Mahakpreet Kaur
Chestermere
Summary
Versatile customer service representative with six years of experience in delivering exceptional service to the clients. Strong communicator who builds client trust with persuasive language and unwavering customer support attitude. Motivated to maintain customer satisfaction and contribute to the success of the company.
Overview
5
5
years of professional experience
Work History
Senior Banking Advisor
Royal Bank of Canada, RBC
Calgary, AB
10.2023 - Current
- Resolved customer inquiries through chat and calls, ensuring timely and effective communication.
- Educated clients on digital banking tools and services, increasing engagement and usage rates.
- Reduced client complaints by proactively taking ownership, addressing concerns and implementing effective solutions.
- Cultivated and strengthened relationships with new clients and educated clients on account services and capabilities.
- Actively listen and engage clients in conversation to further understand their individual financial needs
- Assisted in the management of risk by adhering to compliance policies and procedures when interacting with clients.
- Successfully de-escalated tense situations with frustrated customers by demonstrating patience, empathy, and a solution-oriented approach.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative
IntouchCX
Winnipeg, MB
12.2020 - 09.2023
- Foster solid relationships with customers through exceptional service
- Manage large amount of customers in a timely manner via chat, email and phone calls
- Ask probing questions to improve overall experience by responding to customer’s actual needs
- Recommend solutions to technical problems and challenges
- Use Microsoft Office tools to track customer experiences, communication, and marketing efforts
- Exceed quantitative metrics on customer satisfaction, customer retention, and inquiry
- Stay up-to-date on new program offerings and proactively make recommendations to customers based on their interests
- Continuously achieved high ratings on my team for low call time and customer satisfaction
- Trained and supervised 40 new agents during COVID, bringing them up to speed with company’s rules and policies to help people more efficiently
- Maintained a customer satisfaction rate of 95% and got the employee of the year award for 2021 and 2022 at Intouch CX.
Education
College Diploma - Mechanical Engineering Technician- Design
Centennial College of Applied Arts And Technology
Scarborough04.2020
Skills
- Adaptability
- Relationship management
- Data Analysis
- Decision making
- Digital literacy
- Problem Solving
- Leadership
- Sales
Languages
English
Native or Bilingual
Punjabi
Native or Bilingual
Hindi
Native or Bilingual
Interests
Music, Travel, Sports, Reading
Timeline
Senior Banking Advisor
Royal Bank of Canada, RBC
10.2023 - Current
Customer Service Representative
IntouchCX
12.2020 - 09.2023
College Diploma - Mechanical Engineering Technician- Design
Centennial College of Applied Arts And Technology