Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

SEEMA DHIMAN

Brampton,ON

Summary

Accomplished Customer Service Team Lead at Best Buy Canada, renowned for elevating customer satisfaction through expert complaint resolution and exceptional team training. Leveraged customer service excellence and POS systems expertise to enhance team productivity and service quality, consistently exceeding performance metrics. Skilled in fostering client relationships and driving continuous improvement initiatives.

Overview

15
15
years of professional experience

Work History

CUSTOMER SERVICE TEAM LEAD

BEST BUY CANADA
08.2016 - Current
  • 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.
  • Reviewed customer survey results periodically to identify patterns of dissatisfaction and address them proactively within the team.
  • Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
  • Took cash and credit card payments via phone, in person, and through email.
  • Evaluated representative performance regularly, offering constructive feedback and implementing targeted improvement plans as necessary.
  • Served as a resource for representatives, answering questions and providing guidance on best practices in addressing specific customer concerns.
  • Enhanced team productivity by providing ongoing training and coaching to Customer Service Representatives.
  • Coordinated shift schedules efficiently to ensure adequate coverage during peak hours without compromising service quality.
  • Trained and supervised team of customer service representatives in providing quality service to customers.
  • Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
  • Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
  • Developed and nurtured lasting relationships with clients through dedicated assistance, issue resolution and active listening.
  • Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.

Customer Service Representative

BEST BUY CANADA
09.2009 - 07.2015
  • 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.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Responded to customer requests for products, services, and company information.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Maintained up-to-date knowledge of product and service changes.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Managed approximately 30 incoming calls, emails and faxes per day from customers.

Education

BACHELORS IN EDUCATION -

ANNAMALAI UNIVERSITY
INDIA
06-1995

Bachelor of Science - Biological Sciences

GOVERMENT COLLEGE SHIMLA
INDIA
05-1993

Skills

  • Customer service excellence
  • Customer Service
  • Cash Handling
  • Customer Satisfaction
  • Team Management
  • Complaint resolution
  • Team Training
  • Policy Enforcement
  • Performance Evaluation
  • Meeting facilitation
  • Retail store support
  • POS systems expert
  • Key holder experience
  • Call center experience
  • Delegation and Supervision

Languages

English
Full Professional
Hindi
Full Professional
Punjabi
Professional Working

Timeline

CUSTOMER SERVICE TEAM LEAD

BEST BUY CANADA
08.2016 - Current

Customer Service Representative

BEST BUY CANADA
09.2009 - 07.2015

BACHELORS IN EDUCATION -

ANNAMALAI UNIVERSITY

Bachelor of Science - Biological Sciences

GOVERMENT COLLEGE SHIMLA

Similar Profiles

CREATE PROFILE
SEEMA DHIMAN