Jasmandeep Kaur
Stoney Creek,ON
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
9
9
years of professional experience
Work History
BILLING, SALES AND RETENTION (Contact Center Agent)
DEPENDABLE IT (Cogeco)
01.2022 - Current
- Adapted communication style according to individual customer needs, ensuring comprehension of complex information while maintaining empathy throughout each interaction.
- Utilized detailed product knowledge to provide tailored solutions that met the unique needs of each customer encountered.
- Contributed towards the achievement of team and organizational goals by actively participating in performance-driven initiatives, resulting in increased efficiency for the contact center.
- Achieved positive outcomes for both the customer and company through expert negotiation skills during difficult conversations or disputes resolution processes.
- Enhanced team performance by offering support and sharing knowledge with colleagues in a collaborative environment.
- Managed high-stress situations effectively, remaining calm and professional while addressing escalated customer issues.
CUSTOMER EXPERIENCE ASSOCIATE
TD CANADA TRUST
01.2021 - 12.2021
- Processed daily client transactions, including deposits, withdrawals, money transfers, bank drafts as well as bill and loan payments
- Helped customers access their safe deposit boxes, cash boxes and items in the bank vault as necessary
- Assisted clients with various questions and concerns related to their accounts and bank products
- Provided customers with high level of service, privacy and confidentiality, and friendly, welcoming attitude
- Knowledge and comply with Bank and industry codes of conduct and with securities laws and regulations
- Assisting customers with completion of credit applications, promoting, and selling our credit card.
- Worked diligently toward meeting or exceeding KPIs related to metrics such as average handle time, first call resolution, and overall customer satisfaction scores.
MANAGER
SUBWAY RESTAURANT
01.2016 - 12.2021
- Greeted and encouraged feedback from customers to implement in-store operational changes
- Making Customer's satisfaction priority
- Coordinated ordering, receiving merchandise, pricing, and stocking to maintain appropriate product levels on shelves
- Interviewed, hired, and trained new employees
- Knowledge of proper cash handling procedure and weekly deposits in bank
- Managed scheduling and run bi-weekly Payrolls.
Education
General Diploma - Business
Mohawk College
Skills
- MS Office Suite
- Product and Service Knowledge
- Customer Needs Assessment
- Processing Payments/ Transactions
- Staff Training and Motivation
- Professionalism and Etiquette
- Goal Oriented
- Teamwork and Collaboration
- Time Management
Languages
English
Punjabi
Hindi
Timeline
BILLING, SALES AND RETENTION (Contact Center Agent)
DEPENDABLE IT (Cogeco)
01.2022 - Current
CUSTOMER EXPERIENCE ASSOCIATE
TD CANADA TRUST
01.2021 - 12.2021
MANAGER
SUBWAY RESTAURANT
01.2016 - 12.2021
General Diploma - Business
Mohawk College
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