Jhansi Bolledla
Toronto,ON
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
4
4
years of professional experience
Work History
Customer Relations Associate
Shoppers Drug Mart
Toronto, ON
10.2022 - 11.2023
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Generated leads from existing clients to increase sales opportunities.
- Provided excellent customer service by responding promptly to inquiries and resolving customer issues.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Assisted with marketing campaigns aimed at increasing brand awareness and loyalty among customers.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Provided assistance in training new staff members on proper customer service techniques.
- Made outbound calls to obtain account information.
- Set up and activated customer accounts.
- Mentored junior team members and managed employee relationships.
- Prepared and sold broad range of customized merchandise to individuals and commercial accounts.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Developed strong customer relationships to encourage repeat business.
- Tracked inventory levels and updated records accordingly.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Developed strong relationships with customers through courteous, professional communication.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Surpassed sales goals through implementation of successful marketing strategies.
- Prepared monthly status reports summarizing progress made towards achieving goals.
- Analyzed customer trends using data collected from surveys, questionnaires.
- Updated databases with new and modified customer data.
- Promoted available products and services to customers during service, account management and order calls.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
Customer Support Specialist
Home Depot
Toronto, ON
06.2021 - 07.2022
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Interviewed clients to obtain vital case information and support associates.
- Responded quickly to customer inquiries, needs and problems.
- Oversaw daily performance of computer systems.
- Investigated customer complaints regarding product quality or service rendered.
- Performed needs analysis and presented options based on findings to help customers make decisions.
- Improved customer service wait times to mitigate complaints.
- Developed strong customer relationships to encourage repeat business.
- Made outbound calls to obtain account information.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Maintained positive working relationship with fellow staff and management.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Applied consultative approach to collect information on customer service, account and technical concerns.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Prepared daily activity reports summarizing activities related to customer support requests.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Assisted in developing training materials related to new products or services being released.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Supervised and directed workers engaged in installation of data communication equipment and software.
- Used proven techniques to de-escalate angry customers during telephone interactions.
Customer Service Cashier
Walmart
Thunder Bay, ON
11.2019 - 03.2021
- Worked closely with front-end staff to assist customers.
- Helped customers find specific products, answered questions, and offered product advice.
- Answered customer questions and provided store information.
- Greeted customers and answered any questions they had about the store's products and services.
- Maintained current knowledge of store promotions to highlight sales to customers.
- Maintained work area and kept cash drawer organized.
- Welcomed customers, offering assistance to help find store items.
- Adhered to social distancing protocols and wore mask or face shield.
- Organized promotional displays or arrange merchandise on counters or tables to promote sales.
- Followed company security procedures for handling large sums of money.
- Accepted cash and credit card payments, issued receipts and provided change.
- Adhered to loss prevention policies such as monitoring suspicious activity in order to prevent shoplifting.
- Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
- Issued receipts, refunds, credits or change due to customers.
- Greeted customers promptly and responded to questions.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Scanned items and checked pricing on cash register for accuracy.
- Counted and balanced cashier drawers.
- Offered customers carry-out service at completion of transaction.
- Answered phone calls to assist customers with questions and orders.
- Used suggestive selling techniques to promote add-on sales.
- Understood and followed oral and written directions.
- Maintained updated knowledge through continuing education and advanced training.
- Worked with cross-functional teams to achieve goals.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Education
Master of Science - Information Technology Project Management
Lakehead University
Thunder Bay, ON06-2019
Skills
- Data Entry
- Consultative Sales
- Complaint Resolution
- Data Collection
- Information Security
- Product Knowledge
- Appointment Scheduling
- Call Management
- Account Updating
- Customer Relationship Management (CRM)
- Technical Support
- Report Creation
- Call Center Operations
- Office Equipment Proficiency
- Business Development Understanding
- Problem-Solving Abilities
- Staff Training
Timeline
Customer Relations Associate
Shoppers Drug Mart
10.2022 - 11.2023
Customer Support Specialist
Home Depot
06.2021 - 07.2022
Customer Service Cashier
Walmart
11.2019 - 03.2021
Master of Science - Information Technology Project Management
Lakehead University