Summary
Overview
Work History
Education
Skills
Certification
Awards
Languages
Accomplishments
Timeline
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Harsimran Singh

Toronto,ON

Summary

Dynamic and results-driven professional with extensive experience at T-Mobile, excelling in customer service and technical support. Proven ability to resolve complex issues, achieving a 95% customer satisfaction rating. Skilled in CRM software and incident reporting, with a passion for enhancing user experiences and fostering team collaboration.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Security Officer

Paragon security
North York, ON
12.2024 - Current
  • Prepared detailed reports regarding daily activities, unusual occurrences, and maintenance issues.
  • Assisted other departments as needed, such as deliveries from vendors or contractors.
  • Participated in training sessions to stay up-to-date on current security trends and best practices.
  • Monitored surveillance cameras and responded to suspicious activity.
  • Responded to alarms and conducted investigations as required.

Customer Service Representative Team Lead

iEnergizer IT Services Pvt Ltd (T-Mobile)
Noida, India
12.2018 - 11.2023
  • Resolved customer inquiries regarding mobile, broadband, and telecom services, including billing issues and plan adjustments.
  • Achieved a 95% customer satisfaction rating in 2021 through effective problem-solving and timely resolutions.
  • Provided technical support for devices and modems to enhance user experience.
  • Demonstrated proficiency in typing at a speed of 50 words per minute to ensure efficient customer service operations.
  • Resolved escalated customer complaints in a timely manner.
  • Monitored team performance metrics such as call wait times, average handle time and first call resolution rates.
  • Analyzed customer feedback surveys to identify areas for improvement within the team.
  • Encouraged open communication between team members about best practices for handling difficult customers.

Chat Support Representative

Zomato
Noida, Uttar Pradesh, India
06.2016 - 11.2018
  • Delivered first-level chat support for food delivery issues, ensuring seamless communication between customers and service providers.
  • Resolved customer concerns regarding food quality by providing efficient chat support and escalating unresolved cases to higher-level teams.
  • Provided applicable discounts and credits to orders, ensuring a positive customer experience.
  • Facilitated communication with delivery staff to optimize delivery processes and manage time efficiently.
  • Assisted customers in navigating website and troubleshooting issues with products or services.
  • Evaluated customer feedback to identify areas of improvement for the company's services.

Education

Bachelor's - Computer Application

Himalayan Garhwal University
Uttarakhand, India
01-2021

Skills

  • CRM software expertise
  • Help desk solutions
  • Mobile technology support
  • Router and modem setup
  • Wi-Fi troubleshooting
  • Office productivity tools
  • Operating system proficiency
  • Incident reporting
  • Customer service
  • Effective communication

Certification

  • Certified Telecommunications Network Specialist (CTNS), 2021
  • Telecom Troubleshooting & Support Certification - XYZ Telecom Academy

Awards

  • Outstanding Customer Service Award - I Energizer, 10/01/21
  • Best Student Award - Himalayan Garhwal University

Languages

  • Punjabi, Native
  • Hindi, Native
  • English, Fluent (speaking, reading, writing)

Accomplishments

  • Customer Service Excellence - iEnergizer Training Program
  • Communication Specialist's Accomplishment at Zomato

Timeline

Security Officer

Paragon security
12.2024 - Current

Customer Service Representative Team Lead

iEnergizer IT Services Pvt Ltd (T-Mobile)
12.2018 - 11.2023

Chat Support Representative

Zomato
06.2016 - 11.2018

Bachelor's - Computer Application

Himalayan Garhwal University

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Harsimran Singh