GURPREET KAUR
Brampton,ON
Summary
Creative Technical Support Representative eager to find novel and productive solutions for customer issues. Adapts to unique complaints and queries with thorough research and expert critical thinking skills. Committed to problem resolution and customer satisfaction.Background in helping businesses promote products and services to drive sales. Analytical and thorough in tackling customer issues.
Overview
8
8
years of professional experience
7
7
years of post-secondary education
Work History
Technical Support Specialist
SMS Logistics Inc.
Caledon, ON
11.2021 - Current
- Communicate with clients to diagnose technical issues within the firm.
- Provide step-by-step instructions to fix technological issues.
- Provide backup solutions whenever necessary.
- Provide training sessions for new hardware or software products.
- Access instruction manuals to help users utilize their software or hardware properly.
- Keep detailed logs of client problems,solutions, and customer satisfaction.
- provide instructions in simple terms.
- Work together with other technical support specialists to find the solutions to more complex issues.
- Escalate more technical product-related issues issues to the Proper Support Department.
Customer Service Agent
Teleperformance Canada
Toronto, ON
11.2021 - 01.2022
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
- Communicated with clients regarding account services, statements, and balances.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Facilitated communications through management of inbound and outbound customer calls.
- Receiving and placing customer service telephone calls.
- Maintaining solid customer relationship by handling questions and concerns with speed and professionalism.
- Resolve customer complaints,managing database records,drafting status reports on customer service issues.
- Data entry and research as required to troubleshoot customer problems.
Cashier
Gino’s Pizza
Mississauga, ON
06.2021 - 11.2021
- Ability to provide superior customer service and exceed customer’s expectations
- Assisted customers with their purchases, including answering questions, making recommendations and locating merchandise
- Assisted customers on phone and checkout with sales, returns and other transactions while delivering amazing customer service
- Receive and process payments by cash, check, credit card, Apple/Google Pay
- Worked as a team with other cashiers, store supervisors and retail management
- Trained several junior cashiers with proper supervision.
IT Support Specialist
SMS Logistics Inc
Caledon, ON
08.2019 - 11.2021
- Consulting with IT managers and other departments as required.
- Provide IT assistance to staff and customers.
- Training end-users on hardware functionality and software programs.
- Resolving logged errors in a timely manner.
- Monitoring hardware,software and system performance metrics.
- Updating computer software as well as upgrading hardware and system.
- Maintain databases and ensuring system security.
- Documenting processes and perform diagnostic tests.
- Keep track of all technological advancements and trends in IT support.
Security Officer
Russell Security Services
Mississauga, ON
09.2018 - 05.2020
- Patrolling the building perimeter and premises
- Noting the entry and exit of employees, visitors, and other individuals
- Directing visitors to reception and logging their entry to the premises
- Monitoring our video surveillance system and reviewing footage if necessary
- Responding to alarms and calls of security concern
- Keeping daily logs of activities and any issues addressed
- Answering phones and responding to other inquiries at the security desk
- Alerting authorities if needed for emergencies or security breaches
- Addressing any infractions of building rules and/or forwarding them to the appropriate level of management
- Inspecting, testing, and maintaining the security systems, as well as calling for maintenance as needed.
Pizza Maker
Location
Mississauga, ON
04.2018 - 09.2019
- Preparing pizza dough, sauces, and various toppings
- Monitoring the temperature of the pizza ovens as well as cooking times
- Preparing high-quality pizzas according to company recipes
- Monitoring inventory and placing orders for more supplies as needed
- Cleaning workstations before pizza preparation
- Ensuring that all utensils and cooking equipment are sterilized before each use
- Plating or packaging pizzas accordingly
- Managing all food order slips and ensuring that customer orders are completed in a timely manner
- Disposing of expired or spoiled ingredients at the end of each shift.
Customer Service Representative
Competent Synergies
Mohali, India
06.2016 - 07.2017
- Answering phones from customers professionally and responding to customer inquiries and complaints
- Researching required information using available resources
- Handling and resolving customer complaints regarding product sales to customer service problems
- Providing customers with the organization’s service and product information
- Processing forms, orders, and applications requested by the customers
- Identifying, escalating priority issues and reporting to management
- Routing inbound calls to the appropriate resources
- Following up complicated customer calls where required
- Obtaining and evaluating all relevant data to handle complaints and inquiries
- Recording details of comments, inquiries, complaints, and actions taken
- Managing administration, communicating and coordinating with internal departments
- Other duties as assigned.
Education
Diploma - Computer Software and Database Development
Lambton College
Toronto, ON 01.2018 - 08.2019
Bachelor of Science - Computer Science Engineering
Punjabi University
Patiala Punjab 07.2012 - 05.2016
High School Diploma -
Yadavindra College of Engineering
Punjab, India 03.2010 - 03.2012
Skills
Excellent customer service skillsExcellent interpersonal, phone and email communication skillsTeam OrientedStaff coordination skillsStrong Microsoft Office SkillsAbility to effectively lead and motivate employeesCapacity for understanding inter-team conflicts and escalating when necessaryAbility to work flexible hours; including mornings, afternoons, evenings, and weekends
Performance Optimization
System Provisioning
Desktop Component Repair
Technical issues analysis
Remote IT Implementation
Customer service expert
Complaint resolution
Ticket support system management
Technical Support
User credential management
Timeline
Customer Service Agent
Teleperformance Canada
11.2021 - 01.2022
Technical Support Specialist
SMS Logistics Inc.
11.2021 - Current
Cashier
Gino’s Pizza
06.2021 - 11.2021
IT Support Specialist
SMS Logistics Inc
08.2019 - 11.2021
Security Officer
Russell Security Services
09.2018 - 05.2020
Pizza Maker
Location
04.2018 - 09.2019
Diploma - Computer Software and Database Development
Lambton College
01.2018 - 08.2019
Customer Service Representative
Competent Synergies
06.2016 - 07.2017
Bachelor of Science - Computer Science Engineering
Punjabi University
07.2012 - 05.2016
High School Diploma -
Yadavindra College of Engineering
03.2010 - 03.2012