Summary
Overview
Work History
Education
Skills
Timeline
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Simranjeet Kaur

Customer Care Resolution Specialist
7552 Darcel Ave Mississauga,ON

Summary

Dynamic customer care professional with proven success at Rogers TV, adept at de-escalating conflicts and enhancing customer satisfaction. Skilled in problem-solving and time management, I consistently exceeded performance targets while training new team members. My adaptability and strong communication fostered a collaborative environment, driving improvements in service delivery and reducing customer churn.

Overview

8
8
years of professional experience
3
3
Languages

Work History

Customer Care Resolution Specialist

Rogers TV
06.2019 - Current
  • Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
  • Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
  • Exceeded performance targets consistently by prioritizing workload effectively and managing time efficiently during periods of high call volume or complex caseloads.
  • Implemented effective communication skills to deescalate high-tension situations, fostering positive relationships between customers and the company.
  • Leveraged strong listening skills to fully understand the customer''s perspective, enabling tailored and empathetic responses during conflict resolution.
  • Trained new team members on company policies and resolution techniques, ensuring consistency in service delivery across the team.
  • Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
  • Reduced customer churn, effectively communicating resolution outcomes and future prevention measures.
  • Elevated customer satisfaction scores, personalizing solutions to fit individual customer needs.
  • Improved team morale with regular training sessions on conflict resolution.

Lead Hand Customer Representative

Indigo Airlines
04.2018 - 04.2019
  • Enhanced production efficiency by streamlining processes and implementing best practices.
  • Proactively identified areas for improvement in existing procedures leading initiatives aimed at optimizing workflow efficiency.
  • Adapted quickly to changing priorities, ensuring seamless transitions between tasks without compromising deadlines or quality standards.
  • Coordinated team tasks to complete projects on time and within budget constraints.
  • Maintained updated knowledge of company policies and trained employees on rules and procedures regularly.
  • Mentored new hires through comprehensive training programs, fostering professional growth and building strong teams.

English Instructor

Grey Matters
03.2017 - 03.2018
  • Employed diverse teaching approaches to help students of all abilities understand material.
  • Adapted lesson plans to accommodate different learning styles and abilities within the classroom setting for optimal comprehension of material covered.
  • Developed lesson plans and adapted curriculum to meet individual needs of students
  • Enhanced overall student success with personalized feedback, constructive criticism, and one-on-one tutoring sessions.
  • Designed and developed instructional activities using data from student learning style assessments.
  • Conducted intensive summer courses in analysis of English texts.

Education

Master Diploma - Hospitality And Tourism Management

Toronto School Of Management
Toronto, ON
05.2001 -

Bachelor of Science - General Science

DAV College (Lahore)
Ambala City, Haryana, India
05.2001 -

Master of Computer Applications - Computers

Haryana Institute of Information Technology
Ambala City, Haryana, India
05.2001 -

Skills

Assertiveness

De-escalation techniques

Adaptability

Teamwork

Teamwork and collaboration

Time management

Problem-solving abilities

Multitasking

Excellent communication

Professional ethics

Decision-making

Self motivation

Critical thinking

Timeline

Customer Care Resolution Specialist

Rogers TV
06.2019 - Current

Lead Hand Customer Representative

Indigo Airlines
04.2018 - 04.2019

English Instructor

Grey Matters
03.2017 - 03.2018

Master Diploma - Hospitality And Tourism Management

Toronto School Of Management
05.2001 -

Bachelor of Science - General Science

DAV College (Lahore)
05.2001 -

Master of Computer Applications - Computers

Haryana Institute of Information Technology
05.2001 -

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Simranjeet KaurCustomer Care Resolution Specialist