Simrit Kwatra
Kitchener,ON
Summary
Strategic Marketing Communications graduate with a zeal to grow skills in the field of marketing. Passionate about Advertising & Media industry and keenly interested in learning the ongoing trends of paid and organic Ads using different Social Media Platforms. Detail driven individual with excellent communications and interpersonal skills in addition to advance knowledge of Microsoft tools (Excel, PowerPoint & Word) and Google Suite.
Overview
4
4
years of professional experience
Work History
Apple Care Senior Advisor
APPLE, PAYROLL, Kelly Connect
04.2022 - Current
- Providing technical support for Apple home products and services
- Troubleshooting and resolving customer issues over phone, email, and chat
- I am highest level of technical support and serve as a point of escalation for any hardware or software issues
- Documenting customer interaction and resolution in our CRM system
- Working effectively in a team environment to achieve team and individual goals.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Identified issues, analyzed information and provided solutions to problems.
- Gained extensive knowledge in data entry, analysis and reporting.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
Team Lead
SHOPPERS DRUG MART ONLINE SUPPORT
09.2021 - 02.2022
- Trained and prepared call center representatives to respond to customer questions and provide excellent customer service experience
- Ensured agents understand and comply with call center objectives, performance standards, and policies
- Coached agents on daily, weekly, and monthly basis for quality improvement
- Identified operational issues and recommended possible improvements
- Conducted supervisor interaction audits
- Monitored and evaluated agent’s performance and provided coaching.
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
Capstone Project
BLUE CANOE CONSULTING
KITCHENER, ON
05.2021 - 08.2021
- Organized supportive data and scheduled timely meetings using Microsoft calendar with the client by providing information and answering questions
- Displayed math proficiency by proposing realistic social media budget in Microsoft Excel with the goal to create brand awareness on YouTube, LinkedIn, Instagram, and Facebook and created budget summaries
- Conducted media research to analyze the latest marketing trends to generate effective communication strategy
- Prepared and delivered multiple detail-oriented presentations to the client using Microsoft PowerPoint within deadline.
Marketing Coordinator
SHRIRAM CITY UNION FINANCE LTD
08.2019 - 12.2019
- Managed contracts with local clients and assisted in the development and implementation of the company’s brand strategy
- Coordinated with PR partners, sales, and marketing departments to communicate tactical aspects and marketing ideas to achieve the goals of the organization and generate Return on Investment (ROI)
- Conducted market research to evaluate consumer behavior, competitors’ strategy, and prepared monthly reports by collecting, analyzing, and summarizing monthly sales
- Crafted messages to communicate with internal and external stakeholders to position brand, events, and clients.
Education
Strategic Marketing Communication
CONESTOGA COLLEGE
08.2021
Bachelors in arts -
PUNJABI UNIVERSITY
06.2019
Skills
- Superior Verbal, Written and presentation Skills
- Creative Thinking and Quantitative
- Skills
- Decision Making and People’s Management
- Customer Service
- Proficiency in MS Office
- Technical proficiency
- Performance oriented
- Reliable and Adaptable
- Complaint resolution
- Technical Support
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Apple Care Senior Advisor
APPLE, PAYROLL, Kelly Connect
04.2022 - Current
Team Lead
SHOPPERS DRUG MART ONLINE SUPPORT
09.2021 - 02.2022
Capstone Project
BLUE CANOE CONSULTING
05.2021 - 08.2021
Marketing Coordinator
SHRIRAM CITY UNION FINANCE LTD
08.2019 - 12.2019
Strategic Marketing Communication
CONESTOGA COLLEGE
Bachelors in arts -
PUNJABI UNIVERSITY
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