Gurpreet Singh Sohi

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• Responded to customer inquiries via phone, email, and chat, resolving complaints and providing accurate information to ensure customer satisfaction.

• Diagnosed and resolved technical or service-related issues, escalating complex cases to appropriate departments for timely resolution.

• Processed orders, managed account updates, and handled billing inquiries while maintaining data accuracy and confidentiality.

• Consistently met or exceeded key performance indicators (KPIs) such as call handling time, customer satisfaction scores, and first-call resolution rates.

• Documented detailed notes of customer interactions in CRM systems, ensuring accurate records and contributing to process improvement initiatives.

• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
• Managed timely and effective replacement of damaged or missing products.
• Contributed to sales growth by upselling products and services based on individual customer requirements.