Simarpreet Kaur
Brampton,ON
Summary
Dynamic Customer Service Representative with a proven track record at Nordia, excelling in upselling and cross-selling while achieving high customer satisfaction rates. Skilled in conflict resolution and active listening, I consistently exceeded performance metrics, fostering long-term client relationships and enhancing brand loyalty through personalized solutions and exceptional service.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Nordia
05.2024 - Current
- Delivered exceptional customer service to Bell clients by handling high-volume inbound calls related to account inquiries, billing issues, service changes, and loyalty offers.
- Analyzed customer concerns and provided customized solutions to retain clients, reduce churn, and promote satisfaction.
- Upsold and cross-sold Bell products and services by identifying customer needs and presenting value-driven options.
- Maintained deep knowledge of Bell’s service offerings, promotions, and policies to accurately inform and guide customers.
- De-escalated complex service issues with empathy and professionalism, resulting in high customer retention rates.
- Consistently met or exceeded monthly KPIs, including customer satisfaction (CSAT), first-call resolution (FCR), and retention targets.
- Documented call details and customer interactions in CRM systems with accuracy and efficiency.
- Collaborated with internal teams to escalate and resolve technical or account-related concerns when necessary.
Customer Service Representative
Rogers
01.2022 - 04.2024
- Engaged with customers through inbound/outbound calls (or in-store interactions) to promote Rogers products and services, including wireless, internet, TV, and home phone plans.
- Assessed customer needs and recommended personalized solutions to increase sales and customer satisfaction.
- Consistently exceeded sales targets and performance metrics, including conversion rate, average revenue per user (ARPU), and product bundling.
- Delivered exceptional customer experience by addressing inquiries, resolving concerns, and building long-term client relationships.
- Educated customers on new promotions, product features, and billing procedures, resulting in improved retention and brand loyalty.
- Accurately processed sales orders, upgrades, and service modifications while maintaining compliance with company policies and procedures.
Education
Business Accountancy
Conestoga College
Kitchener 09.2023
Skills
- Upselling & Cross-Selling
- Target-Driven Performance
- Active Listening
- Conflict Resolution
- Empathy & Patience
- Clear and Professional Communication
- First Call Resolution (FCR)
- Handling Difficult Customers
Languages
English
Timeline
Customer Service Representative
Nordia
05.2024 - Current
Customer Service Representative
Rogers
01.2022 - 04.2024
Business Accountancy
Conestoga College