Swati Gadura

Dynamic and results-driven professional with extensive experience in leadership development, technical support, and customer service. Adept at managing teams, coaching agents, and improving operational efficiency through effective time management and strategic planning. Demonstrated success in increasing team performance, enhancing customer satisfaction, and resolving complex issues with a focus on handling sensitive escalations and maintaining clear, impactful communication.

Proficient in task prioritization, managing stakeholder relationships, and delivering exceptional customer service. Seeking to leverage my skills and experience in a challenging Customer Engagement Specialist role at TELUS Health, where I can make a positive impact in the healthcare industry by driving platform success and fostering meaningful client relationships.

Team Manager SHS Back Office - TELUS - Calgary, AB

(2025-01)

• Monitor team workflows and agent performance metrics to identify skill gaps and training opportunities, providing targeted coaching and resources to enhance individual and team effectiveness.
• Fostered a culture of engagement and recognition by implementing regular check-ins, celebrating team achievements, and creating open communication channels that ensured team members felt valued and heard.
• Established and maintained quality standards across all back-office operations, conducting regular quality audits and providing constructive feedback to ensure consistent delivery of high-quality work.
• Conduct root cause analysis on recurring issues and operational bottlenecks, developing and executing sustainable solutions to prevent recurrence and improve service quality

Leadership Development Program - TELUS - Calgary, AB

(2022-10 - 2025-01)

• Proactive leadership: Identifying potential issues prior to escalation, responding to these events in a timely manner.
• Adaptability: Supported the team across different business areas by stepping into roles as needed and implementing new strategies to ensure project success.
• Collaborative Team Support: Worked closely with team members to identify areas in need of improvements, tailored support plans accordingly leading to improved team morale and work effectiveness.
• Conducting Challenging Conversations: Experienced in handling difficult conversations, addressing performance issues and providing positive feedback. This focus allows for individual growth within the teams and positive dynamics.
• Collecting and Implementing Feedback: Gathered feedback from team members to enhance processes and increase efficiency, resulting in a 15% increase in team satisfaction scores.

Technical Support Representative - TELUS - Calgary, AB

(2021-09)

• Handle a high volume of inbound calls.
• Provide daily support for users of various alarm systems, including troubleshooting and resolution.
• Communicate effectively with customers to resolve issues and ensure satisfaction.
• Maintain detailed records of daily interactions, reported issues, and resolutions.

Call Centre Representative - Concentrix - Calgary, AB

(2021-08 - 2021-08)

• Managed high volumes of inbound and outbound calls.
• Followed call center scripts for various topics.
• Identified customer needs, clarified information, researched issues, and provided solutions.
• Built sustainable relationships and engaged customers by going the extra mile.

Dental Office Receptionist - Brentwood Village Dental Clinic - Calgary, AB

(2019-04 - 2020-11)

• Verified patient appointment times professionally and courteously.
• Sent reminder emails to patients
• Managed a multi-line phone system and greeted patients.
• Verified patient eligibility and claim status with insurance agencies
• Prepared paperwork, collected payments, and managed billing.
• Submitted insurance claims and processed payments.

Customer Service representative - Park for U - Calgary, AB

(2019-05 - 2019-09)

Certification - Cisco Certified Networking Administrator in Routing and Switching - SAIT (2019 - 2019)

Master in Computer Application - Computer Application - Lovely Professional University (2012 - 2012)

Bachelor in Computer Application - Computer Application - Lovely Professional University (2010 - 2010)