Harsaran Singh
Mississauga,ON
Summary
Effective strengths in leadership and conflict-resolution excel in making customers feel heard. Quickly builds rapport with customers and makes sincere effort to understand and address concerns quickly. Collaborative approach to problem-solving results in increased customer and employee satisfaction.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Customer Service Representative- Team Lead/Supervisor
GTAA Toronto Pearson Airport(YYZ)
Toronto, ON
04.2023 - Current
- Provided guidance and support to Customer Service Representatives on a daily basis.
- Created, implemented and maintained departmental policies and procedures.
- Monitored team performance metrics such as call wait times, average handle time and first call resolution rates.
- Conducted regular one-on-one meetings with staff members to discuss individual performance goals.
- Trained newly hired Customer Service Representatives on company policies, procedures and protocols.
- Maintained accurate records of employee attendance, vacation days and sick leave requests.
- Identified opportunities for process improvements within the department.
- Encouraged open communication between team members about best practices for handling difficult customers.
- Promoted clean, safe, friendly work environment for employees and guests.
- Led department and supported team leads with process and personnel needs.
Customer Service Representative
GTAA Toronto Pearson Airport(YYZ)
01.2023 - 04.2023
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Education
BBA - Business Administration-Executive
Sheridan College Institute of Technology And Advanced Learning
Mississauga, ON04-2024
High School Diploma -
St Joseph's Convent School
Nanital,India07-2022
Skills
- Team Management
- Complaint Handling
- Federal Regulations
- Staff Monitoring
- Skill Development
- Team coaching
- Continuous Improvement
- HR Support
- Payroll Administration
- Employee Retention
- Reception oversight
- Check processing
- Bookkeeping
- Meeting planning
- Quality Assurance
- Database Management
- Office Administration
Certification
- IFIC
- Administrative Assistant
Languages
English
Full Professional
Hindi
Native/ Bilingual
Punjabi
Full Professional
Timeline
Customer Service Representative- Team Lead/Supervisor
GTAA Toronto Pearson Airport(YYZ)
04.2023 - Current
Customer Service Representative
GTAA Toronto Pearson Airport(YYZ)
01.2023 - 04.2023
BBA - Business Administration-Executive
Sheridan College Institute of Technology And Advanced Learning
High School Diploma -
St Joseph's Convent School
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