JUGWINDER KAUR
Old Toronto,ON
Summary
Dynamic Administrative Analyst with a proven track record at Dynamic Study Planet excelling customer service and CRM management. Adept at troubleshooting and enhancing iOS functionality, while effectively handling high call volume. Recognized for exceptional teamwork and efficient data entry, driving operational excellence and customer satisfaction.
Overview
10
10
years of professional experience
Work History
TECHNICAL SUPPORT
Kelly Connect
Mississauga, ON
04.2022 - Current
- Provide first level technical support via calls, Emails to increase chances to help user in safe and easy way.
- Perform steps according to articles in CORE to update and safe all case users.
- Provide support for iPhone , iPad ,Tablets MAC.
- Use PC to diagnose, update, restore user's device.
- Troubleshoot user security system, user passwords and account.
- Support user through Microsoft Office, Microsoft Teams, VPN.
- Use articles to help user and provide certain articles to user to help them
- Provide case details to user so they can open case in future whenever they will get same issue.
- Meet requirement to complete deadlines.
- Escalate call to right department if need it to, or provide senior support to user by escalating calls to Tier2 advisors.
- Take next call every 8 second.
- Resolve issue within 10-15 minutes.
SUPERVISOR
Tim Horton's
Toronto, ON
09.2021 - Current
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Worked with management team to implement proper division of responsibilities.
- Introduced team contests and goals to enhance productivity and improve employee morale.
- Conducted routine inspections of incoming materials to check quality and compliance with established product specifications
- Work with 10-12 different team members.
- Set overall vision and provided team leadership
- Maintained compliance with company policies, objectives and communication goals
- Achieved results by working with staff to meet established targets
Amazon Customer Care
Moga
02.2016 - 05.2019
- Trains, Orientates and monitor new team members in all different customer service positions
- Provides ongoing specific Direction to team members, all while encouraging motivating team members to meet restaurant goals.
- React and speak immediately team members to issues requiring while on shift
- Respond to guest service complaints in friendly manner, resolving problems and turning potentially negative situations into positive ones
- Maintained operating schedules to provide effective coverage for key areas and achieve objectives
- Answered questions and informed customers of current sales and promotions
- Assisted customers with price checks, lifting heavy items and addressing other inquiries
- Provided customer service and issue resolution to increase QA satisfaction levels
- Handle cash.
- Exceeded team goals and collaborated with staff to implement customer service initiatives
- Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges in order to provide speedy and accurate service to each customer
- Work in 30 advisors team and work with team to achieve the goal together.
TECHNICAL SUPPORT REPRESENTATIVE
Arogyam Ayurvedic
Jalandhar, Punjab
01.2015 - 11.2015
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Promoted efficiency among departments with prompt resolution of system issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Researched product and issue resolution tactics to address customer concerns.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Documented support interactions for future reference.
Education
Cyber Infrastructure Specialist -
Lambton College of Applied Arts And Technology
Sarnia, ON04.2021
Bachelor's of Computer Application -
I.K. Gujral Punjab Technical University
India04.2017
Skills
- Customer Support Needs Assessment
- Hardware and Software Repair
- Development Documentation
- Hardware Diagnostics
- Organizational Skills
- Microsoft Windows and Office
- User Support and Troubleshooting
- Help Desk Support
Accomplishments
- Hard-working professional with 5.5+ years of experience and a provenknowledge of customer communications, customer service, and customersatisfaction
- Aiming to leverage my skills to successfully fill the Technical
Timeline
TECHNICAL SUPPORT
Kelly Connect
04.2022 - Current
SUPERVISOR
Tim Horton's
09.2021 - Current
Amazon Customer Care
02.2016 - 05.2019
TECHNICAL SUPPORT REPRESENTATIVE
Arogyam Ayurvedic
01.2015 - 11.2015
Cyber Infrastructure Specialist -
Lambton College of Applied Arts And Technology
Bachelor's of Computer Application -
I.K. Gujral Punjab Technical University
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