Summary
Overview
Work History
Education
Skills
Websites
Languages
Timeline
Generic

Sandeep Kaur

Calgary,AB

Summary

Dedicated credit card advisor with expertise in quality assurance initiatives, issue resolution and interpersonal communication. Skilled in providing personalized guidance and recommendations to clients seeking credit card solutions. Possesses in-depth knowledge of various credit card products, terms, and benefits. Proven track record of building rapport with clients, addressing their needs effectively, and exceeding performance targets. Excellent communicator with a commitment to ethical standards and regulatory compliance.

Overview

11
11
years of professional experience

Work History

English Cards Advisor

TEKsystems
11.2023 - Current
  • Assist customers in selecting the most suitable credit card based on their financial needs, spending habits, and credit history.
  • Educate customers about the features, terms, and conditions of various credit card products, including interest rates, fees, rewards programs, and any promotional offers.
  • Provide guidance to customers on responsible credit card usage, debt management, and strategies to improve credit scores.
  • Address customer inquiries, concerns, and complaints regarding credit card accounts, transactions, billing issues, or fraudulent activities.
  • Meet sales targets by promoting credit card products and upselling additional services or features to existing customers.
  • Maintain accurate records of customer interactions, applications, approvals, and any relevant documentation in compliance with data protection laws.
  • Participate in training sessions and professional development activities to enhance product knowledge, sales skills, and customer service expertise.
  • Assisting customers with account management tasks such as activating new credit cards, updating personal information, setting up account alerts, and managing credit limits.
  • Meeting or exceeding performance metrics such as call handling time, customer satisfaction scores, first-call resolution rates, and sales targets.

Team Leader

TTEC
01.2023 - Current
  • Monitor a team of 24 agents within Verizon wireless
  • Keep a record of team performance and metrics for each month
  • Do 5 coaching sessions with each agent monthly and discuss their performance and provide feedback
  • Monitor agents’ performance by auditing their recorded and live calls through Verint tool and live monitoring
  • Create ask now ticket for agent inquiry and for coaching approvals
  • Keep records on Ms Excel for agents’ daily attendance, sales, AHT, customer review, performance
  • Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
  • Use zoom, Webex, and blue jeans tools for daily meetings with team members and agents
  • Use outlook for updating day to day task activities and sharing spreadsheets with my manager
  • Prepare a coaching plan for the team to motivate them and to resolve their work-related issues
  • Set up a clear goal and focus for every month for each agent based on the company’s requirements
  • Good PC skills, especially MS Excel, outlook, slack, Verint, zoom and Webex meetings
  • Empowering team members with skills to improve their confidence, knowledge, and productivity
  • Contributing to the growth of company through a successful team.

Technical Support Representative

TTEC
10.2021 - 01.2023
  • Provided technical support to customers via telephone, email, remote connection, and through a ticketing system
  • Helped customers identify and resolve issues regarding general mobile, jetpacks, internet router problems, internet access, network drives, and smartphone settings
  • Handle 40 inbound calls within an 8-hour shift with complete customer satisfaction
  • Advise customers on technical matters with detailed knowledge of technical specifications
  • Troubleshoot customers' issues and follow up with customers to ensure the issue has been resolved
  • Remote access to customers' phones to fix hardware and software issues
  • Implement company policies, technical procedures, and standards for preserving the integrity and security of data and customer information
  • Create support service tickets and use a web-based ticketing system to track them
  • Run computer maintenance (virus scans, malware checks, updates, clearing browsing data and cookies and other troubleshooting steps)
  • Memorized the company product offerings, contributing to company sales on each call by communicating product benefits and providing excellent service and completed other roles as assigned.

Customer Service Representative

24-7 Intouch
03.2021 - 10.2021
  • Identified customers' needs, clarify information, research every issue, and provide solutions or alternatives
  • Deal with 35+ inbound and outbound calls with 95% of customer satisfaction
  • Educated customers on products and services to ensure overall better communication
  • Keep records of all conversations and our call center database in a comprehensive manner
  • Frequently attended educational seminars to improve knowledge and performance level
  • Clarified the desired information, researching, locating, and providing information
  • Data entry- update and proceed with client requests and information on their file
  • Focus on helping clients when they need us most, by responding empathetically to a variety of questions
  • Proactively engage with various communications channels to deliver an outstanding customer service experience, making every client exceptional.

Line Supervisor

Clay Oven Restaurant
07.2018 - 03.2021
  • Prepared food items, consistently and in compliance with recipes, portioning, cooking and waste control management
  • Verified proper portion size and consistently attend high food quality standards
  • Instructed new staff in proper food preparation, food storage, use of kitchen equipment and utensils, sanitization, and safety issues
  • Regularly interacted with guests to obtain feedback on food quality and service level
  • Maintain smooth and timely operation in preparation and delivery of meals
  • Reorganize cooking procedures for more efficient food preparation, resulting in a 22 % reduction in wait time, and a 17 % increase in table turnover
  • Maintained a clean and safe work environment, resulting in a reduction in complaints filed with management and an increase in crew satisfaction
  • Offered strong customer service skills, keeping customers satisfied and increasing sales annually.

Office Executive

Akal Institute of Management
07.2013 - 06.2015
  • Manage the receptionist area, including greetings, visitors and responding to telephone and in-person requests for information
  • Planned travel arrangements for executive and staff
  • Served as a central point of contact for all outside vendors needing to gain access to the building
  • Dispersed incoming mail to correct recipients throughout the office
  • Manage daily office operation and maintenance of equipment Answered billing questions and resolved issues
  • Manage and organize data entry and proceed with daily bank deposit
  • Worked with departments across the company, including marketing and project management, in developing new ideas, initiatives, products, and services
  • Attended and chaired board meetings and executive committee meetings, leading to the adoption of an action plan by the board.

Education

Bachelor of Education - Applied Human Resources Management

University of Manitoba Winnipeg
05.2019

Bachelor of Arts -

Punjabi University
Patiala, Punjab
06.2017

Punjabi University
Patiala, Punjab
06.2013

Skills

  • Microsoft excel and outlook
  • Troubleshooting skills ( rebooting, check connection, program updates, clear cache and cookies, run anti-virus program)
  • Citrix and Ms teams, WebEx and Zoom, Google Drive and docs,
  • Communication skills,
  • Typing skills 43-55 wpm
  • Powerpoint presentation
  • Team Management
  • Coaching and Mentoring
  • Evaluating Employee Work
  • Leading Team Meetings
  • Data Entry

Websites

Languages

English
Full Professional
Punjabi
Native or Bilingual
Hindi
Full Professional

Timeline

English Cards Advisor

TEKsystems
11.2023 - Current

Team Leader

TTEC
01.2023 - Current

Technical Support Representative

TTEC
10.2021 - 01.2023

Customer Service Representative

24-7 Intouch
03.2021 - 10.2021

Line Supervisor

Clay Oven Restaurant
07.2018 - 03.2021

Office Executive

Akal Institute of Management
07.2013 - 06.2015

Bachelor of Education - Applied Human Resources Management

University of Manitoba Winnipeg

Bachelor of Arts -

Punjabi University

Punjabi University

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Sandeep Kaur