Aparanpreet Kaur
Brampton,ON
Summary
Motivated customer service specialist with over 5 years of customer service experience in a fast-paced, team-based environment. Driven to leave an impact with every interaction with customers. Goes above and beyond in basic administrative tasks and takes on multiple projects at once. Excellent work ethic and strength in boosting company morale.
Overview
5
5
years of professional experience
Work History
Team Lead- Contact Centre
Blue Mountain Resort Ltd.
10.2021 - Current
- Make necessary intraday changes in staffing based on day of the week, sales promotions, and other anticipated events.
- Support and coach agents in handling of guest complaints and other matters that require discretion & problem-solving.
- Completes quality control in all areas of guest contact including phone calls and emails, ensuring that Contact Centre Agents adhere to Guest Experience standards, company policies, and technical accuracy, coaching to deficiencies; monitors Agent productivity.
- Supports the team by handling 100+ inbound phone calls and email contacts during periods of high volume.
- Provides input to the Manager on guest & agent feedback, product offerings, and standard operating procedures.
- Assist in facilitation of training and development of training materials and informational resources.
- Make and process Lodging reservations, sell activity tickets and provide required help with Lodging check-in process.
- Assist Cashroom Managers with Chargeback cases, fraud claims, and online disputes.
- Carry out daily administrative tasks such as data entry, billing and sending out invoices.
Security Control Room Operator
GardaWorld Security
09.2020 - 10.2021
- In charge of security screening of visitors at check-in gates of the premises.
- Checked credentials and identifying paperwork for all incoming employees and visitors.
- Operated handheld metal detector and other surveillance devices to screen individuals entering facility.
- Drafted reports of property damage, theft, accidents, and unusual occurrences to document daily activities and irregularities.
- Patrolled and monitored premises in company vehicle and by foot.
- Gathered information, identified, and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
- Updated shift logs and produced daily reports to document security activities and specific incidents.
- Issued access cards to authorized personnel to monitor access points.
- Responded quickly to emergency situations to assess and deflect issues.
- Monitored CCTV cameras and alarm systems for security breaches.
- Helped Loss Prevention Team in carrying out investigations for suspicious associate activities.
Security Concierge
Pillar Security Services
02.2019 - 02.2020
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Screened incoming employees, personal belongings, and shipments for security concerns.
- Maintained a professional demeanor while managing access control, ensuring only authorized personnel entered the premises.
- Updated shift logs and produced daily reports to document security activities and specific incidents.
- Patrolled internal building spaces and facility grounds to identify and deter threats to assets.
- Monitored CCTV cameras and alarm systems for security breaches.
- Wrote detailed reports of all security breaches and investigations.
- Communicated with security team and building supervisors using two-way radios, mobile phones and other technological devices.
Host/Barista (Internship)
The Local Cafe And Restaurant
08.2019 - 12.2019
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Answered customer questions about hours, seating, and menu information.
- Leveraged POS system to manage sales transactions, process credit cards and print receipts.
- Took and prepared drink orders at the cafe and processed payments.
- Closed the POS system and run sales reports for the day.
Education
Certificate - Information Technology - Cybersecurity
University of Toronto
Toronto, ON01.2024
Diploma - Hotel Operations Management
Centennial College
Scarborough, ON04.2020
Skills
SKILLS:
- Proficient in cash management
- Creative problem solver
- Professional phone etiquette
- Advanced knowledge of various Hospitality systems such as Cenium, Oracle, Inntopia, Salesforce, and Toast POS
- Expertise in Security and alarm systems such as Avigilon, Detexi, and many more
- Good at working with other miscellaneous software such as Incontact, Workforce Management, Workday, and Chatbot
- Advanced knowledge of MS Word, Excel, Google Docs, etc
Timeline
Team Lead- Contact Centre
Blue Mountain Resort Ltd.
10.2021 - Current
Security Control Room Operator
GardaWorld Security
09.2020 - 10.2021
Host/Barista (Internship)
The Local Cafe And Restaurant
08.2019 - 12.2019
Security Concierge
Pillar Security Services
02.2019 - 02.2020
Certificate - Information Technology - Cybersecurity
University of Toronto
Diploma - Hotel Operations Management
Centennial College
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