Summary
Overview
Work History
Education
Skills
Languages
Timeline
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PAWANDEEP KAUR

Arthur,Canada

Summary

Driven professional with a proven track record in customer service and support, demonstrated at Enbridge Inc. by enhancing customer satisfaction through expert problem resolution and efficient complaint handling. Over 6 years of experience in customer service seeking an opportunity to work in a stimulating position in a progressive firm. Achieved significant improvements in customer feedback, leveraging both complex problem-solving abilities and a deep understanding of customer needs.

Overview

6
6
years of professional experience

Work History

Customer Service Analyst

Enbridge Inc.
09.2021 - Current
  • Perform customer request/problem identification and follow defined procedures to resolution.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Managed high call volume with exceptional time management skills, minimizing wait times for customers.
  • Achieved consistently high levels of customer satisfaction, quality, and productivity levels in accordance with operational targets.
  • Maintain mass market billing accounts including call handling of general customer requests/needs, billing inquiries collections, moves and the investigation of billing exceptions/disputes.
  • Operated according to performance standards and expectations to ensure customer service quality, effectiveness, and efficiency.
  • Demonstrate flexibility and adaptability in complete all tasks and activities associated with their skill set(s), i.e., inbound/outbound calls, correspondence, and billing adjustments.
  • Customer satisfaction, quality, and productivity levels in accordance with operational targets
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction
  • Identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction
  • As chat agent : Enbridge
  • Regarding products, services, and technical issues.
  • Provide accurate, timely, and empathetic responses to resolve customer concerns.
  • Guide users through troubleshooting steps, order processes, and general queries.
  • Maintain detailed and accurate records of customer interactions.
  • Collaborate with internal teams (technical support, billing, product) to resolve escalated issues.
  • Meet performance metrics including response time, resolution rate, and customer satisfaction.
  • Stay updated on product knowledge, process changes, and new tools.

Collections Agent

Affglo Global Company
12.2020 - 11.2021
  • Support to provide a visual overview by consolidating spreadsheets over the years
  • Preparing, organizing, and storing information in the digital form
  • Used Microsoft applications including Excel, Word and PowerPoint to access, update and develop data
  • Develop and implement new systems and ensure that their configuration is properly handled
  • Processed payments and applied to customer balances.
  • Built support with customers by demonstrating understanding of their situation while seeking fair resolutions.

Customer Service Representative

Ios Solution Ltd
12.2018 - 08.2020
  • Oversee data collection and consolidation for reporting.
  • Proactively identify processes for development and improvement
  • Continuously improve systems and data handling to remove manual processes
  • Support business with good technical and database related knowledge
  • Communicate complex issues to business users at various levels
  • Support development of new reporting tools and processes by providing feedback to relevant business functions
  • Support in training functions by developing and implementing new systems and ensure that their configuration is properly handled

Education

Diploma - Business Management

St Lawrence College
Vancouver, BC

Skills

  • Customer Service
  • Customer Support
  • Problem Resolution
  • Team Collaboration
  • Complex Problem-Solving
  • Understanding Customer Needs
  • Customer Data Confidentiality
  • Policies and Procedures Adherence
  • Customer Complaint Resolution
  • CRM & Support platforms
  • Communication and collaboration
  • Soft skills
  • Customer experience and support
  • Data analysis and reporting

Languages

English - Full Professional
Hindi - Native or Bilingual
Punjabi - Native or Bilingual
English
Full Professional
Hindi
Full Professional
Punjabi
Full Professional

Timeline

Customer Service Analyst

Enbridge Inc.
09.2021 - Current

Collections Agent

Affglo Global Company
12.2020 - 11.2021

Customer Service Representative

Ios Solution Ltd
12.2018 - 08.2020

Diploma - Business Management

St Lawrence College

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PAWANDEEP KAUR