Pragadish Prem

Customer service professional with 4+ years handling inbound and outbound customer, client and vendor contact by phone, email and chat across global logistics and Canadian manufacturing. Strong in first-contact resolution, complaint handling, de-escalation and accurate CRM and account record-keeping; calm under pressure and consistent in meeting response-time and service-level targets. Fanshawe College (London, ON) graduate with Canadian education and work experience, fluent in English, Tamil and Hindi.

• business correspondence
• Google Workspace
• SAP
• Shopify
• Windows
• written communication

1. Customer Service Representative

   UPSANDBATTERY Corp

   May 2024 to Jul 2026

   Richmond Hill, Ontario

   • Acted as first point of contact for 8+ key accounts and the electronics sales division, handling 30–40 customer, client and vendor enquiries daily by phone and email and owning each case through to resolution. • Resolved order, delivery, stock and billing issues at first contact wherever possible, de-escalating frustrated callers and escalating complex cases with complete case notes, then following up until closed. • Maintained accurate customer, order and product records in Shopify and internal CRM systems, keeping account details and online catalogue data correct and audit ready. • Investigated and resolved 3 recurring service breakdowns, cutting customer response turnaround by approximately 25% and order-processing time by approximately 20%. • Compiled weekly service and supplier reports for senior leadership, flagging recurring customer issues and service trends before they generated repeat complaints.

2. Team Member → Supervisor

   Taco Bell

   May 2023 to Apr 2024

   Wonderland South, London, Ontario

   • Supervised a front-line service team, sustaining a customer satisfaction rating above 90% by resolving complaints on the spot and coaching staff on service standards. • Lifted team productivity 15% and reduced waste 10% through clearer shift routines and cost controls.

3. Administrative Assistant – Operations and Customer Support

   Amazon

   Jun 2020 to Dec 2022

   Chennai, India

   • Responded to daily enquiries from 40+ suppliers and internal logistics and procurement teams by email and phone in a high-volume fulfilment hub, consistently meeting response-time targets. • Maintained audit-ready account and case records and drafted business correspondence for logistics teams of 80+ staff across 2 shifts. • Coordinated procurement across 3 functional teams, contributing to a 15% reduction in supply delays and fewer downstream customer escalations.

1. Fanshawe College

   Graduate Certificate in Business Management, Business Management

   London, ON

   2024

   President’s Honour Roll

2. Dhanalakshmi College of Engineering

   Bachelor of Engineering (B.E.), Engineering

   Chennai, India

   2018

• EnglishFluent
• HindiFluent