Inderjeet Kaur
Brampton
Summary
Results-driven information technology graduate with over 7 years of experience in managing customer inquiries and delivering consistent support. Utilizes effective communication and problem-solving skills to resolve issues efficiently. Track record of maintaining high satisfaction levels through empathetic and responsive service.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Associate
Old Navy Inc.
11.2022 - 06.2023
- Managed and resolved100+ customer inquiries weekly in a professional manner, ensuring high levels of customer satisfaction
- Excellent organizational & management skills: i.e Calendar management, inbox management, Travel coordination, Time and expense management, and Meeting and event coordination, attending and taking minutes when required
- Well versed in drafting, editing, and distributing communications
- Strong customer service focus and recognition of the value of customer relationships
- Provided inbound and outbound support for30-50 calls per shift using a structured call flow guide
- Maintained and organized customer files, tracking interactions in databases with100% data accuracy
- Performed risk assessments and mitigations, ensuring compliance with company procedures, and understanding of relational database management systems
- Answered all client inquiries on time, and maintained client files while maintaining customer confidentiality
- Assisted in maintaining a fast-paced, customer-focused environment, contributing to daily sales targets and ensuring timely completion of tasks
- Focused and optimistic to achieve optimal solutions
- Manages tasks and assignments independently with less or no supervision and is self-motivated to go the extra mile to expand knowledge in other functional areas
- Consistently met or exceeded performance metrics in a rapidly changing, deadline-driven environment
- Managed business-to-customer and business-to-business relationships, handling20+ accounts
- Also gained skills in peer-to-peer buddy support, teaming, and collaboration
Customer and Help desk support
Scorpius immigration and consultancy
01.2021 - 08.2022
- Communicated technical solutions clearly to non-technical users, reducing escalations by20%
- Worked proactively to update customers by reporting progress regarding outstanding queries
- Served as the first point of contact for200+ clients per month, addressing and resolving technical issues with95% first-call resolution
- Documented and tracked incidents, maintaining an incident response log with100% data accuracy
- Gained expertise in G-Suite tools: Gmail, Docs, Slides, Sheets, Meets, Drive, Forms, Calendar, and Microsoft Office Suite: Outlook, Word, PowerPoint, Excel, Access, Visio, Outlook, Teams, Project supporting productivity for both internal teams and clients
- Handled50+ incidents weekly, troubleshooting client issues and escalating them as necessary to ensure timely resolution
- Served clients with excellent written & verbal communication ability
- Process management and troubleshooting, while using various devices to reproduce customer environments to troubleshoot issues further
Marketing Assistant
Trident Group Ltd.
08.2014 - 11.2018
- Gained significant exposure to exploring new markets for business growth and streamlining sales & marketing operations
- Developed & maintained cordial relationships with customers and ensured quality & service norms to achieve customer satisfaction and business retention
- Efficient organizer, motivator, team player, and decisive leader with the ability to motivate teams to excel and win
- Delivered exceptional client service throughout complex environments and worked with the Solutions Deployment Team in distributed geographies to get the solutions implemented
- Ensured continued customer satisfaction and developed the company’s image as a trustworthy, capable, and reliable technology partner
- Managing a portfolio of clients; delivering exceptional client service throughout complex, mission-critical technology solutions
- End-to-end logistical support of staff and client activities, including on-site participation
- Highlights:
- Achieved targets by doubling revenue targets from1000cr (INR) to2200cr (INR) in a given time frame and in the allotted territory
- Accomplished150% revenue growth,80% gross margin growth, and100% order booking growth by effectively developing sales plans and strategies
- Accomplished a double-digit growth in Greigh Yarn by developing clients in untapped markets such as South
- Managed the entire sales cycle from initial unqualified lead to proposal, tackling competition, evaluation & support issues, commercials, price negotiation, and closure
- Identified prospective clients to generate business & attained increased sales growth worth INR1200 Lakhs thus catalyzing the profitability for the organization
- Realigned the entire pre-sales and post-sales support system to reduce lead time and increase customer satisfaction by100%
Cashier
Axis Bank Ltd.
08.2013 - 08.2014
- Operated cash register collected payments and provided accurate change
- Worked closely with front-end staff to assist customers
- Accepted cash and credit card payments, issued receipts, and provided change
Education
Cybersecurity Specialist Diploma -
06.2024
Post Graduate Diploma - Computer Applications
07.2013
Bachelor of Business Administration - undefined
06.2012
Skills
- Requirements Gathering and Analysis
- Network configuration and troubleshooting
- Change Management Handling
- Threat hunting / Threat discovery/vulnerability management
- Manage device drivers and System restoration, VPN, and Cloud
- Risk / Project Management / Third party risks
- Diagnosing and resolving hardware, software, and networking issues in devices (PCs, Mobile devices, etc)
- Cybersecurity practices: firewalls, security protocols, antivirus, encryption, and secure access controls
- Remote troubleshooting and resolution
- Cloud / Application Security / Crypto / Identity Access Management & OSI model
- User Acceptance Testing (UAT)
- Active Directory Management (user and group policy management)
- Backup and recovery, system updates, and patching
- Web-server backup and recovery operations
- Used virtualization in environments like VMware and Hyper-V
- Software and application compatibility
- Log analysis, cross-platform knowledge
- Files systems (NTFS, FAT32, ext3/ext4, HFS, APFS) management
- Troubleshooting operating systems like Microsoft Windows (81,10,11), macOS, Linux, and mobile OS (Android, iOS) and ITIL
- System performance monitoring and optimization
- Networking & Subnetting/ Security Engineering / Deployment / DevOps, and QuickBooks online
- Strong multitasking
- Fast typing speed
- Empathy and patience
- Salesforce proficiency
- Digital support
- Social media monitoring
- Problem-solving
- Problem-solving skills
- Attention to detail
- Time management
- Problem-solving abilities
- Calm and professional under pressure
- Excellent communication
- Organizational skills
Certification
TestOut Client Pro (2023), TestOut Ethical Hacker Pro (2024), TestOut Linux Pro (2023), TestOut Network Pro (2023), TestOut PC Pro (2023), TestOut Routing and Switching Pro (2024), TestOut Security Pro (2024), TestOut Server Pro2016 (2023), (Identity, Install and Storage, and Networking) and CompTIA A+ Ce (2024).
Languages
English
Full Professional
Timeline
Customer Service Associate - Old Navy Inc.
11.2022 - 06.2023
Customer and Help desk support - Scorpius immigration and consultancy
01.2021 - 08.2022
Marketing Assistant - Trident Group Ltd.
08.2014 - 11.2018
Cashier - Axis Bank Ltd.
08.2013 - 08.2014
S.D. College - Post Graduate Diploma, Computer Applications
S.D. College - Bachelor of Business Administration,
CDI College - Cybersecurity Specialist Diploma,
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