Handeep Kaur
Mission
Summary
Member Service Specialist bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
13
13
years of professional experience
Work History
Member Service Specialist
Prospera Credit Union
09.2022 - Current
- Established strong relationships with members to foster loyalty and trust, contributing to a high retention rate.
- Enhanced member satisfaction by providing exceptional customer service and addressing inquiries promptly.
- Recommended specific products and services in alignment with individual needs, requirements, and specifications.
- Resolved complex issues with tailored solutions, ensuring positive outcomes for both members and the organization.
- Exceeded performance metrics consistently by delivering outstanding service quality coupled with efficient issue resolution.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Participated actively in continuous improvement initiatives that bolstered member satisfaction and increased overall team performance.
- Provided personalized financial guidance based on individual goals, helping members make well-informed decisions about their finances.
Customer Experience Associate
TD Canada Trust
11.2019 - 08.2022
- Processing day to day transactions.
- Recommended products to customers, thoroughly explaining details.
- Asked customers questions to determine, verify and solve common problems.
- Looked for additional ways to expand products to customers by upselling new products and services.
- Utilized telephone, online chat and email platforms to deliver outstanding customer service.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
Store Manager
Padda Enterprises Ltd. T/A BIG BARREL
10.2016 - 06.2019
- Managed inventory control, cash control and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
- Minimized on-site cash with frequent deposits and high accuracy in predicting operations.
Customer Service Representative
CFG Trading ltd. T/A Brews Liquor store
07.2015 - 10.2016
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Provided information regarding charge accounts and loyalty programs.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
IELTS Trainer
Global IELTS Institute
11.2013 - 04.2015
- Created teaching materials and developed engaging lesson plans for IELTS Modules.
- Proctored IELTS testing to maintain secure testing locations and honest test results.
- Conducted student progress reviews and provided individual feedback for each student on strengths and weaknesses.
- Managed diverse groups of students by teaching language acquisition in dynamic academic lessons and closely monitoring progress.
Parent Teacher
Sacred Heart Senior Secondary School
03.2012 - 10.2013
- Prepared instruction materials, constructed bulletin boards and set up work areas.
- Instructed small groups of students in basic concepts such as alphabet, shapes and color recognition.
- Kept classrooms clean, neat and properly sanitized for student health and classroom efficiency.
- Oversaw students in classroom and common areas to monitor, enforce rules and support lead teacher.
- Delivered personalized educational, behavioral and emotional support to individual students to enable positive learning outcomes.
- Reported on student progress, behavior and social skills to parents.
Education
Post Graduate Diploma of Business Administration - Business Administration
Auckland Institute of Studies
05.2016
Master of Arts - History
Panjab University
05.2008
Bachelor of Arts - English, Political Science, History, Punjabi
Gobindgarh Public College
05.2006
Skills
- Customer service standards
- Customer engagement
- Exceptional communication
- Strong empathy
- Relationship building
- Complaints management
- Service sales
- Up-selling strategies
- Teamwork and collaboration
- Attention to detail
- Calm and professional under pressure
- Reliability
- Adaptability and flexibility
Languages
English
Full Professional
Punjabi
Native or Bilingual
Hindi
Native or Bilingual
Timeline
Member Service Specialist
Prospera Credit Union
09.2022 - Current
Customer Experience Associate
TD Canada Trust
11.2019 - 08.2022
Store Manager
Padda Enterprises Ltd. T/A BIG BARREL
10.2016 - 06.2019
Customer Service Representative
CFG Trading ltd. T/A Brews Liquor store
07.2015 - 10.2016
IELTS Trainer
Global IELTS Institute
11.2013 - 04.2015
Parent Teacher
Sacred Heart Senior Secondary School
03.2012 - 10.2013
Master of Arts - History
Panjab University
Bachelor of Arts - English, Political Science, History, Punjabi
Gobindgarh Public College
Post Graduate Diploma of Business Administration - Business Administration
Auckland Institute of Studies
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