Abhishek Arora Capm®️ Email & Phone Number

Toronto, Canada Area

Toronto, Canada Area

✔ Monitor key performance indicators for a team of 15 in-house CSRs; ensure daily service levels are met, calls are answered and returned in a timely manner and exceeding the industry standards✔ Remotely supervise an offshore team of 45 CSRs in Honduras; ensure phone etiquette is maintained ✔ Developed coaching programs for CSRs to strive for one-call customer resolution, to improve customer satisfaction levels and reduce handoffs and customer hold times; Encourage leadership… Show more ✔ Monitor key performance indicators for a team of 15 in-house CSRs; ensure daily service levels are met, calls are answered and returned in a timely manner and exceeding the industry standards✔ Remotely supervise an offshore team of 45 CSRs in Honduras; ensure phone etiquette is maintained ✔ Developed coaching programs for CSRs to strive for one-call customer resolution, to improve customer satisfaction levels and reduce handoffs and customer hold times; Encourage leadership, responsibility and accountability in the workplace and implement disciplinary actions where necessary ✔ Prepare and present detailed annual operating budgets and forecast staffing requirements ❖ Achievements: ♦ Participated in the set-up of the Central American office in Honduras from grassroots stage♦ Assembled a team to handle customer complaints; reduced company losses related to credits and returns over the last 8 years by up to 55%, ranging between $110,000 to $360,000♦ Integral role in the implementation of the online Customer Satisfaction Survey; the original mail-based survey had a 4% response rate, the email blast survey has a 37-45% response rate allowing the company real-time feedback on negative trends and potential problems ♦ Implemented a new “ATP” system (Available to Promise) within the company to ensure customer expectations are met in regards to on-time promises; Consistently achieved 93% or higher grade ♦ Assisted in incorporating “Click to Chat” and “Click to Call” features on the website to increase staffing efficiency and productivity♦ Reduced company losses due to lost shipments by 24% by implementing a system with UPS/FedEx carriers that required a signature with all residential drop-offs; savings of up to $35,000 annually ♦ Implemented a system to document and track all customer service issues to identify negative trends related to service, customer experience and quality issues; system adopted by the European office Show less

Toronto, Canada Area

✔ Oversaw 10 retail locations across the GTA from Oshawa to Brampton; managed point-of-purchase requirements, displays, inventory levels to ensure overall productivity✔ Implemented an anti-theft system across all stores; reduced company losses by about 10-14% annually ✔ Ensured stores achieved set sales targets consistently✔ Hired and trained new employees; specifically at the retail management level

Markham, Ontario

✔ Provided customer service for corporate card services; typically business-to-business corporate clients ✔ Fast-paced environment, answered between 170-190 calls per day ✔ Trained 8-10 new employees per month in the role of Customer Service Specialist✔ Member of the Employee Satisfaction & Action Team (ESAT); identified problems in the workplace affecting productivity, and implemented solutions to maintain a positive working environment ❖ Achievements: ♦ Awarded for… Show more ✔ Provided customer service for corporate card services; typically business-to-business corporate clients ✔ Fast-paced environment, answered between 170-190 calls per day ✔ Trained 8-10 new employees per month in the role of Customer Service Specialist✔ Member of the Employee Satisfaction & Action Team (ESAT); identified problems in the workplace affecting productivity, and implemented solutions to maintain a positive working environment ❖ Achievements: ♦ Awarded for “Best Quality, Productivity and Leadership” on 5 occasions ♦ Involved in the Rewards & Recognition team; presented colleagues with awards such as “Employee of the Month” and “Best Quality, Productivity and Leadership” ♦ Received a merit award for achieving the highest number of sales and the best conversion rate Show less

Diploma In Business Administration, Manufacturing & Distribution

Education record

✔ SQL Programming ✔ Certification in MS Excel - Advanced MS Access - Specialist, 2011 ✔ Certification in MS Excel - Specialist, 2006