Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Simerjit Kaur

Brampton,ON

Summary

Seasoned Call Center Team Lead familiar with handling customer queries in busy, high-volume environments by applying advanced listening, communication and problem-solving skills to diverse customer concerns. Excellent trainer and coach with 3 years of related experience.

Overview

7
7
years of professional experience

Work History

Production Team Leader

ABC Group Product Development
06.2021 - Current
  • Implemented new training programs for staff, resulting in enhanced skill sets and improved productivity levels.
  • Calibrated machines to maintain required productivity levels and adherence to quality standards.
  • Collaborated with other departments to optimize production workflows.
  • Improved employee morale by fostering a positive work environment through clear communication and supportive leadership.
  • Investigated processing errors and malfunctions, resolving issues with minor machine repairs.
  • Assessed and addressed production bottlenecks, improving overall manufacturing efficiency.
  • Prepared reports and technical documentation of day-to-day production processes.
  • Mentored new employees, providing them with the necessary knowledge and guidance to become effective members of the production team.
  • Developed strong working relationships with suppliers, ensuring timely delivery of materials for uninterrupted production flow.
  • Actively participated in continuous improvement initiatives, contributing valuable insights on process optimization strategies.
  • Self-motivated, with a strong sense of personal responsibility.
  • Production reporting and data analysis.
  • perform inventories as required.

Problem Solver

Amazon
05.2020 - 03.2021
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Spearheaded crisis-management efforts during critical situations, minimizing potential damage to company reputation and bottom line.
  • Leveraged industry best practices to develop and implement process improvements that enhanced overall efficiency levels.
  • Analyzed and understood situation to develop action plan.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Defined problems to make decisions and moved forward to support quick resolution.
  • Sought ways to improve processes and services provided.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Trained staff on operating procedures and company services.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Call Center Team Lead

Teleperformance
07.2017 - 09.2019
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Participated in the recruitment process to identify top talent for call center positions, ensuring a strong foundation for continued success.
  • Handled advanced issues with calm, knowledgeable and professional approach.
  • Implemented new technology solutions that streamlined processes and improved overall efficiency within the call center environment.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Minimized process lags through operations protocols and client account management training.
  • Responded to team support questions quickly to maintain call center efficiency.
  • Trained staff on operating procedures and company services.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Promoted a culture of continuous learning within the team by sharing resources on industry updates and best practices.

Education

Post Graduate Diploma - International Business Management

St. Lawrence College
Kingston, ON
04.2021

Post Graduate Diploma - Project Management

St. Lawrence College
Kingston, ON
08.2020

Bachelor of Science - Non Medical

Punjabi University
Patiala, Punjab, IND
06.2017

Skills

  • Call Center Customer Service
  • Billing Adjustments and Refunds
  • Policy Enforcement
  • Complaint resolution
  • Call Center Operations
  • Customer Relationship Management (CRM)
  • Quality controls
  • Remote Office Availability
  • Teamwork and Collaboration
  • Employee Coaching
  • Understanding Customer Needs
  • Team motivation
  • Production deadline management
  • Warehouse Operations
  • Positive Attitude
  • Inventory and Stocking
  • Teamwork and Communication
  • Quality Assurance
  • Quality Inspections and Reporting
  • Personnel Management
  • Computer Skills
  • Teamwork and Coordination
  • MS Office
  • AS400

Languages

English
Full Professional
Hindi
Native or Bilingual
Punjabi
Native or Bilingual
French
Limited Working

Timeline

Production Team Leader

ABC Group Product Development
06.2021 - Current

Problem Solver

Amazon
05.2020 - 03.2021

Call Center Team Lead

Teleperformance
07.2017 - 09.2019

Post Graduate Diploma - International Business Management

St. Lawrence College

Post Graduate Diploma - Project Management

St. Lawrence College

Bachelor of Science - Non Medical

Punjabi University

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Simerjit Kaur