Sharanpreet Kaur
Winnipeg,Manitoba
Summary
A versatile, passionate, and hardworking team player who can manage multiple tasks at a time in a fast-paced environment with extensive experience in customer service, and is currently looking for a suitable position in an organization that values hard work, positivity, and integrity while being resourceful and flexible.
Overview
3
3
years of professional experience
1
1
Certification
4
4
Languages
Work History
Tier 2 Customer Service Representative
IntouchCX
06.2023 - Current
- Assisting 30 or more agents with their consults.
- Creates replacement orders and issues refunds for cases where appeasement is required.
- Serving as the escalation point for challenging cases, taking supervisor calls.
- Retaining customers through empathetic interactions, negotiation skills, and offering tailored solutions to their concerns.
- Cross-trained in multiple departments and coordinated with them to share workload during peak periods, ensuring good service levels.
- Keep motivating agents, and guiding them on how to improve their performance.
- Audits low customer satisfaction scores and coaches agents accordingly.
- Maintains detailed records of customer interactions for accurate tracking and analysis of trends or recurring issues and shares with clients.
- Assisted training facilitator in training new waves.
- Utilizes good knowledge of MS PowerPoint to create study material and MS Word Excel to create reports, documents, and pivot tables daily.
- Reach out to carriers for shipping issues, create claim requests with them, and keep track of progress.
- Respond to client emails, check open cases for agents daily, and push the team to provide better results.
Customer Service Representative
IntouchCX
09.2022 - 05.2023
- After sunset of previous line of business, again started from initial CSR role with new line of business.
- Helped all customers through inbound calls, emails, and/or chats.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Exceeded performance metrics consistently, selected as a top performer many times.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Provide Shadowing and mentoring to new hires, contributing to their successful integration into the team.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Cross-trained and provided backup support for organizational leadership.
Team Lead
IntouchCX
06.2022 - 09.2022
- Supervised team of 25 agents.
- Handle highly escalated calls.
- Enhance overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Influence positive change within organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Conduct regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Promote positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Managed schedules, accepted time off requests, and found coverage for short shifts.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Developed effective action plan deliverables in alignment with goals and areas of improvement.
Team Coordinator
IntouchCX
04.2022 - 06.2022
- Help 30 plus agents with their questions.
- Take supervisor calls.
- Implemented process improvements by evaluating existing workflows, identifying inefficiencies, and proposing actionable solutions.
- Improved team collaboration with regular meetings, progress updates, and transparent communication.
- Trained, motivated, and guided on-boarding members.
- Boosted employee satisfaction rates within the department by fostering a positive work environment that encouraged open communication, teamwork, and mutual respect among colleagues.
Customer Service Representative
IntouchCX
05.2021 - 03.2022
- Helped all customers through inbound calls, emails, and/or chats.
- Worked in pressurized situations and handled them efficiently.
- Performed well and proved myself by earning the top performer title many times.
- Volunteer to mentor newly hired employees.
- Always showed dedication to my work and maintained great metrics according to company goals.
Education
Post Baccalaureate Diploma in Web Programming
Institut Superieur D'informatique
Montreal, Canada03.2021
Bachelor of Computer Applications
Mata Gujri Khalsa College
India05.2018
Skills
- Adaptability
- Stress Management
- Salesforce proficiency
- Time Management
- Live chat support
- Performance Tracking and coaching
- Ticket support system management
- Teamwork and Collaboration
- Support Services
- Interpersonal Communication
- Empathy
Languages
English
Full Professional
Punjabi
Native or Bilingual
Hindi
Professional Working
French
Elementary
Accomplishments
- Top Performer in the entire LOB that meets SPK goals.
- Won Best Commendable camper award in Youth camp.
- Won the best elocution award in the Zonal Youth Festival.
References
- Prabhjot Kaur -204-904-7642
- Harnoor Kaur -204-901-4316
- Harman Parmar-431-668-1970
- Jennifer Woytowich -204-792-1065
Certifications and more references are available on-request.
Certification
Certificate in Heart and Stroke Training
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteOn-SiteHybridImportant To Me
Career advancementFlexible work hoursTeam Building / Company RetreatsQuote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Tier 2 Customer Service Representative
IntouchCX
06.2023 - Current
Customer Service Representative
IntouchCX
09.2022 - 05.2023
Team Lead
IntouchCX
06.2022 - 09.2022
Team Coordinator
IntouchCX
04.2022 - 06.2022
Customer Service Representative
IntouchCX
05.2021 - 03.2022
Post Baccalaureate Diploma in Web Programming
Institut Superieur D'informatique
Bachelor of Computer Applications
Mata Gujri Khalsa College
Certificate in Heart and Stroke Training
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