HETALBEN ISHANKUMAR SHAH
Software Engineer
Modury
Summary
Proven Customer Service Representative at TSA Group, adept in CRM software and active listening, significantly enhanced customer loyalty through empathetic resolution of complaints and efficient call management. Excelled in high-stress situations, showcasing problem-solving abilities and technical support skills, ensuring customer satisfaction and repeat business.
Overview
2
2
years of professional experience
Work History
Customer Service Representative
TSA Group
11.2022 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
Education
BACHELOR OF ENGINEERING - COMPUTER ENGINEERING
GTU
MASTER OF INFORMATION TECHNOLOGY AND SYSTEMS -
VICTORIAN INSTITUTE OF TECHNOLOGY
Skills
- Customer Service
- Active Listening
- Product Knowledge
- Call Management
- Problem-solving abilities
- Data Collection
- Information Security
- Technical Support
- CRM software proficiency
- Good knowledge of languages (C, C, Java )
Additional Information
- Engineered and maintained a carpooling web application, enhancing user engagement and optimizing carpooling routes.
- Designed and implemented a resource utilization system to efficiently manage and allocate resources within an organization.
- Collaborated with cross-functional teams to gather and analyze requirements, ensuring the delivery of robust software solutions.
- Employed [technologies/languages, e.g., Java, Python, SQL] to build and maintain dynamic web applications.
- Conducted thorough code reviews and optimized codebases, resulting in improved performance and reduced load times.
- Developed automated test suites to ensure software quality and reliability.
Languages
English
Professional Working
Timeline
Customer Service Representative
TSA Group
11.2022 - Current
BACHELOR OF ENGINEERING - COMPUTER ENGINEERING
GTU
MASTER OF INFORMATION TECHNOLOGY AND SYSTEMS -
VICTORIAN INSTITUTE OF TECHNOLOGY
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