Tinies Selva

Customer Support & Sales Specialist with years of experience in call centers, banking, delivering exceptional service achieving daily sales targets.

Proven

Problem-Solver: Expert in handling complex inquiries, billing disputes, and technical issues while upselling solutions satisfaction ratings.

Multilingual Communicator: Bridged English/Tamil gaps as a phone interpreter, with cross-selling experience in banking, telecom, and sales roles. Tech-Savvy: Highly Skilled in CRM systems (Salesforce, SAP, Pega) and call center tools to track sales metrics, analyze data, and close service gaps.

Training & Leadership: Mentored teams on sales techniques, served as SME for escalations, boosted productivity, and improved client retention.

Adaptable Performer: Exceeded SLAs in high-volume settings, balancing sales goals service excellence in top sales performer at financial industries.

Inbound Telephone Interpreter - Can Talk - Canada

(2019-06 - 2026-05)

Facilitate bilingual communication within Canada and internationally by providing interpretation between English- and non-English speakers.

• Effectively conveyed accurate information and consistently maintained confidentiality while interpreting sensitive conversations in real time
• Collaborated with diverse interpreters to ensure accurate and consistent interpretation, strictly adhering to established industry standards
• Exceptional problem-solving by quickly adapting to various dialects, accents, and challenging situations, ensuring smooth communication flow
• Inquiries: legal, medical, finance, 911, education, government, social services, immigration, business, community agencies, Non-Profit, and more

Operations - Data Entry – Advanced - Royal Bank of Canada - Canada

(2023-08 - 2024-06)

• AFF Auto deals: verifications, accuracy, out-of-orders, booking deals, and also request SecureFact (govt doc) at provincial and federal levels
• Achieved sales target and strong Service Level Agreement (SLA), supported complex clients, and performed due diligence to promptly issues
• Delivered excellent service to the clients; consistently focused on what was best for the clients and the organization, also managed RightFax
• Adopted a proactive and agile approach to quickly adapt to changes, ensuring fast and accurate processing of large work volumes consistently
• Processed BVS (business auto deals), requested SecureFact reports, and if documents were missing, promptly addressed out-of-order issues
• Managed auto loans for BVS, personal, marine, RV, Nautilus, and newcomers, including funding, reworking, and resolving out-of-order issues
• Tech: Salesforce, 365, Performance Tracker, Citrix, Turnpike, Rate Sheet, MS Edge/Chrome, Excel, Word, Outlook, Blue Screen, and Varient, Workday, Webex, RBC Connect, SharePoint, Teams, OneDrive, and Zoom

Operations Officer – Credit and CSR - TD Bank - Canada

(2021-10 - 2022-09)

• Analyzed and reviewed customers' mortgage documents carefully, and promptly contacted solicitors and clients for missing information
• Achieved sales target, trained new hires, verified, and while adhering to formal or informal Service Level Agreements (SLAs), inbound/outbound
• Provided a broad range of operational support, performed general to specialized transactions efficiently, and used CRM to store client details
• Contributed to analysis and reported on critical projects or special initiatives that strengthen our operating processes and data entry accuracy
• Executed transactions accurately, on time, in line with established guidelines and procedures, and thoroughly verified all processed documents
• Resolved operational issues by escalating to appropriate teams, maintained service quality, and handled admin tasks including mail sorting
• Advocate for strong SLA, Right-fax, supported incoming transactions, and thoroughly validated information needed for accurate adjustments
• Tech: Customer Relationship Management (CRM) Systems, used MS Power Apps, and MS Excel, Teams, Workday, Salesforce, and Outlook

Retention and Technical Services - Sprint and T-Mobile (US clients) - USA

(2020-10 - 2021-01)

• Subject Matter Expert (SME), front-line inbound retention calls current and previous US clients, escalations, identified issues, & retain clients
• Delt US clients, discrepancies analyzed, investigated why no services in rural USA, and motivated clients to use Sprint, now part of T-Mobile
• Live chat, and resolved clients' disputes, sent RMA kit to clients to send old phone back to us or pay to own it, used Product-led growth (PLG)
• Technical support: activation, sales, upgrade new phones, and features, ownership change, disconnection, transfer, military seasonal, suspension, product lines, and found internet access in US borders and US rural areas, and helped with online accounts quickly and effectively
• Tech: Pega Platform, SAP, MS, SaaS, Track, Avaya phone, AS/400, MS Teams, Excel, CRM platforms, including Salesforce, MS Dynamics 365

