NAVJOT KAUR
Kharar,Punjab
Summary
Dynamic Customer Service Manager with a proven track record at Teleperformance, excelling in customer relationship management and team leadership. Expert in resolving complex issues and enhancing service delivery, I foster collaboration and implement effective training programs, driving team performance and customer satisfaction. Skilled in performance metrics analysis and conflict resolution.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Teleperformance
Toronto, Ontario
06.2021 - 07.2025
- Managed customer inquiries through phone, email, and chat support channels.
- Resolved customer complaints promptly to enhance satisfaction and loyalty.
- Trained new team members on customer service protocols and best practices.
- Collaborated with cross-functional teams to streamline service processes and improve efficiency.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
Customer Service Representative Supervisor
Tim Hortons
Toronto, Canada
11.2019 - 05.2021
- Supervised daily operations and ensured quality customer service standards.
- Trained new staff on service protocols and company policies.
- Resolved customer inquiries and complaints effectively and efficiently.
- Coordinated team schedules to optimize staffing levels during peak hours.
- Monitored performance metrics and provided feedback to team members.
- Implemented training programs to improve service delivery and teamwork.
- Facilitated communication between management and front-line staff for operational updates.
- Provided training and coaching on product knowledge, sales techniques, customer communication and problem resolution.
Education
DIPLOMA - HOSPITALITY
Centennial College - Progress Campus
Toronto04.2021
HIGH SCHOOL CERTIFICATION - COMMERCE STREAM
Shivalik Public School
Mohali, India05.2016
Skills
- Customer service management
- Customer relationship management
- Team leadership
- Staff scheduling
- Communication strategies
- Problem solving
- Sales expertise
- Team building and leadership
- Skilled multi-tasker
- Customer relationship management (CRM)
- Conflict resolution
- Performance metrics analysis
- Training and development
Certification
- COVID-19 responsibility & service
- Delivering passionate service
- Guest experience fundamentals
- Health and wellbeing in hospitality
- Body language basics
- Teaching sales skills
- Time management
- Certified First Aid & CPR C + AED
- SMART SERVE
- WHIMS
Languages
- Hindi, Fluent
- Punjabi, Native
Timeline
Customer Service Manager
Teleperformance
06.2021 - 07.2025
Customer Service Representative Supervisor
Tim Hortons
11.2019 - 05.2021
DIPLOMA - HOSPITALITY
Centennial College - Progress Campus
HIGH SCHOOL CERTIFICATION - COMMERCE STREAM
Shivalik Public School
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