Minu Koshy
Customer Service & Call Centre Professional
Hire this person
Send a job offer directly to this candidate
About
Results-driven Customer Service & Call Centre Professional with over 12 years of experience across utilities, airline, and service industries. Proven expertise in customer service training, call centre operations, client servicing, and administrative support. Highly skilled in coaching teams, improving KPIs, handling high-volume customer interactions, and supporting senior leadership.
Known for strong communication skills, attention to detail, and the ability to work effectively in multicultural, fast-paced environments.
Experience
Customer Service Trainer - Toronto Hydro - Toronto, ON
(2023-01)
- Designed and delivered customer service training programs for new hires and existing staff
- Conducted onboarding sessions covering company policies, systems, products, and service standards
- Coached agents on call handling, email and chat communication, and complaint resolution techniques
- Monitored agent performance and provided constructive feedback through one-on-one coaching
- Collaborated with team leaders to identify training gaps and improve KPIs
- Developed training manuals, job aids, and presentations
- Supported quality assurance initiatives to ensure service consistency and compliance
Customer Service Agent - Toronto Hydro / Optima Communications - Toronto, ON
(2021-01 - 2023-12)
- Handled high-volume inbound customer calls and inquiries professionally and efficiently
- Resolved billing, account, and service-related issues while meeting performance targets
- Documented customer interactions accurately in CRM systems
- Maintained high customer satisfaction scores through effective problem-solving
Office Assistant - 2197265 Canada Inc. - Toronto, ON
(2010-01 - 2016-12)
- Provided administrative and office support to management and staff
- Prepared invoices, quotations, and comparative statements using Excel
- Managed petty cash, expense reports, and office supply inventory
- Maintained confidential electronic and manual filing systems
- Drafted letters, internal memos, and reports using MS Word
Front Desk Agent - Dnata - United Arab Emirates
(2006-07 - 2009-12)
- Delivered frontline customer service in a high-volume airline environment
- Assisted passengers with check-in, inquiries, and service-related issues
- Maintained professionalism while working under pressure and strict deadlines
Customer Service Representative / Call Centre Agent - Information & Marketing Communications - United Arab Emirates
(2002-08 - 2004-07)
- Responded to customer inquiries via telephone and written correspondence
- Resolved issues efficiently while providing detailed service information
- Handled local and international client calls professionally
- Generated repeat business through proactive client follow-up
- Prepared monthly New Business Wins & Losses reports for senior management
Processing Administrator / Process Analyst Specialist
- Supported Client Servicing teams to ensure departmental objectives were met
- Coordinated with Directors and prepared management reports for Board review
- Prepared ad hoc Excel reports, invoices, and presentations
- Processed incoming correspondence via Outlook and postal mail
- Reported fraud-related documentation to the Risk Management Unit
- Communicated effectively with internal and external senior executives
