Ramanpreet Kaur
Thunder Bay,ON
Summary
Hard working and reliable Customer Service Agent with strong ability in negotiating, making process changes for almost 7 years now, working knowledge in different unions over the time, Highly organized, proactive and punctual with team-oriented mentality Proven to be a team worker testing apps (tested my account app within Enbridge), project management essentials (internal course within Enbridge). Negotiation power along with leadership qualities.
Overview
7
7
years of professional experience
Work History
Customer Response Rep
Enbridge Gas
Thunder Bay , ON
2022.11 - Current
- Responsible for taking inbound calls and assisting customers with EMERGENCY CALLS, setting up new accounts, billing queries, moves, scheduling service orders such as inspections, Safety violations orders along with meter Unlocks.
- Responsible for billing correction (cancel rebills), meter reading corrections on the account with smart meters in SAP.
- Responsible for negotiating with customers on payments for RUNL under OEB regulations.
- Responsible for offline tasks as assigned, such as training new employees with one-on-one shadowing and sitting with them if needed.
Customer Inquiry Support Rep (BACK-OFFICE COLLECTIONS)
Enbridge Gas
Brantford , ON
2022.08 - 2022.11
- Responsible for collecting overdue balance on the accounts by making outbound calls, after examining the accounts, and performing other required actions.
Responsible for analyzing and working with top commercial accounts with high balances to collect or assist clients with setting up payment arrangements, if needed, along with follow-ups.
Managed proper communication through email and inbound calls with outside social agencies like LEAP, OW, ODSP, and other local agencies.
Responsible for all other dunning actions including outbound calls, emails and Redlocking the accounts if required in compliance with GDAR (Gas Distribution Access Rule) and OEB.
Attended regular meetings to stay updated with changing summer and winter rules.
Technical/Customer Service Representative
Cogeco Connexion
Burlington , ON
2021.06 - 2022.08
- Take ownership of providing customized solutions and options while responding to questions or problems that are raised by customer (residential & commercial)
- Assisted agents of tier 1 and supervised their work.
- Identifies area-wide service interruptions for all locations and alerts appropriate staff in a timely manner
- Responsible for accurate data input using prescribed applications
- Resolves service discrepancies and credits customer accounts
- Promoted available products and services to customers during service, account management and order calls
- Solve general billing inquiries, transfer of credit balances, account information changes and move requests.
Technical Support Representative
Sutherland Global Services
Windsor , ON
2020.11 - 2021.06
- Maintained servers and systems to keep networks fully operational during peak periods
- Helped streamline repair processes and update procedures for support action consistency
- Configured hardware, devices and software to set up workstations for employees
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
Customer Service Representative
Reliance Power
Chandigarh , India
2017.07 - 2019.03
- Provided primary customer support to internal and external customers
- Educated customers about billing, payment processing and support policies and procedures
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
Education
Post-Degree Certificate - International Business Management-Logistics System
St. Clair College
Windsor, ON2020-10
Bachelor of Arts - Applied Social Sciences And Humanities
Panjab University
ChandigarhSkills
- Project management skills (internal course)
- Customer Account management
- Recordkeeping strengths
- Computer Skills (Excel)
- Interpersonal skills
- Analytical skills
- SAP back and front end proficient
Accomplishments
- Project work: Tested MY ACCOUNT APP.
- Assisted in changing company procedures & policies, sent examples: Recent PAYMENT ARRANGEMENT RULES & AGENT EMPOWERMENT.
- PROJECT MANAGEMENT ESSENTIALS COURSE under Employee & Career Development Courses program within Enbridge gas.
Timeline
Customer Response Rep
Enbridge Gas
2022.11 - Current
Customer Inquiry Support Rep (BACK-OFFICE COLLECTIONS)
Enbridge Gas
2022.08 - 2022.11
Technical/Customer Service Representative
Cogeco Connexion
2021.06 - 2022.08
Technical Support Representative
Sutherland Global Services
2020.11 - 2021.06
Customer Service Representative
Reliance Power
2017.07 - 2019.03
Post-Degree Certificate - International Business Management-Logistics System
St. Clair College
Bachelor of Arts - Applied Social Sciences And Humanities
Panjab University
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