Gagandeep Kaur
Moncton,NB
Summary
Proven leader in customer service management, with a track record of enhancing call center operations and team development at Air Canada. Excelled in payment processing and customer communications, significantly improving satisfaction ratings. Skilled in fostering teamwork and implementing innovative solutions, achieving notable reductions in customer complaints.
Overview
7
7
years of professional experience
Work History
Call Center Agent
Air Canada
Saint John
06.2023 - 09.2024
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
Customer Service Call Center Supervisor
Concentrix
Riverview, NB
10.2021 - 05.2023
- Managed escalations effectively, resolving complex issues quickly while maintaining high levels of professionalism and empathy towards customers.
- Provided ongoing feedback to team members, leading to improved communication skills and conflict resolution abilities.
- Collaborated with other departments to develop cross-functional initiatives that enhanced the overall customer experience.
- Enhanced knowledge sharing among team members through weekly meetings that included collaborative problem-solving exercises.
Customer Service Manager and Cashier
Walmart
Dieppe, NB
08.2019 - 09.2021
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
Night Audit Supervisor
Crowne Plaza
Moncton, NB
12.2021 - 09.2022
- Received and transferred incoming phone calls via switchboard.
- Reduced time spent on manual data entry tasks by implementing automation tools in the night audit process.
- Acted as manager on duty during overnight shift every time per week.
- Trained new night auditors, providing guidance on best practices for exceptional customer service and accurate reporting.
Banking Customer Service Representative
Central Bank of India
Punjab, India
01.2018 - 03.2019
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
Education
Bachelor Of Business Administration - Accounting And Finance
University of New Brunswick
Moncton, NB06.2021
Skills
- Call Center Operations
- Customer communications
- Payment Processing
- Team Development
- Problem-solving skills
- Data Entry
- Typing Speed
- Issue Resolution
- Answering questions
Languages
English
Full Professional
Punjabi
Native or Bilingual
Hindi
Native or Bilingual
Timeline
Call Center Agent
Air Canada
06.2023 - 09.2024
Night Audit Supervisor
Crowne Plaza
12.2021 - 09.2022
Customer Service Call Center Supervisor
Concentrix
10.2021 - 05.2023
Customer Service Manager and Cashier
Walmart
08.2019 - 09.2021
Banking Customer Service Representative
Central Bank of India
01.2018 - 03.2019
Bachelor Of Business Administration - Accounting And Finance
University of New Brunswick