RUPINDER KAUR BAL
Edmonton,AB
Summary
Senior Customer Service Representative with a solid operations background, bringing exceptional organization and dependability to the role. Proven track record of effectively managing multiple priorities with a positive attitude. Willingness to take on additional responsibilities to contribute to team success. Committed to delivering exceptional customer service and helping the company achieve its goals through leveraging skills and dedication.
Overview
9
9
years of professional experience
Work History
Accounts Receivable Analyst
Dashmesh Engineers
01.2023 - 05.2024
- Identified, recommended and executed opportunities to enhance accounts receivable and billing processes to meet finance requirements.
- Mitigated disputes over invoices by liaising between internal departments and clients, ensuring clear communication and swift resolution of issues.
- Posted cash receipts to customer accounts to maintain current and accurate account balances.
- Performed thorough account reconciliations to locate discrepancies and ensure accuracy in company records, avoiding costly errors down the line.
- Reduced collection time for outstanding invoices by closely monitoring aged accounts and maintaining frequent communication with clients.
- Participated in the month-end close process, ensuring accurate reporting of accounts receivable balances and timely submission of data for financial statements.
Tier 1 Technical Support Representative
IBM
12.2019 - 07.2021
- First level issue handling and resolution for the NA, EMEA and Asia Pacific region
- Troubleshot minor problems and reported larger technical issues.
- Conducted customer service recoveries using technical knowledge and business skills.
- Demonstrated excellent multitasking abilities while juggling multiple support requests without compromising quality or efficiency.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Increased first-call resolution rates with thorough troubleshooting and problem-solving skills.
- Collaborated with cross-functional teams to address complex technical problems, ensuring timely resolutions for customers.
- Used ServiceNOW to raise Sev1, cases and followed up until ticket is closed.
- Streamlined support ticket handling process for faster response times and higher customer satisfaction levels.
Accounts Receivable Representative
IBM
11.2017 - 01.2019
- Contacted customers by mail or telephone concerning past due balances.
- Researched invoices and customer database to resolve customer concerns and billing issues.
- Executed collection calls and correspondence to solicit payment on overdue account balances
- Tracked and resolved discrepancies and past-due balances in accounts.
- Processed customer refunds and account adjustments, updating records in database.
- Drafted executive correspondence regarding account discrepancies and collections efforts.
- Reconciled, noted and reported discrepancies found in records.
- Increased accuracy of customer accounts by implementing new auditing process to check for inaccurate or unusual addresses, payment terms
- Met deadlines while maintaining high-quality deliverables
- Optimized revenue recognition with precise review of contract terms for accurate invoice generation.
- Streamlined billing processes for improved efficiency and reduced errors.
Financial Service Advisor
Lloyds Bank (Concentrix)
12.2014 - 11.2017
- Educated customers on different account types to best suit individual needs.
- Resolved customer complaints promptly to achieve optimal customer service.
- Determined charges for services requested and arranged for billing.
- Reviewed suspicious activity, reversing fraudulent transactions and reissuing compromised debit and credit cards.
- Recommended improvements in products, services or billing methods to prevent future problems.
- Assessed credit risk and analyzed financial statements.
- Analyzed customer data such as financial statements to determine level of risk involved for extending credit.
- Negotiated payment plans with delinquent customers, achieving successful repayment outcomes without legal intervention.
Education
High School Graduate - Commerce
Acharya Pre University
Bengaluru,IndiaB.com -
Madurai Kamraj University
Tamil naduSkills
- Microsoft Excel
- Payment negotiations
- Accounts receivable software
- Invoice processing
- Ticketing system experience
- Customer service
- Data entry
- Credit collections
- Billing and collections
- Salesforce utilization
- CRM Systems
- Accounts Reconciliation
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction in entire Team.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Trained and led new technical support team
Languages
English
Full Professional
Hindi
Native or Bilingual
Punjabi
Native or Bilingual
Kannada
Native or Bilingual
Timeline
Accounts Receivable Analyst
Dashmesh Engineers
01.2023 - 05.2024
Tier 1 Technical Support Representative
IBM
12.2019 - 07.2021
Accounts Receivable Representative
IBM
11.2017 - 01.2019
Financial Service Advisor
Lloyds Bank (Concentrix)
12.2014 - 11.2017
B.com -
Madurai Kamraj University
High School Graduate - Commerce
Acharya Pre University
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