Navdeep Khosa
Delta,BC
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic, and results-oriented with an exemplary passion for developing relationships, cultivating partnerships, and growing businesses.
Overview
5
5
years of professional experience
Work History
Contact Center Representative
TD Canada Trust
05.2022 - Current
- Provided exceptional service by handling 50+ inbound calls daily while delivering the legendary experience.
- Worked well in a team setting, providing support and guidance.
- Resolving personal account issues and processed Credit card and line of credit applications resulting in increase of business.
- Exceeded monthly digital target by 200% through proactive identification of opportunities and successful onboarding of customers to online banking.
- Authenticated every call using policies and procedures, contributing to a 100% monthly accuracy rate in call authentication and data protection.
- achieved and maintained the lowest call handle time and top 1% first call resolution rate in my team.
- Applied effective time management techniques to meet tight deadlines.
- Strengthened communication skills through regular interactions with others.
- Responded proactively and positively to rapid change.
Sales Advisor
Aritzia
01.2021 - 05.2022
- Engaged with customers to effectively build rapport and lasting relationships
- Meet sales goal and targets along with customer satisfaction by helping with in store and online products
- Trained and developed new hires in company processes, product knowledge, customer service, and selling techniques
- Evaluated inventory and delivery needs and optimized strategies to meet customer demands
- Solved customer challenges by offering relevant products and services.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Built relationships with customers and community to promote long-term business growth.
- Increased sales by establishing rapport with customers and identifying their needs.
Sales Lead
SportsCheck
10.2019 - 01.2021
- Maintained current knowledge of applicable sales and product changes in order to provide best possible service for all customer needs
- Tracked stock using company inventory management software
- Responded to in-person and telephone requests for information about company offerings
- Created professional sales presentations and seminars to effectively demonstrate product features and competitive advantages
- Determined problem areas and resolved issues related to profitability and business objective achievement
- Planned annual customer outreach events to strengthen brand initiatives and maximize outreach
- Helped average of 15 customers every day by approaching conversations with positive attitude and focus on customer satisfaction.
- Increased sales and customer satisfaction through personalized servicing.
- Trained, coached, and mentored new sales associates for maximum performance.
Assistant Manger
Urban Planet
09.2018 - 01.2020
- Achieved recognition from senior management for contribution to store success, including managing sales, employees, and operations to foster optimal performance
- Maintained stock within optimal levels to meet expected customer and sales levels
- Working towards and successfully attaining company-wide highest attachment ratios for Triangle MasterCard
- Customer relationship management by following up with existing accounts to build relationships to generate repeat business and enhance net promoter score.
- Developed strong working relationships with staff, fostering a positive work environment.
- Mentored team members to enhance professional development and accountability in the workplace.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Improved customer satisfaction by addressing and resolving complaints promptly.
Education
Associate of Arts - General Studies
Simon Fraser University
Vancouver, BCSkills
- Banking Software Familiarity
- Problem-Solving
- Team Player
- Leadership Skill
- Multitasking Skill
- Documentation And Reporting
- CRM Software
- Data Gathering
- Report Preparation
- Complaint Investigation
- Building rapport
- Fraud Detection Abilities
- Money Handling
- Compliance, banking laws, and regulations
- Account Services
- MS Office
- Computer Skills
- Google Drive
- Microsoft Word
- Verbal Communication
- Written Communication
Accomplishments
- Received an award for maximum sales within the store.
- Provided extensive help clients outlining all aspects of the implemented updates and changes, resulting in a 100% satisfaction in client support calls.
- Received certificate for maximum e-com sales.
- Awarded with maximum sales of credit cards within the Burnaby Region.
- Recipient of individual and departmental awards for providing stellar client service.
- Completed intensive training in client service representative and client relation building.
- Participated in various incentive programs and contests designed to support achievement of production goals.
References
References available on request
Languages
English
Full Professional
Timeline
Contact Center Representative
TD Canada Trust
05.2022 - Current
Sales Advisor
Aritzia
01.2021 - 05.2022
Sales Lead
SportsCheck
10.2019 - 01.2021
Assistant Manger
Urban Planet
09.2018 - 01.2020
Associate of Arts - General Studies
Simon Fraser University
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