Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Harvir kaur

Brampton,ON

Summary

Objectives: To start a career in a progressive environment where my skills and knowledge can be further enhanced to contribute the overall success of the organizations.

Overview

5
5
years of professional experience

Work History

Airline Support Specialist

API (Accommodation Plus Int) For Air Canada
09.2023 - Current
  • Learn and apply API procedures for work methodology, reservation systems and proprietary database system technology (ACES).
  • Communicate information about Flights early arrivals and delayed flights with transportation via phone and proper documentation.
  • Effectively communicate with Hotels about reservations booked or missing any kind if documentation and make new reservations as needed.
  • Process all client requests received by API Operations department via phone, email, fax, and API systems.
  • Assess client requirements in priority order. Ensure hotel and transportation requests are completed.
  • Build and maintain successful business relationships with clients by providing prompt, courteous and accurate service solutions.
  • Appropriately escalate critical issue(s) that may require management involvement for resolution.
  • Negotiate with vendors (Hotels, Ground Transportation, others) to best support the client and API.
  • Resolve client disagreements in a professional manner. Present facts to support solutions.
  • Ability to work within a team environment or work independently.
  • Monitored systems in operation and quickly troubleshot errors.

Technical Support Advisor ( Contact Centre )

With APPLE At 24-7 Intouch
06.2021 - 06.2023
  • Provide first-line technical support to customers experiencing difficulties with hardware (smartphones, tablets ,smartwatches, computers, laptops, and electronic accessories), operating system, web application and software installation
  • Provide information to the customer and place appropriate notes in system indicating specific hardware or software diagnosis, for example troubleshooting to identify issues or scheduling repairs
  • Demonstrate ownership of the customer experience and determination to deliver a comprehensive resolution
  • Communicate clearly and effectively, in both written and verbal formats
  • Effectively tailor communication and style to different audiences and read verbal and non-verbal cues
  • Approach problems flexibly and demonstrate ability to adapt and modify approach without compromising outcome
  • Utilize an effective time management strategy, including the ability to multi-task, prioritize, organize, and balance workload
  • Use analytical skills to isolate and resolve complex technical issues through appropriate troubleshooting methodology
  • Communicate electronically, collect, and verify required user information to determine technical issues
  • Consult user guides and manuals; maintain thorough knowledge of program products to deliver a comprehensive resolution
  • Achieve assigned Key Performance Indicators (KPIs) on Quality and Call Handle Time; Ensure proper security procedures are followed on all calls

Customer Relations Associate ( Contact Centre )

Hinduja Global Solutions, (HGS)
10.2018 - 05.2021
  • Conducted Inbound and outbound calls daily to reach potential clients and market products and services..
  • Utilized innovative sales techniques to upsell products and services.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Responded to customer requests for products, services, and company information .
  • Suggesting new products based on customer needs.
  • Represented company professionally in situations, working through challenging phone calls and cultivating positive interactions by remaining calm and positive
  • Updated account information to maintain customer records.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Developed and implemented strategies to increase customer retention and sales.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered constant flow of customer calls with minimal wait times.
  • Multitask across system and applications
  • Ensure That Each Customer Receives Outstanding Service by Providing a Friendly Environment, Which Includes Greeting and Acknowledging Every Customer.

Education

COMPLETED ADVANCED DIPLOMA - Biotechnology Technician

Loyalist College of Applied Arts And Sciences
Belleville, ON
04.2020

Skills

  • Knowledge using different systems and software like Core, slack, superpunch, vision, adobe, telli, oneview , avaya, AVA ( self serve tools ) icm etc
  • Proficiency in using ERP and SPP computer skills
  • Knowledge of contact centre solutions as in iCloud based solutions, amazon connect, genesys cloud, Avaya, pure engage,Nice and cisco
  • Microsoft Windows and Office, Powerpoint, Excel, and outlook
  • Application Installation
  • Customer Service Expertise
  • Product Knowledge Apple IOS ,Windows 10 & Mac Systems
  • Hardware and Software Installation
  • Tracking and Documentation
  • Customer Support Needs Assessment
  • Hardware Upgrades
  • Mathematical Proficiency
  • Excellence data entry and typing skills
  • Resolve Technical Problems
  • Friendly and Patient
  • Ethernet and Firewall Proficient
  • Appointment Scheduling
  • Call Center Operations
  • Organizational Skills
  • Troubleshooting and Assistance
  • Information Updates
  • Product Demonstration
  • MS Office Proficiency
  • Support Ticket System Management
  • Issue and Resolution Tracking
  • Hotel Accommodations
  • Airline Operations
  • Trip Planning
  • Transportation Information
  • Travel Reservations
  • Special Needs Assistance

Accomplishments

  • Achieved result by completin task with accuracy and efficiency.
  • Best Employee in high performance achiever award.
  • Participated in various incentive programs and contests designed to support achievement of production goals.

Timeline

Airline Support Specialist

API (Accommodation Plus Int) For Air Canada
09.2023 - Current

Technical Support Advisor ( Contact Centre )

With APPLE At 24-7 Intouch
06.2021 - 06.2023

Customer Relations Associate ( Contact Centre )

Hinduja Global Solutions, (HGS)
10.2018 - 05.2021

COMPLETED ADVANCED DIPLOMA - Biotechnology Technician

Loyalist College of Applied Arts And Sciences

Similar Profiles

CREATE PROFILE
Harvir kaur