AMANPREET KAUR
Brampton
Summary
Hardworking and knowledgeable Customer Service Analyst well-versed in using scripts and personal expertise to address diverse customer concerns. Self-motivated and independent in sourcing and implementing solutions. Good conflict mediation and multitasking abilities. Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.
Overview
5
5
years of professional experience
Work History
Technical Support Representative
xplore.Inc
07.2023 - 10.2024
- Provided technical assistance to customers through phone, email and chat support
- Troubleshot customer inquiries related to software and hardware issues
- Resolved escalated customer service issues in a timely manner
- Assisted customers with installation of new hardware and software applications
- Provided training and guidance to junior staff members as needed
- Analyzed data from customer surveys to identify trends in customer needs and requests
- Participated in special projects as assigned by management team
- Handled customer service issues by providing guidance or escalating for advanced support
- Assisted customers with various types of technical issues via email, live chat and telephone
- Diagnosed and troubleshot hardware, software and network issues.
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Implemented feedback from customers to improve overall quality of support services provided by the team.
Call Center Customer Service Representative
Kelly Connect
12.2021 - 07.2023
- Resolved customer inquiries, managed high volume of calls, promoted customer satisfaction, and surpassed sales goals
- Maintained accurate records of customer interactions and transactions
- Resolved customer issues in a timely manner
- Provided customers with product and service information
- Answered incoming customer calls regarding product inquiries, orders, and complaints
- Demonstrated excellent listening skills while interacting with customers
- Educated customers on product features and benefits that best suit their needs
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships
- Updated customer accounts, addresses and contact information within call management databases
- Used available resources to provide efficient and accurate solutions for customer service requests
- Maintained strong call control and quickly worked through scripts to address problems
- Trained and supervised new employees to promote overall team productivity and consistent service
- Engaged actively with callers, confirming or clarifying information and diffusing anger
Store Associate
Lululemon
07.2021 - 12.2021
- Stocked inventory, engaged with customers, processed returns, and improved customer service feedback scores
- Organized store displays to ensure maximum visibility of products
- Stocked shelves with merchandise and maintained inventory levels
- Assisted customers with product selection, pricing and availability
- Provided cash register operations and handled customer payments
- Verified accuracy of promotional signs within store environment
- Maintained knowledge of current promotions, policies concerning payment and exchanges
- Adhered to safety regulations when handling hazardous materials
- Assigned duties such as restocking shelves or cleaning work areas to team members
- Coordinated shipments between stores and vendors as needed
- Monitored employee performance to ensure adherence to company standards
- Stocked, replenished, and organized inventory to keep store merchandise fresh
Call Center Representative
BSNL
01.2020 - 05.2021
- Provided professional service, handled escalated concerns, and maintained records of customer interactions
- Attended regular training sessions on updates and changes within the industry or organization
- Stayed current on relevant product and service offerings as well as competitor pricing models
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights
- Developed effective working relationships with team members across multiple departments
- Identified opportunities to improve policies and procedures related to customer service operations
- Analyzed data collected during each call in order to identify trends in customer feedback
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
- Assisted customers with inquiries and transactions to meet productivity goals and achieve profit growth
- Consulted with customers to resolve service and billing issues
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services
- Updated databases with new and modified customer data
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas
- Supported sales team members to drive growth and development
- Strengthened customer retention by offering discount options
Education
Postgrad Diploma - Business Management Human Resource Management
Lambton College
04.2022
Master of Arts - Sociology
Punjab University
06.2019
Bachelor of Arts - Arts Education
Punjab University
06.2017
Skills
- Call Center Operations
- Creative Problem Solving
- Upselling Products and Services
- Customer Service
- Verbal and Written Communication
- Call Documentation
- Calm and Professional Under Pressure
- Customer Data Confidentiality
- Customer Support
- Inbound and Outbound Calling
- Microsoft Office
- Administrative and Office Support
- Patient and Empathetic
- Strong Analytical and Problem Solving Skills
- Computer Skills
- Work Prioritization
- Data Recovery
- User Support
- Technical Support
- Account updating
- Operating systems
- Customer Success Management
- Remote Support
- Account Management
- Appointment Scheduling
- Product Troubleshooting
- Application installations
- Issue Troubleshooting
- Technical Troubleshooting
Timeline
Technical Support Representative
xplore.Inc
07.2023 - 10.2024
Call Center Customer Service Representative
Kelly Connect
12.2021 - 07.2023
Store Associate
Lululemon
07.2021 - 12.2021
Call Center Representative
BSNL
01.2020 - 05.2021
Master of Arts - Sociology
Punjab University
Bachelor of Arts - Arts Education
Punjab University
Postgrad Diploma - Business Management Human Resource Management
Lambton College
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