Navdeep Nagra
Customer Service Coordinator
Calgary,AB
Summary
Results-driven customer service professional with 12+ years of experience driving sales growth, customer satisfaction, process improvements, and leading teams. Excellent communication and problem-solving skills. Proficient in multiple software applications and fluent in English, Punjabi, and Hindi.
Overview
12
12
years of professional experience
Work History
Operations Coordinator
The New Goodwill Transport Ltd.
09.2023 - Current
- Served as primary point of contact for customers & colleagues.
- Implemented new dispatch system, reducing response time by 20%.
- Coordinated sales team activities, increasing sales by 25% in Q1 2024.
- Managed insurance and warranty claims with 100% accuracy.
Resource Coordinator
TELUS Communications
11.2021 - 08.2023
- Provided exceptional customer service via phone, chat, web, and email.
- Assigned and managed service calls to service technicians.
- Resolved complex customer issues with a 95% resolution rate.
- Achieved 94.5% Customer Satisfaction (CSAT) score in post-call surveys.
Large Business Coordinator
SHAW Communications
02.2019 - 06.2021
- Provided exceptional service to Large Enterprise, Wholesale, and Channel Partner customers.
- Increased team revenue by $100k in Q2 2019, exceeding target by 35%.
- Established strong customer relations, resolving customer issues with 94% CSAT score.
Inside Sales Representative
Keurig Dr. Pepper
03.2017 - 10.2018
- Set up new SMB accounts and schedules for product delivery and equipment cleanup.
- Increased sales revenue by 25% in Q3 2017, adding $2.5 million in additional sales.
- Improved customer satisfaction by 25% through effective issue resolution and team leadership.
Customer Service Representative
SHAW Communications
04.2014 - 01.2016
- Provided exceptional customer service, achieving 97% CSAT score.
- Improved customer response time by 11%, increasing sales by 15%.
- Achieved 92% First Contact Resolution Rate by providing seamless and thorough customer service.
Education
MBA (Marketing, HR) -
Punjabi University, Patiala
06.2010
BS (Physics, Chemistry, Math) -
Panjab University, Chandigarh India
06.2008
Skills
- Customer Service and Sales
- Account Management
- Team Leadership and Collaboration
- Time Management and Organization
- Interpersonal and Communication Skills
- Microsoft Office and Google Suite
Accomplishments
- 2015: 'Rookie of the Month' in Dec for achieving highest retention of churning customers
- 2017: Highest B2B sales at Keurig
- 2019: Highest B2B sales in May, Jun, July & Aug at Shaw
- 2020: 'Employee of the Quarter' in Aug at Shaw
- 2023: 100% score in Call Quality Audit in July at TELUS
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Punjabi
Native or Bilingual
References
Available upon request
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