Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Foram Joshi

Surrey,BC

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

20
20
years of professional experience

Work History

Billing Analyst

FortisBC Inc.
02.2021 - 09.2023
  • Utilized designated systems to prepare and process billing information; reviewed incoming periodic reads for out of tolerance exceptions and adjusted reads and bills respectively as necessary
  • Initiate cases to investigate, upon review and analyze reads to identify vacant premises with consumption or consumption at premises post disconnection
  • Completed work related documentation and processes including data entry for tracking, timesheets, reports etc.
  • Initiate customer contact to advise about billing adjustments and credits
  • Conducted monthly pre-billing review and data quality analysis to verify complete accuracy of invoices delivered to customers and providers
  • Partnered with billing analyst department to investigate and remedy any gross margin trend issues
  • Provided primary customer support to internal and external customers.
  • Answered constant flow of about 50 customer calls per day with minimal wait times and on-hold times, maintaining average call handling time of 10 minutes.
  • Maintained customer satisfaction of 90% with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Updated account information to maintain customer records.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Processed customer service orders promptly to increase customer satisfaction.

VP & Event Planner of Associated

Students Government
07.2018 - 06.2020
  • Met with legislators and represented LWTech student body in legislative issues
  • Advocated on behalf of students for Open Educational Resources and Low-Cost
  • Educational Resources and for courses to be marked as OER at time of selection and registration for student convenience
  • Served as student representative on various policy making committees like Tenure,
  • Planned and organized accessible and culturally conscious socio-cultural events for diverse attendees
  • Represented student body on Worked with vendors for event supplies and give- away, managed event budgets

Customer Service Consultant

Fido Mobile Inc
11.2016 - 03.2018
  • Represented Fido as first point of contact for all inbound cell phone services, new devices, and phone plans related customer inquiries,
  • Processed new applications for Fido’s Home Internet connections, internet service plan changes, setting up and initial trouble shooting of modem for new internet connections, identify problems with modem and initiate hardware change requests
  • Processed payments over phone, set up preauthorized payments and set up payment arrangements for overdue accounts for cellphone and home internet accounts
  • Resolved customer complaints about billing, data consumption and faulty device replacements, gathered information to identify issues, determined nature of complaint, logged information on customer accounts, took ownership to resolve conflicts and negotiated mutually beneficial agreements between customers and company on billing issues and escalate to supervisor if needed or refer to relevant department for resolution
  • Achieved NPS10 as representative and NPS 8 overall scores on most customer feedbacks
  • Maintained UpToDate knowledge of telecom industry rules, regulations and changing plans and offerings from other service providers by regularly reviewing learning materials from company knowledge base and open source information base
  • Audited documentation to identify errors and documented findings for review and action

Customer Service Consultant

Gift Registry, Hudson's Bay Co
09.2014 - 11.2016
  • Develop quality relationships with registrant couples by making registration process fun and rewarding while clearly and concisely explaining registry benefits and policies
  • Followed up on special merchandise orders and updated registrants as needed about product availability
  • Exceeded Gift Registry and Home floor sales goals by effectively upselling and cross- selling various Home and Lifestyle products
  • Mentored new associates on how to best serve couple and their guests buying from registry
  • Provided training to ensure couple's unique bar code is captured for all Gift Registry purchases
  • Prioritized tasks and followed up on special orders and maintained records

Independent Sales Representative

Avon Inc
03.2013 - 08.2014
  • Consulted with customers to assess requirements, offer product recommendations, conducted on-site product demonstrations to highlight features, process refunds and resolve any after sales technical issue
  • Worked alongside other independent representatives to boost sales by enhancing product presentations and advertising collateral
  • Designed, developed, and implemented various advertising strategies to market business and generate new sales leads
  • Closed more than qualifying amount of in sales in second quarter, moving up from bronze category to silver category representative
  • Created and deployed successful marketing collateral to highlight offerings and engage customers at appointments, trade shows and networking events

