Harnavneet Kaur
Calgary
Summary
Dedicated and organized financial professional with outstanding relationship-building and problem-solving skills. Driven to exceed expectations and operate effectively in fast-paced, high-pressure environments. Self-motivated team player adept at cultivating partnerships and building lasting relationships across all demographics and management levels. Dynamic and reliable with exceptional customer service and communication skills.
Overview
6
6
years of professional experience
Work History
Banking Advisor
Royal Bank of Canada
Calgary
12.2023 - Current
- Resolved client inquiries efficiently through effective communication techniques.
- Utilized targeted and probing questions to gain a comprehensive understanding of client’s financial goal and service requirements.
- Assisted customers in opening new accounts.
- Responded promptly to customer complaints by resolving issues efficiently and effectively.
- Advised customers on advantages and disadvantages of different product decisions in alignment with individual needs.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Met or exceeded performance targets for advice, service quality and customer satisfaction.
- Supported clients in onboarding to mobile and online banking platforms, ensuring secure access through password management and two-factor authentication.
- Demonstrated strong conflict resolving skills by remaining calm under pressure, effectively de-escalating stressed or dissatisfied clients, and restoring confidence through empathetic and solution-focused communication.
Customer Service Representative
Optima Communications International ltd.
Toronto
08.2022 - 07.2023
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming messages, calls and emails, providing frontline customer support or assistance with product and service transactions.
- Set up and activated customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Mentored new employees on procedures and policies to maximize team performance.
Customer Service Representative
Teleperformance
Toronto
03.2022 - 07.2022
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Assisted customers with making payments or establishing payment plans to bring accounts up to date.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with customers to resolve service and billing issues.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Explained benefits, features and recommendations to maximize client retention.
- Answered inbound calls, chats and emails to facilitate customer service.
Assistant Manager
Freshi
Toronto
07.2020 - 10.2021
- Took immediate responsibility for issues and found effective solutions for swift resolution
- Collaborated with server trainees to document and resolve potential customer concerns to drive brand satisfaction and loyalty
- Developed and implemented strategies to to enhance team performance, improve processes and boost results
- Minimize loss and misuse of equipment through proper supervision and staff training
- Built revenue by delivering innovative catering services, leading region in catering sales
- Coordinated employee schedules to provide adequate staff coverage
- Delegated tasks to appropriate staff members and monitored performance
- Supported senior managers with day-to-day operational requirements.
Education
Post Graduate Diploma - Computer Applications
Guru Nanak Dev University
Amritsar, PunjabBachelor of Humanities -
Guru Nanak Dev University
Amritsar, PunjabSkills
- Problem-solving abilities
- Report generation
- Technologically savvy
- Problem-solving abilities
- Schedule mastery
- Inbound and Outbound Calling
- Strong sense of banking ethics
- International finance knowledge
- Excellent communication skills
- International funds transfer process expertise
- Exceptional customer service
- Debit and credit management
- Reliable & trustworthy
- Decision-making
- Organizational skills
- Risk management evaluation background
Timeline
Banking Advisor
Royal Bank of Canada
12.2023 - Current
Customer Service Representative
Optima Communications International ltd.
08.2022 - 07.2023
Customer Service Representative
Teleperformance
03.2022 - 07.2022
Assistant Manager
Freshi
07.2020 - 10.2021
Post Graduate Diploma - Computer Applications
Guru Nanak Dev University
Bachelor of Humanities -
Guru Nanak Dev University