Summary
Overview
Work History
Education
Skills
Languages
Timeline

SANDEEP BEDI

Calgary,Canada

Summary

To progress in my career with a forward-looking company that gives me the opportunity to contribute my strong customer service skills and experience in ways that support my own as well as the company’s long-term goals to grow.

Customer service professional with sharp focus on enhancing customer experiences and streamlining processes. Valued for fostering teamwork and driving results through adaptive strategies and effective communication. Known for problem-solving abilities and customer-centered approach.

Overview

8
8
years of professional experience

Work History

Escalation Customer Service Manager

Sunlife
03.2023 - Current
  • Working as telecommuter in Group Benefits and Group Retirement Department by addressing customer inquiries, solving problems and providing Claim details and new product information
  • Investigated and resolved customer inquiries and complaints in an empathetic manner
  • Facilitated inter-departmental communication to effectively provide customer support
  • Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals
  • Follow established procedures to handle client inquiries and resolve concerns to ensure client satisfaction
  • Handle client communications within all call handling and maintain high quality
  • Identify issues with current process and notify management of potential concerns and potential solutions
  • Provided additional support to all departments including responding to customer inquiries, check processing and other various tasks
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
  • Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
  • Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
  • Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
  • Conducted quarterly customer satisfaction surveys to identify areas for improvement.
  • Reduced customer complaints by proactively identifying and addressing common issues.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Sr Customer Service Associate

RBC FINANCIAL
11.2021 - 02.2023
  • Take Inbound phone calls, from our customer and branches, to provide useful information and ensure customers are satisfied with our products and services
  • Excel at identifying customer banking needs, providing customized solutions by using accessible resources, navigating through multiple systems
  • Assist members with their financial goals, including; setting up their online banking, opening a Chequing account, adding overdraft protection, assisting with credit card applications, setting up registered products, assisting with term deposits etc
  • Educate and provide digital support to members with online banking assistance including technical troubleshooting
  • Manage risk and compliance routines when carrying out transactions
  • Achieve higher levels of proficiency in this role by providing effective advice to clients regarding our products, services, and solutions
  • Performs any required activities to ensure customer’s requests are accurately processed escalates when required
  • Maintains current knowledge of personal banking products, practices, and trends and integrates into customer conversations in a professional manner
  • Promoted a culture of continuous improvement within the team by regularly soliciting feedback from colleagues on best practices for enhancing performance.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Escalated issues to proper supervisors when standard processes were not effective.
  • Greeted customers and listened closely to problems described to determine solutions.
  • Collaborated with team members to develop and implement strategies for improving overall customer experience.
  • Utilized active listening skills to understand customer needs and provide tailored solutions.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Payment & Reward Representative

P C FINANCIAL
07.2019 - 10.2021
  • Responsible for selling financial products and services to potential and existing customers
  • Client Engagement - Provide support for clients by helping them to manage their card
  • Understand the requirements of the customer and provide appropriate counsel
  • Convey brand information to customers and respond to questions/inquiries that arise
  • Responsible for daily/monthly sales targets
  • Assist customers in correctly filling out the applications and ensure that each application is completed accurately in full
  • Built and maintained successful relationships with retail customers
  • Handled sensitive customer information in a professional manor on a regular basis
  • Advise and educate customers regarding online and mobile banking
  • Deliver outstanding customer service to ensure customer satisfaction, customer retention and increase customer traffic
  • Build customer need providing clear explanations of financial products and recommending solutions
  • Excellent interpersonal and communication skills with good ability to understand customer financial needs and requirements
  • Prepares monthly and daily sales reports
  • Increased customer satisfaction by addressing and resolving complaints in a timely manner.
  • Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Enhanced company reputation by providing exceptional customer service and support.
  • Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
  • Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
  • Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
  • Communicated with clients and customers to gather, provide and share updated information on products and services.
  • Contributed to team sales goals by upselling products and services to customers.
  • Collaborated with team members to achieve monthly sales targets.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Gathered, organized and input information into digital database.
  • Evaluated customer needs and feedback to drive product and service improvements.

Receptionist / Administration

SADDLETOWNE CHIROPRACTIC
01.2017 - 01.2018
  • Welcomed and greeted all patients and visitors, in person or over the phone
  • Answered the phone while maintaining polite and proper telephone etiquettes
  • Registered new patients and updated existing patient demographics by collecting detailed patient information including personal and financial information health insurance submissions, scanning/faxing, data entry etc
  • Kept patient appointments on schedule by notifying provider of patient's arrival, reviewing service delivery compared to schedule and reminding provider of service delays
  • Obtained revenue by recording and updating financial information, recording and collecting patient charges, controlling credit extended to patients, filing, collecting, and expediting third-party claims
  • Protected patient’s rights by maintaining confidentiality of personal and financial information
  • Maintained operations by following policies and procedures and reporting needed changes
  • Responsible for keeping the reception area clean and organized
  • Assisting with the administration of the Motor Vehicle Accident insurance claims (MVA)
  • Assisting with the administration of Workers Compensation claims (WCB)
  • Confirmed appointments, communicated with clients, and updated client records.
  • Resolved customer problems and complaints.
  • Handled cash transactions and maintained sales and payments records accurately.
  • Responded to inquiries from callers seeking information.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
  • Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
  • Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
  • Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
  • Enhanced front desk operations by efficiently managing incoming calls, ensuring prompt customer service.
  • Enhanced accuracy of record-keeping with diligent maintenance of logs and records.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.

Education

MBA - Business Administration

IGNOU University, India
01.2010

BBA - Accounting

Delhi University, India
01.2006

Skills

  • Customer Service
  • Accounting
  • Finance
  • Relationship Building
  • Problem-solving
  • Attention to Detail
  • Sage 50
  • QuickBooks
  • Adaptability
  • Flexibility
  • Priority Management
  • Multi-tasking
  • Planning
  • Practice Perfect EMR
  • Microsoft outlook, word, and Excel
  • Customer service
  • Time management
  • Decision-making
  • Excellent time management skills
  • Complaint resolution
  • Adherence to high customer service standards
  • Customer relationship management (CRM)
  • Exceptional telephone etiquette
  • Relationship building
  • Call center management
  • Conflict management
  • Administrative support
  • Escalation handling
  • Quality assurance controls
  • One call resolution
  • Focused on customer satisfaction
  • Skilled multi-tasker
  • Research

Languages

English
Full Professional

Timeline

Escalation Customer Service Manager - Sunlife
03.2023 - Current
Sr Customer Service Associate - RBC FINANCIAL
11.2021 - 02.2023
Payment & Reward Representative - P C FINANCIAL
07.2019 - 10.2021
Receptionist / Administration - SADDLETOWNE CHIROPRACTIC
01.2017 - 01.2018
IGNOU University - MBA, Business Administration
Delhi University - BBA, Accounting

Similar Profiles

CREATE PROFILE
SANDEEP BEDI