Counselor and CAD Trainer

ECC India CAD Center
09.2009 - 08.2011
  • Worked as training instructor and conducted more than 30 CAD training programs for engineering students and professionals. The training curriculum included AutoCAD, Pro-E and basic CNC programming
  • Demonstrated exemplary capabilities that were recognized through accelerated growth within the organization. Received successive promotions and became the In-charge of the training centre after starting as a trainee engineer
  • Helped the students in identifying their training needs and prepared the appropriate training path
  • Managed the day to day operations and administration of the training centre
  • Enhanced trainee understanding by incorporating real-world examples and relevant industry practices in CAD lessons.
  • Assisted in updating training materials to ensure alignment with current industry standards and technology advancements.
  • Developed customized lesson plans tailored to individual trainee skill levels, ensuring optimal learning outcomes.
  • Facilitated hands-on training sessions, allowing trainees to practice their skills while receiving immediate feedback.

Designer/CAD Drafter

Harsha Engineers Ltd.
02.2008 - 10.2008
  • Enhanced user experience by creating intuitive interfaces and visually appealing designs.
  • Developed innovative design concepts for improved brand recognition and customer engagement.
  • Collaborated with cross-functional teams to ensure cohesive branding across all marketing materials.
  • Streamlined design processes, resulting in increased efficiency and faster project completion times.

CAD Trainer & Student Councelor

IGTR Ahmedabad
10.2003 - 01.2007
  • Enhanced trainee understanding by incorporating real-world examples and relevant industry practices in CAD lessons.
  • Assisted in updating training materials to ensure alignment with current industry standards and technology advancements.
  • Conducted comprehensive CAD software demonstrations, resulting in improved trainee comprehension of design concepts.
  • Developed customized lesson plans tailored to individual trainee skill levels, ensuring optimal learning outcomes.
  • Improved student enrollment rates by conducting informative campus tours and personalized admissions counseling sessions.
  • Streamlined the application process for prospective students, resulting in increased enrollment numbers.
  • Enhanced overall student satisfaction by providing exceptional customer service and guidance throughout the admissions process.
  • Developed and implemented targeted outreach strategies to attract a diverse range of applicants.
  • Managed relationships with high schools, college fairs, and community organizations to promote program offerings and increase awareness.
  • Assisted in the development of marketing materials to effectively communicate program benefits and requirements to prospective students.
  • Reviewed applications and conducted interviews to assess applicant qualifications, ensuring a competitive incoming class each year.

Education

Associate of Applied Science - Design Technology

Lake Washington Institute of Technology
Kirkland, WA

Diploma - in Mechanical Engineering

Nirma Institute of Diploma Studies
Ahmedabad, India

Skills

  • Customer Service skills
  • P>Learning Product Knowledge
  • MS Office skills
  • P>CRM Software & POS Operation
  • Problem Solving Skills
  • P>Administrative support
  • P>Professional telephone demeanor
  • P>Staff education and training
  • P>Verbal And Written Communications
  • P>Positive Attitude

Languages

English
Full Professional
Hindi
Native or Bilingual
Punjabi
Limited Working

Timeline

Billing Analyst

FortisBC Inc.
02.2021 - 09.2023

VP & Event Planner of Associated

Students Government
07.2018 - 06.2020

Customer Service Consultant

Fido Mobile Inc
11.2016 - 03.2018

Customer Service Consultant

Gift Registry, Hudson's Bay Co
09.2014 - 11.2016

Independent Sales Representative

Avon Inc
03.2013 - 08.2014

Counselor and CAD Trainer

ECC India CAD Center
09.2009 - 08.2011

Designer/CAD Drafter

Harsha Engineers Ltd.
02.2008 - 10.2008

CAD Trainer & Student Councelor

IGTR Ahmedabad
10.2003 - 01.2007

Associate of Applied Science - Design Technology

Lake Washington Institute of Technology

Diploma - in Mechanical Engineering

Nirma Institute of Diploma Studies

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Foram Joshi