Neha Walia

Dedicated and performance-driven leader with strong customer service, team management, and conflict resolution skills. Quick to adapt, troubleshoot performance challenges, and find effective solutions to drive client retention. Excellent communicator with a proven ability to build positive relationships, coach frontline staff, and consistently exceed operational expectations and KPI targets.

Operation Client Expert - Teleperformance Canada - Toronto

(2024-07)

• Direct, mentor, and motivate frontline customer service representatives to meet daily service level agreements (SLAs).
• Successfully managed operational dashboard duties for a 6-month period, tracking real-time queue volumes, agent productivity, and key performance metrics to optimize daily workflows.
• Acted as the primary point of contact for high-level escalations, resolving complex customer inquiries with empathy while seamlessly handling frontline chat agent duties whenever required by the business.
• Proactively supported operations managers with essential back-office administrative tasks, ensuring seamless compliance and smooth day-to-day team functions.
• Conducted 1-on-1 coaching sessions and quality assurance reviews to ensure comprehensive knowledge of company policies and standard operating procedures.

Customer Service Representative - Teleperformance Canada - Toronto

(2020-11 - 2024-06)

• Handled high-volume inbound phone interactions and dynamically transitioned to digital chat channels during low call volumes to optimize cross-channel efficiency and meet real-time business demands.
• Managed a high volume of inbound client inquiries regarding accounts, billing, and services while consistently maintaining a 95%+ quality score.
• Recognized consistently for strong communication skills, empathy, and the ability to de-escalate stressful customer situations effectively.
• Maintained strict confidentiality and data integrity in alignment with organizational security and compliance standards.

Postgraduate Diploma - Wireless Information Technology - Fleming College (2018 - 2020)

Masters - Computer Science - Punjabi University (2016 - 2018)

Bachelors - Computer Science - Punjabi University (2013 - 2016)