Summary
Overview
Work History
Education
Skills
Languages Spoken
Timeline
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Roopsumit Gill

Surrey

Summary

Knowledgeable and dedicated customer service professional. Team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Detail and results-oriented with an ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

12
12
years of professional experience

Work History

Temporary Contact Centre Agent-Member Care Team

Modo- The Car sharing Co-operative
04.2023 - 06.2023
  • Handled high-volume incoming calls during peak season, booked cars and made necessary changes to existing bookings as per members' requirements.
  • Provided information about membership plan; approved membership forms and driving record; update and opened new accounts in the CRM portal and paraphrased all communication for the record.
  • Tracked on-trip cars on live application and called out to inform/update about their return time and update upcoming trips about changes, if any.
  • Over the call troubleshooting of on-trip vehicles and reported accidents and damage report to respective team.
  • Recorded and investigated the low fuel, dirty car, lost and found item reports from members, issued notices and charged fines on accounts at fault.

Customer Care Representative

Cruise Connections Canada
03.2022 - 04.2023
  • Updated and maintained client database such as name, date of birth, dietary requirements, allergies, special needs, etc., and contact details such as phone no. email ID and address.
  • Provided after-sales service by way of making courtesy calls to clients to collect information regarding further requirements for their vacation.
  • Maintained liaison with various Cruise lines through phone calls and emails and ensured that all requirements of guests were met.
  • Helped clients to customize their flight schedules and land tour plans before, during, and after the cruise as per their choices and Visa requirements and COVID-19 guidelines.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Responded proactively and positively to rapid change.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions and followed up to maintain high standards of customer service.

Sales Support

Safeguard Business Systems
12.2019 - 03.2021
  • Assisted Sales representative with marketing activities and helped in business development and maintaining long-term relationships with clients.
  • Received orders from customers over the phone and emails, responded to general inquiries, and provided necessary information such as rates, quotes, or discounts as per company policies.
  • Selected correct products based on customer needs, product specifications, and applicable regulations.
  • Ensured all aspects of service delivery to clients are met.
  • Maintained and updated customer database in the company.
  • Organized and maintained filing system, office documents, correspondence, and other records.
  • Contributed to team objectives in a fast-paced environment.

Front Desk Operation

Punjab National Bank
07.2011 - 06.2019
  • Performed routine operations of branch such as handling customer queries, account opening, daily transactions, cheque clearing, and document handling.

Education

Real Estate Trading Services Licensing Course

UBC Sauder School of Business Real Estate Division
Vancouver, BC
06-2025

Master of Arts - Literature

Punjab University
06.2012

BBA - Management

Punjab Technical University
03.2008

Skills

  • Customer Service
  • Relationship building
  • Financial Transactions
  • High volume calls and email management
  • Problem Resolution
  • Document and Records Management
  • Keen Attention to Detail
  • Special Assignments
  • Administrative and Office Support
  • Customer Database Management
  • Correcting Discrepancies
  • Microsoft Office

Languages Spoken

Fluent In English, Punjabi, Hindi

Timeline

Temporary Contact Centre Agent-Member Care Team

Modo- The Car sharing Co-operative
04.2023 - 06.2023

Customer Care Representative

Cruise Connections Canada
03.2022 - 04.2023

Sales Support

Safeguard Business Systems
12.2019 - 03.2021

Front Desk Operation

Punjab National Bank
07.2011 - 06.2019

Master of Arts - Literature

Punjab University

BBA - Management

Punjab Technical University

Real Estate Trading Services Licensing Course

UBC Sauder School of Business Real Estate Division

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Roopsumit Gill