to ensure accuracy and completeness.
• Supported recruitment and onboarding by coordinating documentation, scheduling, and induction processes.
• Organizes and schedule meetings and in-house events.
• Prepared purchase orders for goods and services and tracked inventory levels to support business operations.
• Prepares reconciliation of Accounts Payable balances with vendor statements for payments.
• Prepares and issues billings/ invoices accurately and timely and dispatch to clients and local authorities.
• Managed accounts receivable follow-up, tracking overdue invoices and coordinating payment status with external stakeholders.
• Assisted in payroll preparation, verifying accuracy and ensuring timely processing and payment.
• Performs call monitoring and compile trend data to track performance of teams and individuals.

Customer Service Representative – Team Lead - ISL OUTSOURCING LTD - Mauritius

(2013-11 - 2015-12)

• Assures the highest standards of quality through the delivery of accurate and professional customer service within a reasonable cost and timely manner to all clients.
• Handled 50+ customer interactions per day, resolving service issues while maintaining professionalism, empathy, and accuracy.
• Memorized all company campaigns and services to be able to answer all customer questions quickly and efficiently and make relevant upsells.
• Trained new employees in customer service script recitation, conflict resolution, and data entry practices.
• Became the lead "go-to" person for new representatives and particularly for challenging calls as one of the company's mentors of both new and established employees.

Applied Social Science - Sociology - University of Technology, Mauritius