Kamalpreet Kaur Chawla
Oakville,ON
Summary
As a detail-oriented quality control professional, I bring expertise in monitoring and evaluating customer interactions to ensure compliance with banking regulations and company standards, offering valuable feedback and training to enhance service quality. Experienced in identifying trends, collaborating with teams to improve processes, and applying strong analytical abilities to uphold industry best practices.
Overview
21
21
years of professional experience
Work History
French Tutor
Coaching
11.2009 - 03.2024
- Provided feedback on pronunciation, grammar usage and sentence structure for written assignments.
- Assisted students with homework assignments, providing guidance and support as needed.
- Facilitated group discussions about various topics related to the French culture.
- Engaged parents through conferences or meetings about their child's progress in learning French.
Call Quality Analyst
American Express Banking Corp
New Delhi, Delhi
09.2007 - 03.2008
- Listened to live and recorded calls to ensure employees adhere to the company's quality standards, policies, and procedures.
- Assessed the accuracy, tone, professionalism, and overall effectiveness of the calls.
- Documented call evaluations, feedback provided, and any recurring issues.
- Tracked and reported on individual and team performance metrics related to call quality.
- Kept abreast of industry standards, best practices, and regulatory changes that might impact call quality or compliance.
- Reviewed and provided detailed analysis of escalated calls to identify root causes and recommend appropriate actions.
- Ensured that escalations are handled in line with company policies and customer satisfaction goals.
Collection Executive
ICICI Bank
Delhi, Delhi
09.2003 - 06.2006
- Interacted with customers through phone calls, emails, or letters to collect payments.
- Participated in training sessions designed to improve collections process efficiency.
- Reported on status of delinquent accounts to management on a weekly basis.
- Developed relationships with clients in order to facilitate prompt resolution of overdue accounts.
- Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
- Encouraged customers to pay due amounts on credit accounts, claims or overdrawn checks.
Education
Advance Diploma in French -
Kamla Nehru College, Delhi University
01.2013
Diploma of Niveau B1 of Cadre européen commun de référence pour les langues (DELF) -
Centre international d’études pédagogiques
01.2012
Niveau (B2) in French language -
Alliance Française, Lodhi Road New Delhi
01.2011
Post Graduate Diploma in Business Management (Specialization – Human Resource) -
All India Management Association, Lodhi Road
01.2004
Bachelor’s Degree in Commerce (B.Com) -
Delhi University
01.2000
Skills
- Positive and professional
- Adaptable nature
- Collaboration and Teamwork
- Creativity and Innovation
- Problem-solving skills
Timeline
French Tutor
Coaching
11.2009 - 03.2024
Call Quality Analyst
American Express Banking Corp
09.2007 - 03.2008
Collection Executive
ICICI Bank
09.2003 - 06.2006
Advance Diploma in French -
Kamla Nehru College, Delhi University
Diploma of Niveau B1 of Cadre européen commun de référence pour les langues (DELF) -
Centre international d’études pédagogiques
Niveau (B2) in French language -
Alliance Française, Lodhi Road New Delhi
Post Graduate Diploma in Business Management (Specialization – Human Resource) -
All India Management Association, Lodhi Road
Bachelor’s Degree in Commerce (B.Com) -
Delhi University
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