Navpreet Aulakh
Brampton
Summary
Dedicated and results-driven professional with extensive experience in customer service and collections within the utility sector. Proven ability to manage high-volume account portfolios while resolving customer inquiries with empathy and efficiency, ensuring timely recovery of outstanding balances. Strong communication skills facilitate effective negotiation of payment arrangements, adeptly handling escalations and maintaining compliance with regulatory standards. Proficient in utilizing CRM and billing systems to streamline processes, enhance customer satisfaction, and consistently meet organizational collection targets.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Alectra Utilities
03.2025 - Current
- Manage residential and commercial accounts in arrears, ensuring timely collection of outstanding balances while adhering to utility regulations and company policies.
- Negotiated payment arrangements through phone, email, and written correspondence.
- Monitor aging reports and proactively followed up on delinquent accounts to reduce days sales outstandings and minimize bad debt.
- Recommend accounts for disconnection or escalation based on payment history and risk assessment.
- Maintain detailed records of all collection activities using CRM and billing software i.e (oracle)
- Ensure compliance with Ontario Energy Board guidelines and Alectra's customer services standards.
- Participate in process improvement initiatives to enhance the efficiency of the collections workflow.
Senior Sales Associate
7-Eleven
01.2022 - Current
- Provide excellent customer service by assisting with purchases, handling inquiries, and resolving concerns efficiently.
- Operate cash registers, process transactions, and manage refunds while ensuring accuracy in cash handling.
- Monitor inventory levels, restock shelves, and assist in merchandise management to maintain store presentation.
- Train and mentor new employees on company policies, product knowledge, and customer service standards.
- Ensure store security by following loss prevention protocols and monitoring suspicious activities.
- Maintain cleanliness and organization of the store to enhance customer experience.
Operational Manager
Kfc Pirani Group, ON
03.2021 - 03.2025
- Confer with employees to discuss and resolve matters, such as work procedures, complaints, and general improvement.
- Coordinating daily management operations
- Responding efficiently and accurately to customer complaints.
- Efficient operation, as well as maintain high production, product quality, and customer service and standards.
- Regularly review product quality and research new vendors.
- Create detailed reports on weekly, monthly, and annual revenues.
Collection officer
INTERNATIONAL CREDIT EXPERTS
03.2023 - 02.2024
- Handle 50+ calls daily, with duties including signing up new customers, retrieving customer data, and cancelling services.
- Adhering to company attendance, punctuality
- Mastered conversational Punjabi, Hindi and Urdu ensuring 99% of clients could communicate with a bilingual agent.
- Executed customer questions, resolving issues, and reducing the need of supervisor assistance.
- Awarded agent of the training for customer satisfaction
Team Member - Front line helper
Cambrian Hanson college
01.2017 - 09.2018
- Helped customers place orders, explained menu items, and suggested appropriate options for food allergy concerns.
- Replenished food items and other supplies, which included paper products and canned goods to keep pantry well-stocked during busy periods.
- Verified freshness of ingredients and food by checking for quality, rotating stock, and recording old and added items.
- Followed all restaurant guidelines in regard to food safety and hygiene to prevent illness.
Education
Graduation Diploma - General Business Management, Business Administration and Management
Cambrian College
01.2018
High School Diploma - undefined
01.2016
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Microsoft PowerPoint
- Data collection
- Customer relationship management (CRM)
- Staff training
- De-escalation techniques
- Technical support
- Dispute resolution
- Quality assurance controls
- CRM software
- CRM software proficiency
Languages
English
Full Professional
Hindi
Full Professional
Punjabi
Full Professional
Urdu
Limited Working
Timeline
Customer Service Representative
Alectra Utilities
03.2025 - Current
Collection officer
INTERNATIONAL CREDIT EXPERTS
03.2023 - 02.2024
Senior Sales Associate
7-Eleven
01.2022 - Current
Operational Manager
Kfc Pirani Group, ON
03.2021 - 03.2025
Team Member - Front line helper
Cambrian Hanson college
01.2017 - 09.2018
Graduation Diploma - General Business Management, Business Administration and Management
Cambrian College
High School Diploma - undefined
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