1. Hemant Srivastava
267 Clyde Road Apt 12
Cambridge, Ontario N1R 1L3
(519) 267-1733
hemantsrivastava@yahoo.ca
http://nirmant2910.wix.com/hemantresume
Profile:
Being experienced Customer Service Representative, specialized in resolving Accounting
issues, finding solutions and resolving issues for clients and businesses.
Skills:
• Excellent communication skills with external facing customers
• Knowledge of Accpack and Simply Accounting.
• Strong office skills: Word, Access, Excel, Power Point and Outlook
• Working knowledge of Operating Systems: Windows 2000/XP/Vista, Internet
• Excellent communications skills demonstrated through working in varying
development team environments
• Fluent in English and Hindi
Specific Responsibilities include handling:
• Billing issues
o Fixing incorrect plans for Customers, applying necessary credit
o Adjusting the bill after based on customers consent to change the plan
o Providing the option to upgrade to a higher more suitable plan by
explaining the features of the upgrade
• Payment issues
o Letting the customers of collection issue and how to avoid going to OCA.
o Resolving payment issues like providing allowable grace period to
customers
o Resolving issues with online payments
o Handling payment reversals in case of incorrect billing
• Escalations
o Handling escalations from junior agents by explaining the terms and
conditions and company policy to the customer

2. o In customer insists to escalate the issue, to higher management, then
contacting Supervisor to find agreeable solution to resolve the issue.
• Cell Phone issues
o Troubleshooting, activating new phones, refreshing the device or referring
the customer to repair centre if the phone is freezing
• Network issues
o Refreshing network, pinpointing the issue, adjusting the customer bill due
to network issue
Work Experience:
Senior Specialist in Finance and Care (2007 – 2015)
IQOR (IRMC) - Cambridge, ON
Resolving customer issues related to payments and service issues to their satisfaction.
Customer Service Representative (2006 – 2007)
Marusa Marketing Inc. - Cambridge ON
Worked in call center environment as Customer Care Representative.
Education:
Accounting and Payroll Diploma (2008)
• Everest College - Kitchener ON
• Received CPA certification
• Accounting packages: Tally and Ex-Package, Accounting and Payroll with
ACCPAC and Simply Accounting
• Masters of Commerce Degree
• Kota Open University – Rajasthan, India
• Post-Graduate Diploma in Business Administration & Computer
Information Systems
• IMSPR (Delhi Productivity Council) – Delhi, India
References:
Available upon request