Sheeba N

Accurate, thorough and persistent individual seeking a position with an organization offering exceptional communication, secretarial, and problem solving skills to bring a remarkable change in the overall efficiency of the office. Profound ability to troubleshoot and resolve technical issues. Excellent customer service and communication skills.

Proven ability to follow directions and handle ambiguity. Adapt to changes, new workflows while maintaining positive attitude. Proficient with MS Office, Google Suite. High energy, resilience, and excellent time management skills.

Scheduling Representative at Brookstone (2024-09 – Present)

• Validate customers' accounts and contact details.
• Take inbound and also make outbound calls to book appointments.
• Sell the value of the visit and the opportunity
• Set the lead to convert the sale using Salesforce.
• Handle scheduling via email, text and message format.
• Direct calls to the appropriate region and department.
• Make sure all the leads are accounted for from all the channels into the salesforce.
• Create reports at the end of the day to track the progress.
• Collaborate in a team environment and work frictionlessly with remote colleagues and internal teams.

Customer Service Agent at Moneris (2019-06 – 2024-08)

• Provide impeccable customer service and have great attention to detail.
• Answer calls, inquiries and relay the messages as necessary.
• Maintain detailed filing systems both manually and computerized.
• Verify documentations, forms, details for accuracy and correct errors.
• Organizing, structuring resources for optimal productivity.
• Collect payments before dispatching the POS.
• Escalate customer concerns to the appropriate management team.

Technical Support Representative at HGS (2018-04 – 2019-05)

• Comprehend to find customer answers quickly while using multiple resources.
• Investigated and resolved billing and service issues.
• Maintain records of customer interactions and actions taken, including – transactions, comments, inquiries and complaints.
• Evaluated changing factors frequently to achieve a high customer satisfaction level.
• Maintained strict client confidentiality regarding all personal and financial information.
• Find logical solutions by breaking the problem into smaller pieces to find the solution

Office services coordinator at Manitoulin Transport (2017-08 – 2018-03)

• Handle internal and external customer service issues via phone and email, this may include contacting drivers directly for information.
• Bill shipments in the system, know when to manifest them or strip them from a trailer manifest in the AS400.
• Working with our US partner carriers for cross border shipments.
• Prepare paperwork for the freight received internationally.
• Printing shipping labels and scanning paperwork.
• Scheduling packages for pick up or drop off.

Sales Service Representative at S&P Data (2017-02 – 2017-07)

• Responded to customer inquiries and requests and resolved issues efficiently and professionally.
• Utilized multiple call center support applications to efficiently assist customers and agents.
• Maintained composure and patience in face of difficult customer situations.
• Met or exceeded stated sales goals for our team as well as met all customer satisfaction requirements.
• Involved in processing orders, forms and applications.

Administrative Assistant at Simi Accessories (2015-04 – 2016-11)

• Received the calls from the customer to resolve their issues regarding their account settings.
• Reported daily business activities to the manager.
• Recorded all the business details into the database.
• Confirmed all the tickets were cataloged and accounted for.

Administrative Assistant at Avaj (2014-10 – 2015-03)

• Handled day to day telephone based support of 150+ remote based computer systems.
• Used to work at fast paced working environments and enjoy the challenge.
• Configured desktops and laptops following the technical documentation procedures and policies.
• Ensured accuracy of data by defining and building necessary audits and controls.
• Experienced in dealing with irate customers in a professional manner.
• Ability to handle different clients and different systems simultaneously.

Analyst at Serco Global Services (Google Maps) (2012-09 – 2013-12)

• Validated results and performed quality assurance to assess accuracy of data.
• Applied knowledge of data modeling and statistical analysis to note trends and draw conclusions.
• Investigated, addressed system issues to enhance usability and improve functionality.
• Collected, organized and input information into a digital database.
• Helped improve operations by showing a clear connection between current policies and business results.

Post graduate Diploma in Internet Programming and Database Management – Lambton College of Applied Arts and Technology

Bachelor of Technology in Information Technology – JNTU