Sibitha Bhaskaran

Self-motivated Customer Service Professional with over 15 years of experience in Customer Service, Operations, Sales and Team leadership. Proven ability to manage high-volume customer interactions across Phone, Email, Chat, and Digital Platforms while resolving complaints and maintaining high customer satisfaction. Skilled in upselling, CRM systems, and supported end-to-end recruitment activities including screening, interviewing, and candidate selection.

Holds a Postgraduate Diploma in Business Administration and brings strong multitasking, communication, and problem-solving abilities in fast-paced environments.

Associate - TJX Canada (Winners Merchants Int'l L.P.) - Edmonton, Canada

(2025-11)

• Deliver exceptional customer service by greeting customers and assisting with product inquiries and purchases.
• Handle cashiering, POS transactions, returns, and maintain accurate cash handling procedures.
• Support store operations including fitting room assistance, stock organization, and merchandising.
• Resolve customer concerns promptly ensuring a positive shopping experience.
• Collaborate with team members to achieve store performance goals.

Operations Manager - Angel Broking - Mumbai, India

(2023-04 - 2023-07)

• Led a team of 20 inbound customer service associates handling service inquiries and escalations.
• Monitored KPIs such as CSAT, AHT, and service levels to improve performance.
• Managed complaint resolution and ensured adherence to company processes.
• Coordinated with cross-functional teams to streamline workflow and improve service quality.

Assistant Manager - Motilal Oswal & IIFL Securities Ltd. - Mumbai, India

(2017-10 - 2022-12)

• Managed outbound sales and customer service teams achieving monthly targets.
• Prepared performance reports and supported recruitment activities including interviews and screening.
• Built strong client relationships and ensured customer retention strategies.
• Handled customer complaints, follow-ups, and service confirmations.

Deputy Manager - Kotak Mahindra Bank - Mumbai, India

(2016-12 - 2017-09)

• Provided banking solutions and cross-sold financial products.
• Generated leads, scheduled client appointments, and ensured timely follow-ups.
• Resolved customer service issues and escalated complex cases as per policy.

Senior Officer - ICICI Bank - Mumbai, India

(2006-06 - 2011-01)

• Responded to customer inquiries via phone and email professionally.
• Maintained accurate CRM records of customer interactions and transactions.
• Investigated complaints and coordinated with departments for resolution.
• Recommended process improvements to enhance customer experience.

Freelancer - Ace Ink Stock Broking

(2024-01 - 2025-05)

• Assisted clients with stock trading queries and account coordination.

Specialist - Sterling

(2013-07 - 2014-11)

• Conducted background verification including employment and education checks.

Executive - Capita India Pvt Ltd

(2011-01 - 2012-06)

• Claims processing, data entry, and customer support.

Executive - Wana Talk Solutions

(2014-11 - 2016-12)

• Provided chat support and sales assistance to customers.

Bachelor of Commerce - Commerce - Mumbai University (2004 - 2007)

Postgraduate Diploma - Business Administration - Symbiosis (2008 - 2010)