Gagandeep Sekhon
Mississauga
Summary
Seasoned Call Center Representative with background in providing high-quality customer service through effective communication. Strengths include ability to manage complex calls, troubleshoot effectively and maintain composure under pressure. Significant impact in previous roles includes improved customer satisfaction rates and efficient problem resolution. Strong multitasker with exceptional interpersonal skills, ensuring a positive experience for each caller.
Overview
6
6
years of professional experience
Work History
Call Center Representative
Hisense Canada
Mississauga
10.2024 - Current
- Processed orders, forms, applications, and requests accurately and efficiently.
- Developed effective working relationships with team members across multiple departments.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Develop and maintain strong relationships with internal stakeholders to ensure customer insights are integrated into product and service development.
- Ensure adequate staffing and productivity level to meet performance standards.
Travel Consultant
American Express Global Business Travel
02.2024 - 05.2024
- Arranged and book domestic and international business travel, in a variety of complexity, for air, road, rail, and accommodations
- Ensured compliance with company policies regarding safety regulations while planning trips.
- Use positive telephone service techniques and act on special customer requests
- Assisted customers in making changes to existing itineraries or canceling trips.
- Collaborated with coach, mentor, and provided constructive feedback to improve service levels
- Provided excellent customer service in a fast-paced environment.
Technical Support Specialist
Tyco International (Johnson Controls)
Toronto
10.2021 - 12.2023
- Handle inbound customer inquiries and provide timely and accurate information regarding products and services.
- Resolve customer issues efficiently, demonstrating a commitment to customer satisfaction.
- Utilize active listening skills to understand and address customer needs, ensuring a positive interaction.
- Maintain detailed records of customer interactions and transactions in the company database.
- Assisted customers with technical issues, troubleshooting problems related to software and hardware.
- Documented and reported recurring technical issues to improve product functionality.
Call Center Agent
Public Storage
06.2019 - 08.2021
- Handled a high volume of incoming calls, addressing customer inquiries and resolving issues promptly.
- Demonstrated empathy and patience in dealing with frustrated or upset customers.
- Consistently met or exceeded established performance metrics, including call resolution time and customer satisfaction.
- Participated in ongoing training to stay updated on product knowledge and customer service best practices.
Education
Bachelors Of Arts -
University Of Toronto
Skills
- Excellent Customer service skills in a travel environment
- Customer relationship management
- Native GDS expertise - Sabre
- TICO certified
- Resolving customer issues quickly and independently / with supplier
- Technical troubleshooting
- Teamwork and openness to feedback
References
Available upon request
Timeline
Call Center Representative
Hisense Canada
10.2024 - Current
Travel Consultant
American Express Global Business Travel
02.2024 - 05.2024
Technical Support Specialist
Tyco International (Johnson Controls)
10.2021 - 12.2023
Call Center Agent
Public Storage
06.2019 - 08.2021
Bachelors Of Arts -
University Of Toronto