Loveleen Kaur Rehal
Calgary,AB
Summary
Seasoned Customer Support Manager at Teleperformance, adept in client relationship building and team handling, significantly enhanced customer satisfaction and streamlined support processes. Leveraged empathy, active listening, and coaching skills to mentor a high-performing team, achieving notable improvements in response times and service quality. Demonstrated excellence in training and operational efficiency, fostering a positive and productive work environment.
Overview
5
5
years of professional experience
Work History
Customer Support Manager
Teleperformance
10.2020 - 05.2024
- Managed a team of customer support representatives, providing ongoing training and development opportunities.
- Established a positive work environment for the support team, fostering open communication channels and boosting employee morale.
- Streamlined the customer support process for faster resolution times and improved customer experience.
- Implemented knowledge management systems that enabled representatives to quickly access information needed to resolve customer issues effectively.
- Reduced response time to customer inquiries, ensuring timely assistance with their concerns.
- Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
- Handled escalated customer complaints professionally, resolving conflicts promptly and maintaining relationships with clients.
- Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance.
- Monitored employee performance to identify areas for improvement and additional training needs.
Customer Care Executive
Teleperformance
07.2019 - 02.2020
- Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
- Managed a high volume of inbound calls, multitasking effectively to address diverse customer needs simultaneously.
- Communicated with customers to identify needs and expectations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Took ownership of customers issues to follow problems through to resolution.
- Delivered personalized assistance by actively listening to customers'' concerns and adapting responses accordingly.
- Exceeded targets consistently by maintaining an unwavering focus on customer satisfaction and service excellence.
- Implemented feedback-driven improvements for an enhanced overall customer experience.
- Promoted teamwork within the department by sharing knowledge, offering guidance, and collaborating on initiatives aimed at enhancing service quality.
Education
Bachelors Of Management - General Management
Bow Valley College
Calgary, ABBachelors Of Science - Science
DAV COLLEGE
SEctor 10 Chandigarh, India 2019
Skills
- Empathy and patience
- Client Relationship Building
- Customer Relations
- Training and mentoring
- Time Management
- Active Listening
- Coaching and Feedback
- Team Handling
- Communication
Languages
English
Full Professional
Hindi
Professional Working
Punjabi
Professional Working
Timeline
Customer Support Manager
Teleperformance
10.2020 - 05.2024
Customer Care Executive
Teleperformance
07.2019 - 02.2020
Bachelors Of Management - General Management
Bow Valley College
Bachelors Of Science - Science
DAV COLLEGE
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