Pooja Devi
@poojadevi
Customer service and retention professional with 6+ years in call centers, delivering accurate records and tailored solutions.
CanadaWhat I'm looking for
I’m an experienced customer service and retention professional with 6+ years in a dynamic call centre, supporting customers through call, email, and chat. I focus on precision in record-keeping and I’m known for professional, service-oriented delivery that improves loyalty. I bring strong oral and written communication, active listening, and analytical problem-solving to every interaction.
In my roles, I maintained customer accounts, updated billing/payment information, and provided customized offers to support retention goals—retaining more than 55% of customers and training 20+ new hires with on-floor support. I also troubleshoot technical issues such as login and password resets, website/app navigation for iOS and Android, and resolve delivery and ETA complaints through escalation and de-escalation when needed.
Experience
Work history, roles, and key accomplishments
Customer Service & Retention Agent
Blue Ocean Contact Centers
Feb 2024 - Jul 2026 (2 years 5 months)
Maintained customer accounts by creating/updating information and processing billings/payments, documenting interactions and resolutions in Salesforce and omnichannel CRM. Retained customers (over 55%) and provided on-floor support to train more than 20 new hires while resolving delivery/ETA/address issues and troubleshooting login and app support for iOS/Android.
Managed PC Financial customer accounts by opening accounts, activating credit cards, updating information, reviewing billing and statements, and handling credit limit and transaction accuracy. Provided customer support for account portal technical issues (e.g., password resets and clearing cache/cookies) and contributed to sales/retention by offering banking products and related upgrades.
Customer Service Representative
Dollarama
Nov 2019 - Feb 2022 (2 years 3 months)
Answered customer inquiries in-store and by phone, provided product information, and handled retail transactions with accurate cash/debit/credit processing. Processed billing adjustments, returns, refunds, and voids in the POS system while supporting daily stock/restocking and maintaining a professional customer experience.
Education
Degrees, certifications, and relevant coursework
Herzing College
Business Administration, Marketing and Sales
2022 -
Activities and societies: Coursework included Sage50 accounting, business model development, marketing strategies, and presentation work.
Business Administration program with a marketing and sales focus at Herzing College starting Feb 2022.
Panjab University
Master of Political Science, International Relations
2018 -
Master’s studies in Political Science with a focus on international relations at Panjab University starting Apr 2018.
Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
Job categories
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