Gaganjot Kaur Attar
Brampton,ON
Summary
Dedicated Customer Service and Sales champion with over 15 years of experience aligning departmental goals to achieve on-time job completion and support overall company objectives. Proven track record in client satisfaction and exceptional commitment to quality, service, and client satisfaction.
Overview
18
18
years of professional experience
Work History
Team Leader - Brokerage
Eternity Logistics Solutions Pvt Ltd.
11.2023 - 05.2024
- Responsible for various day-to-day self and team tasks related to freight brokerage team leader, including customer service, dispatching, account management, and overseeing the smooth transportation of goods.
- Collaborate with carriers and shippers to ensure timely and efficient delivery, and provide exceptional service to our clients.
- Develop and maintain schedules, onboard new hires, and set department goals based on company expectations.
- Evaluate employee performance to ensure that the entire team runs efficiently, while providing guidance to make team members more effective.
- Support overall performance and efficiency by developing and monitoring key performance indicators (KPIs) throughout shipping, receiving, and warehousing cycles.
- Performance reports on a weekly, monthly, or quarterly basis, and report back on employee performance and annual evaluations.
Team Leader
Task Us Pvt. Ltd.
12.2021 - 08.2022
- In charge of managing the team and making sure everyone adheres to their schedules.
- Motivating the team to achieve organizational sales goals.
- Conducting training of team members to maximize their potential.
- Empowering team members with skills to improve their confidence, product knowledge, and communication skills.
- Conducting monthly and quarterly performance reviews.
- Contributing to the growth of the company through a successful team.
Assistant Manager Customer Care
Teleperformance INDIA Pvt. Ltd.
09.2020 - 12.2021
- Directly responsible for the overall performance of team members.
- Coordinate with training and quality assurance to identify systemic quality improvement opportunities.
- Competent in all process and technical skills required at Agent level, thorough understanding of Metrics requirements and targets.
- Ensuring the customer is advised appropriately, regulations and disclaimers are given as per the process guidelines.
- Achieve Call Quality requirements, as outlined via Call Monitoring Guidelines, and achieve Productivity requirements and performance delivery, as outlined via Operation scorecard. Participate in performance improvement task forces as needed, and look at continuously raising the bar for customer satisfaction.
Assistant Manager – International Admissions Dept.
Chandigarh University
09.2019 - 09.2020
- Responsible for onboarding international students in various university curriculums.
- Lead a team of individual contributors and reported to the manager – Lead generations.
- Consistently overachieved sales conversion rate of 125%.
- Made policies for business improvement.
Associate Process Manager
E-Clerx INDIA Services Limited
05.2012 - 09.2019
- Excellent telephone manner to enhance relationship with customers.
- Supervising a team of 15-20 members to achieve day-to-day targets, maintaining quality according to laid-down business processes and standards, in stipulated time.
- Monitor the daily team performance, individual staff metrics, and manage break times.
- Oversee incoming/outgoing calls, emails, and social media for quality customer service.
- Motivate, coach, and develop the technical and customer service skills of our specialists.
- Adhere to any changes made to the flow process as implemented based on the Client's request.
- Ability to utilize personal success with business practice and feedback from the Quality team to constantly improve team performance.
Client Technical Support Associate
Dell International Services Pvt. Ltd.
10.2010 - 04.2012
- Resolve and provide actionable tips to address customers' hardware and software needs from home to work.
- Dealt with consumer product segment, including Desktops, Laptops, and Accessories.
- Analyze technical and customer service-related issues to identify troubleshooting methods needed for quick remediation.
- Document all transactions and support interactions in the system for future reference and addition to the knowledge base.
- Mentor new hires as a coach for Resolution Rate and Customer Experience.
- Providing after point of sales (APOS) support to the customers.
- Transitioning sales.
Sales Representative
Zeppelin Info. Tech
09.2006 - 07.2010
- Making product suggestions according to the wants and needs of customers.
- Sales on AT&T and Sprint networks.
- Implement and manage an hourly structure of sales.
- Run a daily deal-building session with each coworker.
- Meeting or exceeding weekly, monthly, and quarterly sales quotas.
- Preparing and submitting weekly sales or inventory reports to management.
- Mentored new hires as Coach for Sales and Customer Experience.
Education
Bachelor of Arts -
Panjab University, Chandigarh
Skills
- Work Planning and Prioritization
- Cost-reduction methods
- Leadership and supervision
- Staff Management
- Policy and procedure modification
- Technical, Customer Support
- Data Analysis
- Quality Improvement
- Operations monitoring
- KPI management
- MS Tools
- Windows/iOS
- Shift Scheduling
- Team motivation
- Team Check-Ins
- Giving Constructive Feedback
- Planning and scheduling
- Complaint resolution
- Performance Improvement
Languages
- English
- Hindi
- Punjabi
Timeline
Team Leader - Brokerage
Eternity Logistics Solutions Pvt Ltd.
11.2023 - 05.2024
Team Leader
Task Us Pvt. Ltd.
12.2021 - 08.2022
Assistant Manager Customer Care
Teleperformance INDIA Pvt. Ltd.
09.2020 - 12.2021
Assistant Manager – International Admissions Dept.
Chandigarh University
09.2019 - 09.2020
Associate Process Manager
E-Clerx INDIA Services Limited
05.2012 - 09.2019
Client Technical Support Associate
Dell International Services Pvt. Ltd.
10.2010 - 04.2012
Sales Representative
Zeppelin Info. Tech
09.2006 - 07.2010
Bachelor of Arts -
Panjab University, Chandigarh
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