Gaganpreet Kaur Bajwa
Surrey,BC
Summary
Proven achiever with a strong background in customer support and data entry, evidenced by a track record of resolving complex issues and enhancing customer satisfaction at NTT - Business Process Outsourcing. Skilled in problem-solving and customer service, significantly reduced call handling times, demonstrating a commitment to efficiency and quality interaction.
Overview
5
5
years of professional experience
Work History
Call Center Representative
NTT - Business Process Outsourcing
04.2020 - 09.2021
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Managed approximately 40-50 calls per day. Also on the days of handling emails, handled 60-70 emails per day.
- Worked on Client Relationship Management software salesforce. Opened tickets, resolved issues and closed tickets.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Responded to customer calls and emails to answer questions about products and services.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Editorial Coordinator
NDTV
04.2016 - 01.2018
- Coordinated between content team, app developers and the technology department to ensure smooth functioning of the mobile news application.
- Manually test 2 to 3 new builds every day. There were two applications including NDTV News, NDTV Cricket which were checked on Android and iOS. Checked on different iOS devices and android devices to ensure that they worked well across all platforms.
- Kept an eye on the competitors apps and ensured new features and notifications for the news application.
- Assisted with the onboarding process of new team members, providing training and mentorship to ensure seamless integration into the department.
Education
Masters in Business Economics - Business Economics
Panjab University
Chandigarh2014
Bachelor's in Commerce - Commerce And Business Administration
Panjab University
Chandigarh, India08.2012
Skills
- Problem-solving skills
- Customer Support
- Data Entry
- Customer Service
Languages
English
Full Professional
Punjabi
Native or Bilingual
Hindi
Full Professional
Timeline
Call Center Representative
NTT - Business Process Outsourcing
04.2020 - 09.2021
Editorial Coordinator
NDTV
04.2016 - 01.2018
Masters in Business Economics - Business Economics
Panjab University
Bachelor's in Commerce - Commerce And Business Administration
Panjab University
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