Overview
Work History
Education
Skills
Timeline
Generic

Mandeep Kaur Sidhu

Barrie,ON

Overview

3
3
years of professional experience

Work History

Sales Supervisor

Sydney call center
Sydney, Nova Scotia
01.2024 - 01.2025
  • Analyzed customer feedback to identify areas where improvements could be made in products or services offered by the company.
  • Organized training sessions for staff members on topics such as communication skills, conflict resolution, and problem-solving increased the team's efficiency by 25%.
  • Identified opportunities for process improvements through analyzing existing systems, procedures, and industry best practices.
  • Implemented quality assurance measures throughout the organization's sales process.
  • Reduced process gaps, updating sales collateral and training materials while mentoring new hires on protocol and best practices.

Senior Customer Service Representative

Concentrix
Hamilton, Ontario
12.2022 - 01.2024
  • Assisted with the onboarding process for new hires, including orientation and training sessions.
  • Resolved escalated customer complaints with strong problem-solving, professionalism, active listening, and emotional intelligence skills, which increased customer satisfaction and retention by 15%.
  • Monitored customer feedback surveys to identify areas of improvement.
  • Provided training sessions to other agents to gain customer satisfaction after identifying areas for improvement for each individual.

Customer Service Representative

Concentrix
Hamilton, Ontario
02.2022 - 12.2022
  • Answered customer inquiries via phone and email, and provided exceptional customer service to ensure customer satisfaction.
  • Maintained detailed records of customer interactions, transactions, and comments for future reference.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Assisted the senior agents in the onboarding process for new hires, and de-escalated customer complaints by making outbound calls.
  • Collaborated with sales team leads and customer retention senior agents to learn sales and customer retention skills, which increased performance efficiency by 20%.

Education

Business Administration Diploma - Management, Organization Operations, Leadership

Canadore College of Applied Arts And Technology
North Bay, ON
12-2021

Bachelor of Commerce - Business, Commerce, Management, Finance

Punjabi University Patiala
India
04-2020

Skills

Technical Knowledge: Salesforce, One CRM, NICE CX-One, Dialpad, Avaya, PowerPoint, Excel, and Google Analytics

Soft skills include problem-solving, task delegation, staff management, strategic planning, team building, customer feedback analysis, multitasking, and effective communication

Timeline

Sales Supervisor

Sydney call center
01.2024 - 01.2025

Senior Customer Service Representative

Concentrix
12.2022 - 01.2024

Customer Service Representative

Concentrix
02.2022 - 12.2022

Business Administration Diploma - Management, Organization Operations, Leadership

Canadore College of Applied Arts And Technology

Bachelor of Commerce - Business, Commerce, Management, Finance

Punjabi University Patiala
Mandeep Kaur Sidhu