Kirn Sangha
Calgary,AB
Summary
Results-producing professional with a strong track record in customer experience. I am eager to leverage my exceptional communication and problem-solving abilities in order to drive performance and achieve organizational goals.
Overview
9
9
years of professional experience
Work History
FFH Escalations Management Team
TELUS Communications
04.2016 - 08.2023
- Identified and resolved complex customer issues, ensuring exceptional customer experiences
- Assisted clients with troubleshooting, account management, and issue resolution
- Worked with various stakeholders to resolve customer escalations
- Owned end-to-end customer experiences, resulting in reduced customer complaints and churn
- Provided solutions and services to enhance client experience in both outbound and inbound roles
- Recommend products and solutions based on customer’s individual needs
- Achieving performance metrics in order to meet and exceed business objectives
- Supported up to 14 team members, while managing daily work distribution
- Demonstrated adaptability in various roles within TELUS, gaining comprehensive insights into business operations
- Delivered training and coaching to team members, fostering positive relationships with customers, peers, and partners
- Mentored and motivated team members to achieve performance excellence
- Offered real-time assistance and coaching to support team success
- Help team members achieve and work towards performance metrics/individual goals while also working toward key business objectives.
Customer Experience Specialist
Royal Bank of Canada
03.2014 - 04.2016
- Developed customer relations with individual businesses and personal clients, initiating close relations to up sell banking products
- Complete banking transactions with clients (opening accounts, holds, deposits, withdrawals payments etc.) and offer financial solutions such as mortgages and loans
- Achieve assigned goals and business objectives by promoting banking solutions and completing business processes in a timely and accurate manner
- Respond and resolve customers' concerns using standard procedures and escalating non-standard activities, as necessary
- Deliver quality customer experiences and recommend operational improvements where opportunity exists.
Education
High School Diploma -
James Fowler High School
Calgary, ABSkills
- Exceptional customer service skills and effective verbal and written communication skills
- Proficient in Microsoft Suite (Word, Excel, Outlook, PowerPoint)
- Proven ability to de-escalate challenging situations and provide effective solutions
- Highly organized and capable of multitasking in fast-paced, time-sensitive environment
- Independent, self-motivated, and passionate about supporting customers
- Demonstrated punctuality, reliability, and track record of meeting and exceeding deadlines
- Ability to work collaboratively as part of team
- Excellent active listening skills and ability to respond empathetically
- Ability to perform data entry tasks accurately and efficiently
Availability
Flexible to work early mornings, evenings, weekends, and holidays as required.
Volunteer Experience
Junior Achievement of Southern Alberta March 2018-December 2021
- Volunteered as a Junior Achievement instructor at Senator Patrick Burns and Prince of Peace schools.
- Guided students through experiential curriculum on financial literacy, work readiness, and entrepreneurship.
- Shared personal insights to enhance student learning.
The Mustard Seed - December 2022- Present
- Assist in preparing and serving shelter meals.
- Provide support in serving meals to guests at the Mustard Seed Shelter.
- Contribute to kitchen cleanup and preparation for subsequent services.
Languages
English
Native or Bilingual
Punjabi
Native or Bilingual
Timeline
FFH Escalations Management Team
TELUS Communications
04.2016 - 08.2023
Customer Experience Specialist
Royal Bank of Canada
03.2014 - 04.2016
High School Diploma -
James Fowler High School
Similar Profiles
Mike PowerMike Power
Manager, UC Dev/Ops at Telus CommunicationsManager, UC Dev/Ops at Telus Communications
Bhumi JhambBhumi Jhamb
Sales & Marketing Executive at TELUS CommunicationsSales & Marketing Executive at TELUS Communications
EDUARDO SOARESEDUARDO SOARES
Sales Associate at Telus CommunicationsSales Associate at Telus Communications
Wei Chung HoWei Chung Ho
Loyalty and Retention Specialist, Small and Medium Business at TELUS CommunicationsLoyalty and Retention Specialist, Small and Medium Business at TELUS Communications
Pranjali AmbekarPranjali Ambekar
Senior Manager at Capgemini Canada INCSenior Manager at Capgemini Canada INC