Gurender Kaur
Calgary,AB
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Control Centre Operator & Supervisor
Gardaworld
07.2023 - Current
- Scheduler-Process Book Offs, SNAs and vacation requests
- Communicate with clients, site management and stakeholder regarding site requirements and coverage needs.
- Arrange site trained agents to cover open shifts and coverage requests
- Assigns shifts to employees in scheduling software, enter duties and relay the same via email
- Educate agents regarding site SOPs, PPE if needed and other special needs
- Schedule agents, approve OTs if needed and investigate unjustified shift absences.
- Outbound-Handle Inbound/outbound calls providing resolutions, handle inquiries and escalations to branch level
- Communicate and liaise with Branch Management, Supervisors, Security Guards across Western Canada to provide after-hours support with operational issues
- Alarms-Receive requests from monitoring companies, clients and security agents regarding ongoing alarms
- Create tickets for service and dispatch to area response teams
- Follow up with responding agent regarding arrival times, reports and additional information
- Send the reports back to client for review as needed.
- Conduct patrols and ensure safety of site.
- Supervisor-Build positive relationships by going above and beyond with customer service, ensuring all questions are addressed appropriately
- Meet daily personal/team qualitative and quantitative targets, and achieve all service, productivity, and quality objectives
- Leverage data and insights gathered in the control center to recommend and influence process improvement opportunities
- Assist operators throughout shift and resolve issues
- Prepare reports at the end of shift, compare stats and send to management for review.
- Improve operations through continuous coaching, training and IT collaboration
Contact Centre Agent
CANADA REVENUE AGENCY
01.2023 - 07.2023
- Gather information from taxpayers and research possible responses or solutions in order to accurately respond to their enquiries
- Provide explanations and/or clarifications to taxpayers over the telephone in response to enquiries concerning the filing and processing of Individual tax returns
- Explain various social programs administered by the CRA and make appropriate referrals
- Perform various calculations on taxpayer’s accounts and inform the taxpayer of the findings
- Provide information about various Benefits, credits, eligibility and assist with application or calculation through federal or provincial schedules as needed
- Educate & guide in using CRA online services, registration and navigate through various systems such filing tax returns or reassessments, making payments or requesting relief
- Contact taxpayer or their representatives or with officials of other agencies.
Import Operations Management
PRO-FORMANCE INTERMODAL INC
01.2021 - 04.2022
- Handle major customer accounts in terms of orders and revenue across all North America
- Supervise and assure timely service to VIP clients and understand their requirements and arrange accordingly
- Build and maintain good relationships with major ocean carriers to assure continuous flow of new job orders
- Develop new techniques with use of software to plan weeks in advance so that company's operational capacity is not compromised
- Work in collaboration with customers, team members and management so that our operational tendencies meet customer expectations above and beyond without straining our daily activities
- Ensure a proper flow of information among departments to meet company's objectives and strategic goals as we serve as the face of company and first line of contact
- Track and trace customer's orders/ bookings/ containers on daily basis to update ETAs on Rail and reserve appointments
- Follow up with team members on current appointments and advise customers about expected delays with shipments
- Supervise and assist customer service team & dispatch team as needed
- Maintain a very high level of efficiency with strict adherence to company's policies and meet deadlines within assigned time.
Customer Account Assistant
BISON TRANSPORT
09.2022 - 01.2023
- Managed important client accounts assigned: Saputo Canada, Owens Corning and Rockwool Inc
- Entered designated orders for the assigned region, confirming all details are updated and the orders are complete for dispatch with all necessary information
- Updated customers on status of shipments as requested and producing and distributing regular reports of status for selected accounts
- Ensured Shipping and delivery appointments are secured and updated in the system with a prescribed lead time
- Build relationships with shippers and consignees in order to manage appointment scheduling that meets the needs of the customer, as well as company’s operation
- Handle customer inquiries off the general queue in a pleasant and efficient manner.
CUSTOMER SERVICE & OPERATIONS SUPPORT SPECIALIST
EUROASIA TRANSLOAD INC
07.2017 - 01.2021
- Highly increase company's relationship with major ports, shipping lines and all businesses using our services
- Manage & maintain our VIP customer accounts by meeting strict timelines, resolving queries by identifying & fulfilling their expectations
- Acquire new customers
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
- Entered customer interaction details in CRM to track requests, document problems and record solutions offered
- Answered higher number of calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
Open Studies - Chemistry
University of Calgary
Calgary, AB12.2023
Baccalaureate Diploma in North American Business Management Applied -
CAPILANO UNIVERSITY
Vancouver, BC01.2017
Master of Science in CHEMISTRY -
HIMACHAL PRADESH UNIVERSITY
Shimla, Himachal Pradesh01.2015
Bachelor of Science -
HIMACHAL PRADESH UNIVERSITY
Shimla, Himachal Pradesh01.2013
Skills
- Account Management (5 years)
- Customer Service (6 years)
- Staff education and training (5 years)
- MS Office/Excel proficiency (7 years)
- Complaint resolution (5 years)
- People Management (5 years)
- Professional telephone demeanor (5 years)
- Multi-line phone talent (5 years)
- Data entry (5 years)
- Report preparation (7 years)
- Computer proficient (7 years)
- Team leading capabilities (6 years)
- Databases (5 years)
- Salesforce (6 years)
- Logistics (5 years)
- Freight Experience (5 years)
- Supply chain (5 years)
- Recordkeeping strengths (5 years)
- Training development aptitude (5 years)
- Client Relationship building (6 years)
Languages
English
Full Professional
Certification
- Enterprise Risk and Resilience Management Training
- Workplace Health, Safety and Environmental Awareness
- Hazard Assessment
- Management Essentials Training - Situational Awareness
- Soft Skills Training – Communication
- Soft Skills Training - Conflict Resolution
- Workplace Hazardous Materials Information System WHMIS
- Workplace Health & Safety training – Supervisors
- Respectful & Safe Environment Training
- Information Security Training
- Customs-Trade Partnership Against Terrorism Program (C-TPAT)
- Alberta Provincial Security Guard Training
Timeline
Control Centre Operator & Supervisor
Gardaworld
07.2023 - Current
Contact Centre Agent
CANADA REVENUE AGENCY
01.2023 - 07.2023
Customer Account Assistant
BISON TRANSPORT
09.2022 - 01.2023
Import Operations Management
PRO-FORMANCE INTERMODAL INC
01.2021 - 04.2022
CUSTOMER SERVICE & OPERATIONS SUPPORT SPECIALIST
EUROASIA TRANSLOAD INC
07.2017 - 01.2021
Open Studies - Chemistry
University of Calgary
Baccalaureate Diploma in North American Business Management Applied -
CAPILANO UNIVERSITY
Master of Science in CHEMISTRY -
HIMACHAL PRADESH UNIVERSITY
Bachelor of Science -
HIMACHAL PRADESH UNIVERSITY
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