Sakunthala V
Toronto,ON
Summary
Skilled Customer Service Representative with background knowledge in Technical Support and Networking Operations. Resolves problems quickly, delivering high levels of customer satisfaction. Excellent knowledge of Troubleshooting technical issues and Zendesk ticketing system.
Overview
6
6
years of professional experience
Work History
ServiceNow Dev/Admin
Sun Life Financial
Toronto, Ontario
11.2022 - 04.2024
- Troubleshot technical issues related to ServiceNow implementation.
- Identified, documented, and tracked incident tickets using ServiceNow ticketing system.
- Created reports detailing the status of service requests using ServiceNow platform.
- Tracked IT assets through asset management tools like ServiceNow or SCCM.
- Tracked customer tickets using ticketing systems such as ServiceNow or Remedyforce.
- Documented incidents utilizing ticketing system such as ServiceNow and JIRA Service Desk.
- Provided technical guidance to clients on ServiceNow platform customization, configuration and deployment.
- Tracked progress of open cases using ticketing systems such as ServiceNow or JIRA.
- Coordinated with vendors and third-party providers for integration projects involving ServiceNow applications.
- Documented standard operating procedures and guidelines related to usage and administration of ServiceNow platform.
- Improved the company's efficiency from 89% to 95% in an year within ServiceNow Discovery Module
- Performed integration of ServiceNow with other third party systems such as LDAP, SSO and Active Directory.
- Collaborated with other teams such as DevOps, IT Security and Network Operations to ensure proper functioning of applications running on the ServiceNow platform.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Gained 23 Recognitions throughout the year of employment for best work on Applause system
Front Desk Coordinator
Bawarchi Restaurant
Mississauga, ONTARIO
06.2021 - 04.2022
- Supervised and coordinated activities of restaurant staff to ensure customer service standards are met.
- Ensured compliance with health and safety regulations in the kitchen, storage areas and dining area.
- Monitored food supplies, ordered necessary items to maintain adequate stock levels.
- Resolved customer complaints regarding food quality or service issues promptly and courteously.
- Performed cashiering duties as required during peak periods or in the absence of other staff members.
- Developed menus for special events such as banquets, weddings or private parties based on budget considerations.
- Planned work schedules for restaurant personnel ensuring adequate coverage at all times.
- Prepared weekly payroll records based on hours worked by each employee in accordance with company policy.
- Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
- Coached team members on food safety and sanitation processes, customer service, menu education and up-selling techniques to drive revenue.
- Kept business financial transactions highly accurate by closely monitoring transactions and securely handling cash.
Customer Support Advisor
Teleperformance
Toronto, ON
12.2020 - 06.2021
- Recommended Klarna Bank Products and services to customers, thoroughly explaining details
- Entered customer interaction details in Freshworks (CRM)to track requests, document problems and record solutions offered
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
- Answered customer telephone calls promptly to avoid on-hold wait times
- Assisted 50-70 customers in average 7 minutes per call timeframe by answering questions, responding to inquiries and handling telephone requests
- Addressed escalated customer service issues sent from Account specialist and Technical teams to save customer relationships.
- Developed relationships with customers through friendly greetings and excellent service.
- Provided training and guidance to new team members on best practices for responding to customers.
- Utilized CRM software tools to track all incoming queries from customers.
- Communicated effectively with both internal teams and external customers via phone, email, chat.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Trainer
McDonald's
Thunder Bay, ON
11.2018 - 07.2020
- Mentored new hires, resulting in stronger staff development and increased productivity
- Recognized and tapped talented staff to fill key positions and maximize productivity
- Continuously evaluated business operations to effectively align workflows for optimal area coverage and customer satisfaction
- Mentored junior employees to improve performance, food safety and customer service
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance
- Trained and mentored 10 new personnel hired to fulfill various roles
- Used Archways to design training for Full time employees and increase company retention and productivity rates by 5%.
Customer Service Representative
Amazon
Hyderabad, India
05.2018 - 08.2018
- Offered advice and assistance to customers, paying attention to special needs or wants
- Provided information to customers regarding Amazon's charge card and loyalty program and helped to open and activate new accounts
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response
- Maintained user account data by initiating account access and establishing in database
- Consistently maintained 100% customer service satisfaction ratings through quality control and Problem resolution
- Collaborated with Supervisors and Technical Analysts to correct mistakes, track shipments and handle damage claims.
Education
Associate of Applied Science - Electronics And Networking Engineering
Confederation College Of Applied Arts And Technology
Skills
- Systems : Windows Server 2012
- Programming Languages : C,C,Python,HTML,CSS
- Database : SQL
- Other : Excel,Zendesk Ticketing System,ITIL life Cycle,CRM ,Reading Technical Documents,ServiceNow
- Call handling
- Complaint resolution
- Inbound and Outbound Calling
- Technical Support
- Client Relations
- Payment Processing
- De-Escalation Techniques
Timeline
ServiceNow Dev/Admin
Sun Life Financial
11.2022 - 04.2024
Front Desk Coordinator
Bawarchi Restaurant
06.2021 - 04.2022
Customer Support Advisor
Teleperformance
12.2020 - 06.2021
Trainer
McDonald's
11.2018 - 07.2020
Customer Service Representative
Amazon
05.2018 - 08.2018
Associate of Applied Science - Electronics And Networking Engineering
Confederation College Of Applied Arts And Technology
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