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Jagruti Patel

Customer Support

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Intro
Canada
Studied Business analyst at Fanshawe college
Studied Information systems and software testing at Fanshawe College
Studied Computer at GDEC
Consumer Services
Joined October 29, 2023

Skills

Languages

English
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Fluent
Hindi
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Fluent
Gujarati
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Fluent
About
With five years of extensive experience in customer support, I am a highly skilled and dedicated professional committed to delivering exceptional service. My expertise lies in understanding customer needs, resolving issues efficiently, and ensuring overall satisfaction. I have a deep understanding of the products/services I support, allowing me to provide accurate and detailed information. My communication skills are top-notch, enabling me to handle diverse customer interactions with patience, empathy, and professionalism. I excel in both written and verbal communication, adapting my tone and approach to suit the customer's preferences and the nature of the inquiry. I am adept at active listening, allowing me to grasp customer concerns fully and address them effectively. I am proficient in utilizing various customer support tools and software, enabling me to streamline processes and provide timely assistance. I am well-versed in managing customer databases, documenting interactions, and following up to ensure customer issues are resolved to their satisfaction. Having dealt with a wide range of customer queries and challenges, I have honed my problem-solving skills. I can think on my feet, analyze situations, and provide innovative solutions, ensuring that every customer receives the best possible support. My experience has taught me the importance of remaining calm under pressure and handling difficult situations with tact and diplomacy. I am skilled at managing irate customers, diffusing tense situations, and turning negative experiences into positive ones. Furthermore, I am passionate about customer satisfaction and continuously strive to exceed expectations. I am proactive in identifying areas for improvement and providing valuable feedback to enhance products, services, and overall customer experience. In summary, my five years of customer support experience have equipped me with the expertise, professionalism, and dedication needed to deliver outstanding service. I am confident in my ability to handle diverse customer interactions, resolve issues effectively, and contribute positively to any customer support team.
Experience
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Aspire Lifestyles
Jun 2023 – Oct 2023
AMEX Travel Customer Support
The passion to always put the Card Member’s experience at the forefront of everything you do while maintaining a positive and professional attitude. Excellent geographical and travel knowledge through professional or personal travel experience. Internet savvy and proficient in navigating multiple systems simultaneously. Work in a fast-paced, structured call center environment servicing customers through inbound and outbound virtual channels (phone, chat, and email). Strong ability to communicate and write in a polished, educated, and professional manner.
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Apple
Feb 2021 – Jul 2023
Technical Customer Support
Provided first-class technical support to customers via phone, email, or chat channels. Diagnosed and resolved technical issues related to Android, iOS, Windows and macOS devices. Accurately documented and tracked customer interactions and solutions using our CRM system. Collaborated with cross-functional teams, including product development and engineering, to address complex issues. Stayed up-to-date with product updates and technical knowledge to provide informed assistance. Proactively identified opportunities for process improvements and shared customer feedback with relevant teams. Maintained a high level of professionalism, empathy, and patience in all customer interactions.
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Bill Gosling Outsourcing
Jan 2021 – Sep 2021
Customer Service Representative
Provided technical support to customers through phone and email channels, addressing inquiries related to software installation, configuration, and troubleshooting. Diagnosed and resolved complex technical issues, achieving an average case resolution time 15% faster than departmental benchmarks. Maintained a customer satisfaction rating of 95% through clear and empathetic communication, ensuring a positive customer experience. Collaborated with the product development team to relay customer feedback, resulting in the implementation of new features and improvements in software functionality. Documented all customer interactions and solutions in the CRM system, contributing to a 20% reduction in recurring issues.
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Masonville Mall
Jan 2019 – Dec 2020
Customer Service Associate Manager | Cashier | sales representative
Delivered exceptional customer service by assisting customers with product selection, inquiries, and purchases, resulting in consistently exceeding monthly sales targets by 15%. Actively engaged with customers to understand their needs, provided product recommendations, and ensured a positive shopping experience, leading to a 95% customer satisfaction rating. Resolved customer complaints and concerns promptly, maintaining a high level of professionalism and resolving 90% of issues to the customer's satisfaction. Actively participated in visual merchandising and store layout changes to enhance the shopping environment and improve product visibility. Trained new sales associates on customer service best practices and sales techniques, contributing to their rapid integration into the sales team.
Education
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Fanshawe college
May 2020 – Dec 2020
Post secondary Diploma, Business analyst
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Fanshawe College
May 2019 – Dec 2019
Post secondary Diploma, Information systems and software testing
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GDEC
May 2014 – May 2018
Bachelors of Computer Engineering, Computer