AVNEET KOUR
Hamilton,ON
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers. Successful with 3 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Care Representative
Cashify
03.2022 - 11.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
- Maintained and managed customer files and databases.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Contributed to team success, consistently achieving call center performance metrics.
Customer Service Executive
AMAZON
02.2021 - 02.2022
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Described product and service details to customers to provide information on benefits and advantages.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
Customer Service Executive
TATA MOTORS
11.2019 - 12.2020
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Monitored key performance indicators to ensure continuous improvement in service quality.
- Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization.
- Described product and service details to customers to provide information on benefits and advantages.
- Streamlined communication channels for improved efficiency in handling customer concerns.
- Coached and mentored junior team members, contributing to their professional growth and development.
- Organized training sessions focused on enhancing team members'' product knowledge and problem-solving abilities.
- Evaluated interactions between associates and customers to assess personnel performance.
Education
CARMEL CONVENT SCHOOL JAMMU
JAMMU AND KASHMIRHigh School Diploma -
SHIKSHA NIKETAN SENIOR SECONDARY SCHOOL
JAMMU AND KASHMIRBBA - Business Administration
SUNRISE UNIVERSITY RAJASTHAN,ALWAR
RAJASTHAN ALWAR07.2019
Skills
- Customer Service
- Inbound Customer Service
- Data Entry
- Call center experience
- Complaint Handling
- Problem Resolution
- Payment Processing
- Customer Relations
- First Call resolution
- Order Processing
- Customer Relationship Management
- Appointment Scheduling
- Documentation And Reporting
- Billing coordination
- Custom order management
- Project Management
- Computer Skills
- Calm Under Pressure
- Teamwork and Collaboration
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Work Prioritization
- Relationship Building
- Call Center Operations
- Product and service knowledge
- Issue and Complaint Resolution
- Complaint resolution
- Inbound Call Management
- Billing Adjustments and Refunds
- Data Management
- Order and Refund Processing
- Account Management
- Document and Records Management
- Customer Relationship Management (CRM)
- Customer Account Management
- Sales closing
- Administrative and Office Support
- Store maintenance
- Direct Sales
- [Language] Fluency
- Order Fulfillment
- Sales expertise
- Complaint Investigation
- Business Development
Languages
English
Full Professional
Hindi
Full Professional
Punjabi
Full Professional
Urdu
Full Professional
Certification
- computer Trained- [1year from NIIT]
Timeline
Customer Care Representative
Cashify
03.2022 - 11.2022
Customer Service Executive
AMAZON
02.2021 - 02.2022
Customer Service Executive
TATA MOTORS
11.2019 - 12.2020
CARMEL CONVENT SCHOOL JAMMU
High School Diploma -
SHIKSHA NIKETAN SENIOR SECONDARY SCHOOL
BBA - Business Administration
SUNRISE UNIVERSITY RAJASTHAN,ALWAR
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