Balraj Kaur
Niagara Falls,ON
Summary
Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking, and research abilities. Background roles with high-volume customer demands.
Overview
4
4
years of professional experience
Work History
Customer Care Service
Garda World
03.2021 - 01.2024
- Received incoming calls from potential new customers interested in services provided by the company.
- Delivered customer support to high call load each shift.
- Coordinated with various company teams to offer and implement successful solutions to customer problems.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Verified customer information accuracy by comparing it against various databases.
- Checked to ensure that appropriate changes were made to resolve customers' problems.
- Provided customers with product and service information, including availability, features and benefits.
- Built sustainable relationships of trust through open and interactive communication with customers.
Customer Service Representative
Airtel
08.2019 - 06.2021
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Provided top quality control and eliminated downtime to maximize revenue.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Answered customer inquiries and provided accurate information regarding products and services.
- Supported sales team members to drive growth and development.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
Bachelor of Technology - Computer Science
Ludhiana College of Engineering And Technology
Ludhiana, Punjab07-2017
Skills
- Database Research
- Data Entry
- Customer Service
- Documentation and Reporting
- Complaint Handling
- Order Processing
- Product Education
- Teamwork and Collaboration
- Service Upselling
- Customer Retention Strategies
- Complaint Resolution
Timeline
Customer Care Service
Garda World
03.2021 - 01.2024
Customer Service Representative
Airtel
08.2019 - 06.2021
Bachelor of Technology - Computer Science
Ludhiana College of Engineering And Technology
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