Jaspreet Kaur
Surrey,BC
Summary
Dedicated and detail-oriented Customer Service Adjuster with extensive experience in the auto insurance industry. Proven track record of efficiently managing claims, providing exceptional customer support, and ensuring compliance with company policies and regulatory standards. Skilled in evaluating damages, negotiating settlements, and maintaining strong relationships with clients, agents, and repair facilities. Committed to delivering accurate information and empathetic service to enhance customer satisfaction and drive positive outcomes.
Overview
9
9
years of professional experience
Work History
Customer Service Adjuster
Insurance Corporation of BC
11.2021 - Current
- First point of contact for customers reporting a claim to ICBC while confirming coverages and accessing liability
- adjusting more straight forward claims typically that are low risk
- Improving customer satisfaction by promptly addressing inquiries and resolving issues.
- refer for collection , claims with outstanding debt arising from claims or insurance coverages
- working within established guidelines, procedures, policies and standards and performing all tasks from claim reporting , straightforward breach processing to file closure
- Contributing to departmental success by achieving performance targets consistently.
- Supporting policyholders during difficult situations, offering empathy and understanding while effectively guiding them through the claims process.
- Participating in ongoing training programs to stay current on industry trends, improving overall job performance continuously.
Depot Support Representative
Purolator
10.2021 - 11.2021
- Maintained high levels of customer satisfaction with proactive follow-ups and clear communication.
- Trained new support representatives, ensuring a consistent level of service quality across the team.
- Conducted regular reviews of support tickets to identify patterns and opportunities for optimization.
- Managed escalated customer complaints, working closely with management to achieve satisfactory resolutions.
- Utilized CRM tools proficiently in order to track customer interactions accurately.
Customer Service Agent
Sitel
07.2021 - 09.2021
- Handle inbound and Outbound service calls.
- Drive customer satisfaction through voice, chat, and/or email communications.
- Navigate through multiple systems.
- Ongoing training and skill development.
- Provided customers with product and service information. Reviewed customer histories, reconciling account discrepancies and handling disputes.
- Escalated calls to different and higher departments as needed to satisfy customer needs.
- Updated accounts with customers' current personal and purchasing information.
- Helped resolve product returns, responded to shipping inquiries and answered order status questions.
- Performed administrative support functions such as processing payments and reconciling accounts.
- Kept records of customer interactions and transactions, recording details of inquiries, complaints, comments, and actions taken.
- Completed more than 50 calls per day by following scripts and maintaining good call control.
Customer Care Representative
ICICI Bank , Ahmedgarh, Punjab, India
03.2020 - 03.2021
- Provided superior customer service in a professional and friendly manner.
- Maintained a high level of knowledge about the Bank's products and services, thereby ensuring customers are provided with accurate information.
- Assisted customers with self-service banking(imobile application).
- Adhered to all Bank regulatory guidelines, policies and procedures, and codes of conduct.
- Kept records according to branch requirements and Bank's policies and standards.
- Ensured accounts are opened according to Bank's product and service guidelines.
- Identified opportunities to promote Bank's products and services.
- Shared knowledge with other team members and provided support as needed.
- Demonstrated a positive attitude, adaptability, flexibility, and punctuality.
- Managed over 50 customer calls per day
Customer Service Specialist
AISSPS
09.2015 - 02.2020
- Exceptional client service capability and confidence in engaging clients across phones, videos etc using friendly, positive and professional tone
- Recorded, maintained and compiled statistics about all customer inquiries, and assisted with required information.
- Provided primary customer support to internal and external customers.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Efficiently managed around 100 calls per day during peak season
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
Education
General Insurance Essentials - Property And Casualty Insurance
Insurance Institute of Canada
Vancouver, BC12.2025
Master of Engineering - Software Engineering
Chandigarh University
Punjab, India04.2015
Skills
- Active Learning
- Claims Processing
- Call center experience
- Complaint Handling
- Detail oriented and organised
- strong problem solving and conflict resolution skills
Languages
English
Full Professional
Punjabi
Native or Bilingual
Hindi
Native or Bilingual
Timeline
Customer Service Adjuster
Insurance Corporation of BC
11.2021 - Current
Depot Support Representative
Purolator
10.2021 - 11.2021
Customer Service Agent
Sitel
07.2021 - 09.2021
Customer Care Representative
ICICI Bank , Ahmedgarh, Punjab, India
03.2020 - 03.2021
Customer Service Specialist
AISSPS
09.2015 - 02.2020
General Insurance Essentials - Property And Casualty Insurance
Insurance Institute of Canada
Master of Engineering - Software Engineering
Chandigarh University
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