PAWANDEEP KAUR
Arthur,Canada
Summary
Driven professional with a proven track record in customer service and support, demonstrated at Enbridge Inc. by enhancing customer satisfaction through expert problem resolution and efficient complaint handling. Over 6 years of experience in customer service seeking an opportunity to work in a stimulating position in a progressive firm. Achieved significant improvements in customer feedback, leveraging both complex problem-solving abilities and a deep understanding of customer needs.
Overview
7
7
years of professional experience
Work History
Customer Service Analyst
Enbridge Inc.
09.2021 - Current
- Perform customer request/problem identification and follow defined procedures to resolution.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
- Achieved consistently high levels of customer satisfaction, quality, and productivity levels in accordance with operational targets.
- Maintain mass market billing accounts including call handling of general customer requests/needs, billing inquiries collections, moves and the investigation of billing exceptions/disputes.
- Operated according to performance standards and expectations to ensure customer service quality, effectiveness, and efficiency.
- Demonstrate flexibility and adaptability in complete all tasks and activities associated with their skill set(s), i.e., inbound/outbound calls, correspondence, and billing adjustments.
- Customer satisfaction, quality, and productivity levels in accordance with operational targets
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction
- As chat agent : Enbridge
- Regarding products, services, and technical issues.
- Provide accurate, timely, and empathetic responses to resolve customer concerns.
- Guide users through troubleshooting steps, order processes, and general queries.
- Maintain detailed and accurate records of customer interactions.
- Collaborate with internal teams (technical support, billing, product) to resolve escalated issues.
- Meet performance metrics including response time, resolution rate, and customer satisfaction.
- Stay updated on product knowledge, process changes, and new tools.
Collections Agent
Affglo Global Company
12.2020 - 11.2021
- Support to provide a visual overview by consolidating spreadsheets over the years
- Preparing, organizing, and storing information in the digital form
- Used Microsoft applications including Excel, Word and PowerPoint to access, update and develop data
- Develop and implement new systems and ensure that their configuration is properly handled
- Processed payments and applied to customer balances.
- Built support with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Increased productivity levels through efficient time management and prioritization of daily tasks.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Counseled debtors on payment options and arranged installment agreements.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Streamlined the collections process for increased efficiency with detailed record-keeping and timely followups.
- Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
Customer Service Representative
Ios Solution Ltd
12.2018 - 08.2020
- Oversee data collection and consolidation for reporting.
- Proactively identify processes for development and improvement
- Continuously improve systems and data handling to remove manual processes
- Support business with good technical and database related knowledge
- Communicate complex issues to business users at various levels
- Support development of new reporting tools and processes by providing feedback to relevant business functions
- Support in training functions by developing and implementing new systems and ensure that their configuration is properly handled
Education
Diploma - Business Management
St Lawrence College
04.2019
Skills
- Customer Service
- Customer Support
- Problem Resolution
- Team Collaboration
- Complex Problem-Solving
- Understanding Customer Needs
- Customer Data Confidentiality
- Policies and Procedures Adherence
- Customer Complaint Resolution
- CRM & Support platforms
- Communication and collaboration
- Soft skills
- Customer experience and support
- Data analysis and reporting
Languages
4,4,4
Timeline
Customer Service Analyst
Enbridge Inc.
09.2021 - Current
Collections Agent
Affglo Global Company
12.2020 - 11.2021
Customer Service Representative
Ios Solution Ltd
12.2018 - 08.2020
Diploma - Business Management
St Lawrence College