Kulpreet Kaur
Airdrie,AB
Summary
Dedicated and results-driven customer service professional with over 10 years of experience in delivering exceptional support and building strong client relationships. Proficient in resolving complex issues, exceeding performance targets, and enhancing customer satisfaction. Skilled in project management, team training, and utilizing various customer service software. Adept at handling high-pressure situations with professionalism and efficiency. Fluent in English, Hindi, and Punjabi, with strong communication and multitasking abilities.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Escalation Specialist
HCL Tech
02.2023 - Current
- Handled high-volume Escalated telephone calls to address and resolve customer queries
- Created new enrollments, move-in, move outs through IC web and Sap
- Connected with number of distributors to resolve customer queries
- Handled Complex Electricity and natural gas billing queries
- Coordinated referrals and escalations to obtain specialized support
- Promoted company products using approved techniques, increasing revenue, and exceeding performance expectations
- Responded to live chat rooms to answer and resolve customer queries, elevating customer satisfaction with immediate support
- Processed refunds, exchanges, and service requests for customers
- Oversee customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction
- Handled confidential and sensitive data with discretion, reducing risk of fraud and theft
Executive Assistant
CMI Speakers Management
07.2022 - 02.2023
- Handled confidential and sensitive information with discretion and tact.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Maintained confidentiality with sensitive documents, ensuring proper storage and distribution as needed.
- Organized and coordinated conferences and monthly meetings.
- Managed office inventory, tracking supplies and placing orders to ensure smooth daily operations.
- Answered high volume of phone calls and email inquiries.
- Coordinated events for staff members, promoting team-building activities and boosting morale within the workplace.
- Ensured smooth daily operations through consistent maintenance of office equipment, troubleshooting issues when necessary.
- Filed paperwork and organized computer-based information.
- Took notes and dictation at meetings.
Customer Experience Specialist
Neo Financial
11.2021 - 07.2022
- Receiving inbound customer calls related to credit and accounts receivable
- Work with customers to answer questions, resolve disputes and research discrepancies
- Support customers with invoices, statements and other basic questions
- Maintaining product details and protocols to comply with contracts and disclosures
- Processing recurring automated payments and credit card payments
- Monitor existing customer accounts for continued creditworthiness based on analysis of past performance and current information
- Support continued monitoring, auditing and reporting to drive compliance and optimize credit card processing
- Response proactively and positively to rapid change
- Trained new joiners, by helping them with the resolutions while they are taking calls
- Retained the customers Accounts by explaining to them about the benefits of the company's product
Office Coordinator
Concentrix
11.2018 - 08.2021
- Automated office operations by managing client correspondence, records, contracts and data communications
- Coordinated schedules, administrative functions, quality assurance and process improvements to bolster operational output
- Maintained company accounting records by entering accounts payable, accounts receivable, invoices and expense reimbursements
- Reviewed documents and obtained additional information to complete accurate paperwork and avoid delays
- Processed financial documents, contracts, expense reports and invoices
- Interacted professionally with customers and inside personnel, answering questions and responding to phone and email inquiries
- Tracked project performance data to generate reports and keep management informed of important trends
- Handled requests-for-information and delegated customer service tasks to appropriate employees
- Directed clients and guests to correct departments, rooms and staff members
Education
MBA - Human Resources and Marketing
Symbiosis University
01.2017
Bachelor of Arts - English
Punjabi University
01.2012
Advance Diploma -
computer applications
01.2010
Skills
- Complaint handling
- De-escalation techniques
- Goal setting and achievement
- Database maintenance
- Complaint investigation
- Customer service
- Problem-solving skills
- Multitasking
- Calm and professional under pressure
- Team collaboration
Certification
Alberta Council GLQP 1 License
Languages
English
Full Professional
Hindi
Native or Bilingual
Punjabi
Native or Bilingual
Urdu
Professional Working
Timeline
Escalation Specialist
HCL Tech
02.2023 - Current
Executive Assistant
CMI Speakers Management
07.2022 - 02.2023
Customer Experience Specialist
Neo Financial
11.2021 - 07.2022
Office Coordinator
Concentrix
11.2018 - 08.2021
Bachelor of Arts - English
Punjabi University
Advance Diploma -
computer applications
MBA - Human Resources and Marketing
Symbiosis University
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