Tanuj Khullar Email & Phone Number

Toronto, Ontario, Canada

Toronto, Ontario, Canada

• Diligently ensured the attainment of specified objectives within the designated Service Level Agreements (SLAs) of either 48 hours, 24 hours, or just 4 hours, contingent on the situation. Simultaneously upheld a monthly quality rating of 98% while maintaining a zero-error record for a given month.• Assisted in enhancing business operations by providing ingenious advice and supporting the successful implementation of improvised plans and strategies aimed at augmenting the overall efficiency of the business.• Handled intricate cases and showcased diverse skill sets and conducted thorough investigations on customer accounts to provide comprehensive, one-stop solutions to customers, addressing issues spanning basic account corrections, enrolment errors, billing disputes, credits, and even cases originating from the Utility Commission Team.• Engaged with various market entities, including Distributors and competing retailers, to ascertain the underlying causes of issues and conduct thorough research to offer accurate information to customers.• Adhered to the regulations established by the Alberta Utility Commission for the regulated and deregulated Canadian (Alberta) electricity and natural gas market.• Applied mathematical skills and utilized Excel proficiency to identify credits and billing discrepancies on customer accounts. Reviewed payment and consumption history to calculate adjustments for invoice processing and issuance of accurate invoices to customers.

Noida, Uttar Pradesh, India

• Assiduously ensured the achievement of targeted goals within the decided SLA of 48 hours whilst concurrently maintaining the overall monthly quality of 95%• Shoulder the responsibility of handling a utility provider client's account who was based in Alberta, Canada; proactively resolved concerns and issues of linked residential customer accounts • Adeptly performed root cause analysis by efficiently utilizing CRM tools and comprehensive knowledge of articles to identify resolve and recommend solutions to obstructive constraints • Efficiently dealt with ambiguity and used discretion and judgement to assist and perform decision-making on critical business tasks/issues like transaction management, billing credit and the utility commission based on available information • Adroitly utilized CRM tool SAP along with various T-codes to execute system and market corrections, identifying, analyzing, and resolving customer issues and concerns related to high bills, payments, bill calculations, enrolments, move-in, move-out, and more.• Proactively led and provided mentorship to a team of 8 team members; assisted in enhancing their specialized knowledge on key subject matters. Participate and aid the drafting process of key documentation and training manuals

Hamilton

• Successfully achieved numerous monthly targets including quality, AHT, ACW and CSAT (scored an average of 90% and above)• Adeptly handled more than 30+ calls (approx.) and meticulously collected relevant data, identified and evaluated options to further suggest best-suited course of action• Stepped up as a diligent mentor and actively assisted team leader in expediting the training/mentoring process of T1 agents• Efficiently liaised with customers to promptly identify and resolve their requirements and also aid their probe for understanding • Accountable for drafting accurate quality reports/documentation accentuating account information as required • Expeditiously troubleshoot technical customer issues using CRM tool - Core which included hardware software networking and specially designated client products

Toronto, Canada Area

• Sales Coordinator for the GTA-East area, consistently exceeding sales targets by more than 10%.• Selling Primus internet to the customers of Costco, Ajax.• Greeting customers, responding to questions, improving engagement with merchandise, and providing outstanding customer service.• Achieving established goals.• Cross-selling products to increase revenues.

Toronto, Canada Area

• Customer Coordinator for the third largest transit system in North America, helping people daily with further streamlining the transit system capabilities.• Maintaining a good working knowledge of all surface and subway routes, schedules, rules, and regulations.• Communicating changes and clarifying Toronto Transit Commission (TTC) policies and procedures to customers.• Demonstrating consistently and professionally, excellent customer service by routinely ensuring a reliable, safe, clean, and engaging customer experience for TTC patrons.• Providing exemplary customer service to customers with accessibility issues while using TTC Stations.• Maintaining a secure and customer-friendly environment by ensuring compliance with all TTC company standards and policies.

Post Graduate Diploma - Construction Management, Construction Management

Bachelor Of Engineering - Be, Civil Engineering