Yard specialist - Amazon Warehouse - Nepean, ON
(2023-11)
- Correspond with multiple shipping companies and demonstrate comprehensive understanding of shipping systems, requirements, rules, and obligations to support yard organization and minimize delays.
- Conduct daily coordination with fulfillment center operations departments, transportation peers, and carriers to ensure all trailers arrive and depart on time with zero defects.
- Maintain the accuracy and integrity of the trailer yard through meticulous attention to detail and daily yard audits.
- Consolidate data from multiple sources to support daily workflow and business needs.
- Operate a spotter truck, moving trailers between trailer yard and dock doors, and logging all trailer moves to maintain accurate yard inventory.
- Lift up to 49 pounds and walk/stand during shifts lasting up to 12 hours.
- Regularly bend, lift, stretch, and reach below the waist and above the head.
- Climb in and out of the spotter truck numerous times per day; hooking and unhooking trailers.
- Work as a peer trainer on an as needed basis to support the business
Senior Technical Customer Service Agent I-THPS - Telus Health - Ontario
(2020-03)
- Providing support & mentor-ship to front-line team members with their cases in order to support efficiency, customer experience, ticket resolution SLA, and L2R performance
- Providing both immediate and ongoing coaching for front-line agents to resolve current issues and increase skills
- Turning all stones in search of solutions for CE customers to include (research, problem analysis & problem solving)
- Supporting through a disciplined and action/time bound framework, ticket closure within standard SLAs within CE
- Clear documentation on tickets, to include problem & proposed solutions to ensure ease in customer communication of outcomes by front line team members.
- Networking & collaborating with key internal & external stakeholders to find total solutions for your clients, to include teams such as DCO, DEV, DBA's, projects, PSE's, etc.
- Actively participating in creation and maintenance of content for the knowledge base.
- May assist in writing customer facing technical documents such as newsletters, notices, etc.
- Participating in new product launch readiness which includes verifying existing installation, and upgrade processes, developing new processes where required, providing support to beta and pilot customer, preparing and delivering support readiness training
- Interacting with third party vendors and suppliers in a professional and courteous manner that fosters a long-term partnership.
- May provide customer and support feedback to product development related to product features and sup portability.
- Adhering to Incident, Problem, Change and Service Management based on ITIL best practices
- A balanced focus on the business & the people- with a focus on SLA achievement in ticket resolution handle time.
- Fulfilling ad-hoc work requirements as assigned by Client Experience Team manager(s)
- Participating in mandatory on-call rotation – supporting our clients and team after hours
Telemarketing Executive - Standard Chartered Bank - Kolkata, West Bengal
(2005-07)
- Calling up potential customers over the phone and telling them about the benefits of different types of loans and schemes
- Carrying out eligibility checks when seeking loan approvals
- Once a sale has been made arranging for an executive to collect the documents
- Required to fully knowledge in banking policies and procedures
Warehouse Associate - Amazon Warehouse - Ottawa, ON
(2020-05 - 2023-11)
- Process, package and ship orders accurately
- Organize stocks and maintain inventory
- Inspect products for defects and damages
- Examine ingoing and outgoing shipments
- Organize warehouse space
- Receive, unload and place incoming inventory items appropriately
- Check, verify and fill customer invoices
- Abide by all company safety and hygiene regulations
- Contribute ideas on ways to improve or optimize warehousing procedures
- Keep warehouse clean and organised daily
- Worked as a Learning pack ambassador.
- Trained over 50 pack associates .
- Currently working as a seasonal trainer to onboard new recruits.
- Worked as a Learning Ambassador for the pack Department
- Trained new hired employees for the pack department
UPS X-ray scanner security - Allied Universal - Ottawa, ON
(2022-03 - 2022-08)
Worked as a xray scanner security at UPS Kanata facility
Technical Customer Service Agent I - TELUS Health - Ottawa, ON
(2017-08 - 2020-03)
- Perform first-level support for pharmacy software/hardware issues
- Manage, resolve, and/or escalate all incoming phone calls, emails, and tickets received while maintaining the highest degree of professionalism and service
- Document, troubleshoot and resolve issues through the internal ticketing system
- Determine severity of issues and prioritize resolution/escalation
- Walk customers through problem solving process
- Follow up with customers, provide feedback and see problems through to resolution
- Demonstrate excellent customer service skills and exceed customer expectations
- Preserve and grow your knowledge of help desk procedures, products and services
Technical Lead - Cognizant Technology Solutions - Kolkata, West Bengal
(2016-09 - 2017-02)
Responsible for Technology problem management- knowledge management- escalated support- L2 incident management- change management- and technology operations performance of the team members
- Perform SOP activities with business impact understanding of customer environment and contribute to improve SOPs.
- Adherence to customer security and compliance requirements. Implementation of approved change requests in line with customer change management process.
- Responsible for incident life cycle following ITIL / BIC frame work as applicable.
