Ranjit Bhachu Email & Phone Number

Brampton, Ontario, Canada

AUGUST 2018 – PRESENT (2 YEARS, 2 MONTHS)TECHNICAL SUPPORT REPRESENTATIVE – INPUT SUPPORT LEVEL 1CANON CANADA INC. • Provided technical support to customers on Canon Camera products from entry level to advanced users • Liaised with team leads and internal departments to promptly resolve customer cases that had been escalated • Often given the responsibility to close down the call center, by locking up physical equipment, monitoring call que to ensure no calls were waiting, and ensured agents were logged out.• Handled escalations and complaints that were initially lodged with other agents. Once case was resolved, communicated with original agent to complete knowledge transfer resulting in decreased call escalations• Elected to participate in new initiatives to improve call center performance. This included cold calling customers to provide opportunities to upsell products or services. This trial resulted in increased revenue for the company • Provided findings and reported metrics to team leads and internal departments • Delivered presentations to colleagues on improving KPI stats such as ACW (After Call Wrap up) time using Microsoft PowerPoint and Microsoft Excel • Presented and recommended strategies to team members to improve overall customer experience during team meetings. Shared pertinent information to agents via email that could be provided to customers enabling one-call resolution• Utilized my expertise of Canon products from previous roles including printers and cameras, to assist other agents. Provided informal training on products when necessary. • Acquired knowledge of Canon Camera products through in-center and online training, and continued to expand knowledge through each customer interaction • Maintained composure and customer focus while troubleshooting and solving issues • Organized my daily tasks and cases appropriately to manage customers from various time-zones across Canada

Brampton, On

• Provided support to customers via phone, chat, and email regarding Canon printers from entry level to professional users • Integrated my knowledge of Canon products to work with the Marketing and Sales department, as well as the Canon E-Store (online Canon store) at internal events • Provided informal training to internal agents on printer products when requested • Promoted the sale of Canon products when recommending resolution options to customers, by explaining the benefits to the consumer • Provided detailed step-by-step instructions to customers to resolve issues they are having with Canon products including printers and scanners. This involved using various operating systems including Apple iOS and Microsoft Windows.• Used SharePoint to stay informed about system updates and current issues involving Canon products on various devices • Communicated with team leads regarding escalated cases and presented resolutions to customers within 24-48 hours • Worked flexible hours in the call center environment and kept a clean attendance record every year• Used many different programs such as Oracle People Soft to create profiles for customers and obtain email addresses for marketing purposes • Multitasked by using various programs and internal libraries to search for data while conversing with clients • Improved KPI results based on phone stats and call volumes on a monthly basis• Consistently achieved 85% or higher on monthly call monitoring sessions• Mentored new employees on practices to improve call times and provided ways to resolve customer issues

Brampton, Ontario, Canada

• Responded and managed customer calls, inquiries and escalations, while monitoring customer service representatives • Ensured that all City of Brampton By-Law criteria was met for all active drivers and employees• Investigated and responded to escalated customer inquiries and complaints; prioritized escalated cases based on meeting company service standards • Prepared reports and presentations made to school boards, government agencies (such as WSIB, ODSP) and private corporations to acquire new business, with the use of Microsoft PowerPoint, MS Word and MS Excel • Monitored the company’s digital footprint through various forms of media including email, BBKK Taxi App, Facebook and company website• Took an integral role in working with the team to create the BBKK Taxi app to track taxi arrival times and place orders • Liaised with cross-functional departments and management to resolve customer inquiries as needed• Assisted with call monitoring and coaching of new employees to ensure highest standards of performance were met• Managed customer accounts, including WSIB and Ontario Disability Support Program (ODSP) by providing monthly usage reports• Created and presented management with monthly reports including budget reports, call volume statistics and sales volume reports • Documented a record of customer interactions and the details of actions taken towards resolution • Communicated with internal team members to discuss sales targets, revenues, and phone etiquette • Worked closely with the Board of Directors, President, Vice President and Treasurer on setting annual goals and objectives for the company

Bachelor Of Commerce - Bcom, Business And Personal/Financial Services Marketing Operations

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