Sonali Sonali
Scarborough,ON
Summary
Resourceful Customer Care professional with strong business background and proven client service expertise. Excelled as call center team member and earned recognition for service quality and sales volume. Strong customer focus and superb communications skills enabled exceptional results.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Advisor
American Express
08.2022 - Current
- Professionally correspond with card members or potential card members to identify their financial needs and to build long-term relationships
- Open new personal and non-personal accounts and provide access to telephone banking and online banking services
- Complete credit and loan documentation
- Consistently meet or exceed sales/performance goals and operational standards
- Submit credit and loan applications to concerned department with recommendation for approval or rejection
- Promote the Sale of credit and loan Products and services
- Deliver extraordinary customer care and value to card members in a fast paced, highly regulated environment
- Developed strong understanding of financial products and services to effectively serve customers' needs
- Created individualized customer service plans to improve client satisfaction and increase revenue
- Delivered comprehensive financial advice based on individual needs assessment interviews with clients
- Review and update credit and loan products and services.
Save A Card (Lite)
American Express
07.2023 - 03.2024
- Developed and implemented strategies for improving customer loyalty through targeted campaigns
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Improved overall company performance by contributing to strategic planning discussions and offering retention-focused recommendations.
- Collaborated closely with leadership team on initiatives aimed reducing cancellations
- Maintained up-to-date knowledge of company products and services to ensure accurate information was provided to customers
- Identified potential risks or trends in customer interactions that may lead to an increase in attrition rates
- Leveraged strong customers skills when dealing with challenging situations.
Customer Service Representative
CarryTelecom
02.2022 - 07.2022
- Responded to telephone inquiries and complaints following standard operations procedure
- Investigated and researched issues to determine root causes and appropriate resolution methods
- Served Rogers, Bell, Cogeco and Videotron customers
- Generated leads through cold calling, networking, social media outreach
- Provided technical assistance to customers regarding installation, troubleshooting
- Analyzed data trends to identify potential areas of growth for the company
- Maintained accurate records of customer interactions and upsell opportunities
- Evaluated current procedures and suggested changes for improved efficiency and profitability.
Sales Representative
Canadian Tire Corporation, Ltd.
09.2019 - 03.2020
- Advised clients regarding accounts, pricing schedules and financing options
- Generated financial ratios, using computer programs, to evaluate customers' financial status
- Consulted with customers to resolve complaints and verified financial and credit transactions
- Cooperated with the Sales and Marketing team leaders to determine best services
- Generated additional sales opportunities with upselling and cross-selling techniques.
Education
Diploma in Business management - Business Management
Seneca College of Applied Arts & Technology
Toronto, ON08.2021
Skills
- Financial services
- CRM Software
- Active Learning
- Leadership
- Business Development
- Sales & Marketing
- Teamwork and Collaboration
- Problem-solving abilities
- Customer retention
Certification
- Security Guard License
- First Aid & CPR Level C
- WHMIS
- AODA
Additional Information
I have other experiences like Forex trading, Internet marketing, team building, networking etc. I have great communication skills along with marketing skills. I had developed relationships with more than 100 people and determined leaders. I had great leadership skills & adaptable quality with experience in organizing meetings and appointments and fulfill the targets.
Timeline
Save A Card (Lite)
American Express
07.2023 - 03.2024
Customer Advisor
American Express
08.2022 - Current
Customer Service Representative
CarryTelecom
02.2022 - 07.2022
Sales Representative
Canadian Tire Corporation, Ltd.
09.2019 - 03.2020
Diploma in Business management - Business Management
Seneca College of Applied Arts & Technology