- Adherence to customer communication etiquette. Ensure stated productivity requirements are met for the engagement Project/Process.
- Review CSAT feedback and ensure timely implementation of corrective actions. Participate in Critsit process to resolve the incident in a timely manner.
- Log and triage incidents. Coordinate with resolver groups- vendors/carriers. Troubleshoot the escalated incident / problem and refer / escalate (functional and hierarchical) to the right groups (Vendors / Level 3).
- Provide inputs to FAQ database / KR / contribute towards updating knowledge articles.
- Contribution to continuous service improvement plans (CSI).
- Responsible to develop induction documents in consultation with relevant stakeholders for the project and ensure successful completion of induction process for new joiners.
- Effective floor Management Team/People.
- Continually assess skill level and provide intervention assistance.
- Contribute to and participate proactively in knowledge sharing sessions.
- Encourage team individuals to participate in organization innovation programs.
- Act as a buddy for new hires.
- Makes recommendations on R&R for team / individual achievement.
- Makes recommendations to team lead on team's performance rating Organization: . Ensure team contributes and participates in all organizational technology events and knowledge sharing forums.
- Adherence to Organizational policies and processes (including Cognizant's security policies- LP- timelines etc.). Participate in recruitment drives
Team Manager - BT Open Reach - Kolkata, West Bengal
(2016-03 - 2016-09)
- To own the customer relationship through a team of Team Members.
- To demonstrate good knowledge of BT products and processes within own product areas.
- To build and maintain internal relationships across own organization, and where appropriate, the wider unit.
- May act as the first escalation point for customer or internal issues.
- May be involved in providing information at a local level with trade unions.
- To demonstrate awareness of BT's strategy and good knowledge of unit strategy.
- To coach Team Members on processes and procedures for own products and ensure compliance targets are met for own team.
- To meet all people related targets.
- To communicate operational plans as it applies to the team, to manage work volumes within the team and report on productivity and other measures as required.
- Ensures delivery of an excellent customer experience in all customer contacts within team
- Develops a plan to meet agreed targets and budgets so that team operates at minimum cost and maximum benefit.
- Acts as first level for customer escalations for own product area, and acts as a positive change agent
- Follows standard procedures for escalations, or refers on to Centre Manager, and implements process improvements within own team.
- Follows standard processes for the majority of problem solving issues.
- Takes responsibility and accountability for managing people, resource, targets and performance of a team so that all customer satisfaction, quality of service to customer, revenue, debtor control, cost and productivity targets are achieved whilst minimizing the number of complaints.
Team leader - Wipro BPO - Kolkata, West Bengal
(2015-01 - 2015-11)
- Allocating daily jobs and workloads.
- Training new team members.
- Acting as a resource for other staff members.
- Managing team performance and progress.
- Enforcing all company approved policies and procedures.
- Constantly looking for ways to improve processes.
- Monitoring the performance of junior staff.
- Completing team-related paperwork.
- Implementing new initiatives and making sure all staff understand them.
- Taking action to correct and staff shortcomings.
- Managing and monitoring staff attendance.
- Giving prompt and accurate information on individual staff member performance.
- Attending and participating in team meetings.
- Ensuring a clean, safe and friendly working environment.
- Reporting to senior managers.
Customer Service Representative - Wipro BPO - Kolkata, West Bengal
(2012-11 - 2015-01)
- Providing Customer services to United Health Care Doctors and providers.
- Receiving inbound calls from United Health Doctors and providers to check patient's eligibility for insurance coverage.
- Providing excellent customer service and ensuring that the correct information is given as quickly as possible.
- Documenting each step followed & all the relevant information given by the providers.
Team Leader - Sainsbury's (U.K.) - Gravesend, Kent
(2008-05 - 2012-10)
- Led and motivated the store team to increase sales and ensure efficiency.
- Managed the store's stock levels - made key decisions about stock level and stock control.
- Ensured that quality standards, customer service and health and safety are met.
- Responded to customer complaints and comments.
- Monitored the sales floor regularly, talking to staff and customers, and identifying or Updated superiors on business performance, new initiatives and other issues.
- Resolving urgent issues.
- Handling cash and operating the checkouts.
Technical Support - Wipro BPO - Kolkata, West Bengal
(2005-11 - 2007-01)
- Providing Technical support for the Dell process
- Receiving inbound calls from Dell customers based in the USA and taking care of technical issues including hardware as well as software
- Resolving complex issues in the desired timeframes
- Providing excellent customer service
- Documenting each step followed & all the relevant information given by the customer Dispatching parts if any hardware parts required replacing
Phone Banking Officer - ICICI Bank - Kolkata, West Bengal
(2004-09 - 2005-07)
- Calling up potential customers over the phone and telling them about the benefits of different types accounts
- Taking the details of interested customer to open an account and sending an executive to get the forms signed
- Checking documentation required to open an account
- Excellent communication skills both written and verbal
- Required to work in a team environment
