Karamjit Dhillon
Winnipeg,Canada
Summary
Results-driven professional with 7+ years of experience in quality assurance, administration, customer service, sales, and technical support roles. Excels in fast-paced environments, consistently meeting high productivity and quality standards. Effective communicator who prioritizes active listening, thoughtful responses, and objective approaches. Expert conflict mediator skilled at finding win-win solutions for customers and companies.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Support Training & Quality Assurance Specialist
Just Eat Takeaway - Global
12.2020 - Current
- Quality Monitoring: Ensured high service standards across platforms in Canada, Australia, the UK, Ireland, and New Zealand.
- Improvement Initiatives: Advocated for enhancements in customer service and courier operations, promoting a culture of excellence.
- Performance Feedback: Provided targeted feedback to customer service representatives and onboarding teams to drive development.
- Reporting: Created quality assurance reports with actionable insights for management decision-making.
- Compliance Audits: Conducted audits to ensure adherence to company policies and industry regulations.
- Onboarding Evaluation: Reviewed and improved courier onboarding processes to ensure effective training.
- Training Collaboration: Partnered with training teams to refine programs based on quality findings.
- Calibration Sessions: Participated in regular calibration meetings to align QA processes with operational needs.
Customer Relations/Technical Support Specialist
Canada Life
02.2022 - 09.2022
- Communication Management: Managed inbound and outbound communications, resolving technical issues related to retirement savings, pensions, medical, dental, and drug accounts, including customer registration, self-service, authentication, and reporting, while ensuring compliance with privacy standards.
- Customer Support Excellence: Assisted challenging customers with patience and step-by-step guidance, fostering a sense of value and commitment to the company.
- Technical Issue Resolution: Diagnosed and resolved technical issues across various phone models and operating systems for phones, laptops, or tab/iPad.
Cashier/Sales-Associate
Winners
09.2021 - 02.2022
- Cash Management: Operated the cash register and managed financial transactions while ensuring accurate cash handling.
- Customer Engagement: Communicated effectively with customers, consistently exceeding sales and promotional goals.
- Conflict Resolution: Resolved customer disputes calmly and intelligently, providing guidance and support.
- Merchandising Responsibilities: Led merchandising efforts by presenting quarterly display and window design concepts to the executive team.
- Inventory Management: Processed and organized shipments in the warehouse, attaching price tags and security tools to items as needed.
Menu Content/Typing/Programming Specialist
SkipTheDishes/Just Eat Takeaway
08.2020 - 12.2020
- Menu Management: Created and updated new and existing menus/accounts for restaurants across the network, reviewing supporting documentation for accuracy.
- Onboarding Support: Managed the onboarding process for new restaurant accounts, ensuring all related documents, such as contracts and terms, were monitored through Salesforce.
- Content Review: Interpreted and reviewed menus, emails, and calls for team members and restaurants, maintaining high quality standards for content and information.
Live Customer Care/Support Specialist
SkipTheDishes/Just Eat Takeaway
11.2018 - 08.2020
- Multichannel Support: Managed inbound and outbound calls, conducted live chats with multiple customers simultaneously, and monitored and responded to emails, effectively resolving conflicts between customers, restaurants, and couriers.
- Project Assistance: Supported supervisors with various projects and assisted team members in addressing live order queries, contributing to exceptional customer service.
Cashier/Sales-Associate
Winners
10.2017 - 11.2018
- Cash Register Management: Operated the cash register and handled customer transactions while maintaining a welcoming sales floor.
- Conflict Resolution: Resolved customer disputes calmly and effectively, providing clear guidance and support.
- Merchandising Initiatives: Led merchandising efforts, presenting quarterly in-store display and window design concepts to the executive team.
- Inventory Processing: Organized shipments in the warehouse, attaching price tags and security tools to items as needed.
Education
Business Management and Administration - Workplace, Project Management, Finance And Account
University of Manitoba
Winnipeg, MB09.2018
Short Term Course - Cyber Threat Detection
Punjabi University
India01.2016
Master of Technology - Computer Engineering
Punjabi University
India05.2015
Skills
- Customer Service
- Quality Assurance
- Technical
- Administration
- Retail/Sales
Certification
- Certified Talent Management Practitioner (CTMP), 10/01/23, Canadian HR Academy
- Short Term Course in Cyber Threat Detection, 01/01/16, Punjabi University
- Identity and Access Management (IAM)
- Microsoft Azure, 05/01/24, LinkedIn-Learning
- Learning and Development Roadmap - Building Leaders, 11/01/23, SkipTheDishes
- LaDR - LEAP: Learn, Engage and Perform, 10/01/23, SkipTheDishes
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Punjabi
Native or Bilingual
Affiliations
- Certified Talent Management Practitioner (CTMP)
Software
Salesforce
Microsoft Office
Google Sheets
Playvox
Slack
Timeline
Customer Relations/Technical Support Specialist
Canada Life
02.2022 - 09.2022
Cashier/Sales-Associate
Winners
09.2021 - 02.2022
Senior Support Training & Quality Assurance Specialist
Just Eat Takeaway - Global
12.2020 - Current
Menu Content/Typing/Programming Specialist
SkipTheDishes/Just Eat Takeaway
08.2020 - 12.2020
Live Customer Care/Support Specialist
SkipTheDishes/Just Eat Takeaway
11.2018 - 08.2020
Cashier/Sales-Associate
Winners
10.2017 - 11.2018
Business Management and Administration - Workplace, Project Management, Finance And Account
University of Manitoba
Short Term Course - Cyber Threat Detection
Punjabi University
Master of Technology - Computer Engineering
Punjabi University
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