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, ON12-2021
Bachelor of Commerce - Business, Commerce, Management, Finance
Punjabi University Patiala
India04-2020
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
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