Kamal Dhillon
Montreal,QC
Summary
Customer-oriented professional with 15 years of experience building relationships, cultivating partnerships and growing profit channels. Strategic-thinking with expertise in expanding network connections, persuasively introducing products, territory development and revealing customer needs to deliver solutions. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
16
16
years of professional experience
Work History
Sales and Service Specialist
IKEA Canada
Montreal, QC
08.2019 - Current
- Evaluated customer desires and budgetary constraints to pick best products or service.
- Taking care of all Logistical support and back office operation relating to Orders.
- Responsible for Refund and Cash Management Operation.
- Issue of Gift Cards and assisting customers with the application.
- Trained in SAMS and isell which is am advance software for sales and service.
- Kept thorough records of customer details and previous sales.
- Followed up with leads and referrals to share pertinent sales information.
- Assisted in the Developed of VETA Knowledge Software.
- Placed special orders or called other stores to find desired items.
- Watched for and recognized security risks and thefts to prevent unauthorized use of Credit cards.
- Submitted orders by referring to price lists and product literature.
- Offered ongoing support to customers after sales by answering additional questions and resolving issues.
- Processed payments for merchandise purchases, returns, and exchanges.
- Increased profits by upselling and cross-selling to existing customers.
- Monitored stock levels throughout the day and notified management when supplies were running low.
- Tracked customer feedback from surveys or social media platforms to identify areas of improvement for the store's services or products offered.
- Resolved customer inquiries and complaints regarding products, services, and payment issues.
- Followed up with customers after their purchase experience to ensure satisfaction.
- Increased revenue by applying in-depth product or service knowledge and persuasive communication skills to complete sales.
- Maintained knowledge of sales and promotions, return policies and security practices.
- Handled irate customers smoothly to achieve performance targets.
- Assisted in training new employees on sales techniques and customer service policies through ICU.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Chat Support Specialist
Fusion BPO Services
Jaipur, Rajasthan
08.2018 - 08.2019
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Generated reports on key metrics such as Chat resolution times, number of customers served.
- Utilized resources such as FAQs, help documents, user manuals and other reference materials when assisting customers.
- Adjusted Orders and refunded money to resolve customers' service or billing complaints.
- Maintained understanding of company computer software, products and services.
- Answered customer inquiries regarding product features, pricing plans and orders.
- Resolved customer complaints in a timely manner while maintaining a positive attitude.
- Reported any potential problems or bugs encountered while providing support.
- Monitored chat queues for incoming requests from customers requiring assistance.
- Conducted follow-up calls and chats with customers after resolving their inquiry.
Assistant Manager of Operations
ICICI Prudential Asset Management Company
Jaipur, Rajasthan
02.2017 - 06.2018
- Met with investors to determine investment goals or discuss investment strategies.
- Ensured compliance with all applicable federal, state, and local regulations relating to mutual fund investments.
- Developed financial plans for clients based on their individual needs and objectives.
- Participated in sales meetings and seminars designed to promote specific mutual funds or services offered by the company.
- Provided advice and guidance to clients regarding mutual fund investments.
- Collaborated closely with team members from multiple departments within the organization.
- Reviewed account documents for accuracy prior to submitting them for processing.
- Responded promptly to customer inquiries regarding mutual fund investing options.
- Negotiated terms with vendors such as agents, brokers and dealers.
- Processed transactions related to buying and selling of mutual funds in a timely manner.
- Checked transactions and reporting for compliance with regulatory standards and investigated discrepancies.
- Maintained up-to-date knowledge of industry regulations, laws, and best practices related to mutual funds.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Process Developer
Genpact India
Jaipur, Rajasthan
05.2015 - 02.2017
- Created and implemented procedures for handling customer inquiries and complaints.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
- Updated customer accounts, addresses and contact information within call management databases.
- Resolved customer complaints quickly and efficiently.
- Analyzed customer feedback data to identify areas of improvement within the department.
- Promoted available products and services to customers during service, account management and order calls.
- Identified opportunities for improvement in customer service processes.
- Adhered to all applicable laws, regulations, industry standards, corporate policies.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Increased customer satisfaction ratings 98 % by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Ensured compliance with company policies and procedures when interacting with customers.
Senior Executive – Customer Service & Operations
Reliance Securities
Jaipur, Rajasthan
08.2007 - 08.2013
- Conducted research and reviewed findings to solve customer issues.
- Researched industry best practices in order to develop innovative approaches towards improving efficiency within the Customer Service Department.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Education
MBA - Finance And Marketing
ICFAI
Jaipur06-2007
Master of Commerce - Economic Studies
University of Rajasthan
Jaipur05-2006
Bachelor of Commerce - Accounting And Finance
University of Rajasthan
Jaipur08-2002
Skills
- CRM Proficiency
- Leads Prospecting
- Regulatory Compliance
- CRM Tracking
- Lead Generation
- Payment Processing
- Inventory Management
- Customer Assistance
- Reliable and Responsible
- Brand Promotion
- Dispute Mediation
- Strong Communication and Interpersonal Skills
- Documentation and Reporting
Educational Credentials
- Masters in Commerce from E.A.F.M Department, University of Rajasthan.
- M.B.A from I.C.F.A.I National College Jaipur.
- Diploma in Development & Investment Banking From University Of Rajasthan.
- Bachelors in Commerce from University Commerce College, University of Rajasthan.
- DELF Certification in French B1 Level and IELTS Score 7
Seeking Assignments
Seeking assignments with a reputed organization preferably in Banking/ Financial Services Sector and to acquire and enhance management and leadership skills through continuous learning, and look out for new challenges that enables me to drive personal growth in a way that leads to my contribution in the growth of my organization, and help me acquire leadership role in corporate.
Personal Information
- Date of Birth: 09/11/81
- Gender: Male
- Marital Status: Single
Languages
- English
- Hindi
- Punjabi
Languages
English
Full Professional
Hindi
Native/ Bilingual
Punjabi
Native/ Bilingual
Timeline
Sales and Service Specialist
IKEA Canada
08.2019 - Current
Chat Support Specialist
Fusion BPO Services
08.2018 - 08.2019
Assistant Manager of Operations
ICICI Prudential Asset Management Company
02.2017 - 06.2018
Process Developer
Genpact India
05.2015 - 02.2017
Senior Executive – Customer Service & Operations
Reliance Securities
08.2007 - 08.2013
MBA - Finance And Marketing
ICFAI
Master of Commerce - Economic Studies
University of Rajasthan
Bachelor of Commerce - Accounting And Finance
University of Rajasthan
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