Mortgage Agent and CSR - Premium Finance - Canada

(2019-10 - 2020-12)

• Customer facing, regularly educated and advised clients on the home buying process, managed their mortgages, and updated the database
• Achieved sales target. live chat and analyzed the details provided by the borrower: income, credit bureau report, other documents, and data
• Trained new hires, helped clients through the loan process from application to closing, and effectively troubleshooted any transaction issues
• Received and responded to multiple live chat support requests, and used Wix, a website-building platform for marketing, and sorted mail

Customer Service Representative - Bank of Nova Scotia (Scotiabank) - Canada

(2019-01 - 2019-05)

• Inbound call centre, actively achieved the highest sales in the team and fulfilled the everyday sales target, and performed troubleshooting
• Subject matter expert, maintained current, thorough, and detailed knowledge of product features, benefits, pricing policies, and procedures
• Floor support, escalation support, accurately determined financial needs, offered practical solutions to customers, and processed documents
• Consistently achieved sales, received positive feedback for professionalism and exceptional problem resolution skills, and team collaboration
• Trained new hires on customer service protocols and system navigation to ensure consistent team performance and operational efficiency

Schedule Analyst and Customer Specialist - Computershare – Volkswagen - Canada

(2017-04 - 2018-06)

• Received inbound calls for collision repair, scheduled and managed appointments with the dealership, accurately transferred, and solved issues
• Resolved escalated customer issues, sales, addressed inquiries, educated the claimants, resolved complaints, dispatched and trained new hires
• Quality assurance, coaching, and educating them also received lists to reconcile the registration, which were filed by provinces & helped mail
• Floor supported, inventory, delivered, and dealership appointments for the claimants, also maintained and organized the claimants' database
• Trained new hires, helped escalate calls, exercised judgment and integrity in our daily functions, and used ERP, RICEPOINT, & NICE systems
• Subject Matter Expert (SME) for escalations: used PeopleSoft and CRM for data entry, audited registration/batch/box numbers for accuracy

Customer Service Representative - Wealth management - Bank of Montreal (BMO) - Canada

(2016-11 - 2017-03)

• Handled inbound, outbound, and international front-line calls related to the Ontario Securities Commission settlement of a major class action
• Processed bank confirmations, shadowed new hires, explained Frequently Asked Questions (FAQ), and regularly updated the internal database
• Educated the former client about their line of business, billing issues, sales, how the reimbursement is calculated, and the data entry processes
• Based on needs, used Skip tracing, BMO software, Google, and a phone directory to find deceased clients' accurate contact information quickly
• Audited power of attorney, court documents, will, and other documents to make sure all matched and mail was properly sorted and organized
• Collaborated with team members to streamline workflows and improve overall client service efficiency while maintaining high-quality standards

Disability Claims Analyst/ Advanced Clerk/ Telemarketing - RBC Insurance - Canada

(2014-11 - 2016-09)

• Analyzed accounts, thoroughly investigated discrepancies, identified and resolved billing issues, verified benefit payments, and provided support
• Handled claims procedures for clients, sales, guided them in submitting an additional document, then sorted mail and delivered it promptly
• Validated, accurately performed extended pay periods, ensured benefits were received as per the terms/conditions, and performed CSR duties
• Processed Future Income Option form for an insured client, accurately tallied the calculation, using the Ingenium system, and sorted mail
• Quality Assurance, audited files from Halifax outsource Capgemini - iGate, if wrong, sent detailed instructions to correct and inventory
• Received all files back after correction, audited again, if mistakes again, sent back, tracked the system and call centre progress consistently
• Trained new hires one-on-one, in groups, coaching, and educating, supported the technical team with data entry, and database updates
• Outbound calls worked for the insurance advisor: cold calling, marketing, product information, and made an appointment for the adviser to visit

Customer Service Representative / Quality Assurance - Aimia - Canada

(2013-08 - 2015-05)

• Retention, subject matter expert, inbound and outbound, provided technical support