Sukhpreet Kaur

To seeking a Career that is more innovative, interesting and a job that gives me opportunity to learn and enhance my skills and strength in conjunction with company goals and objective.

• Customer Support
• Supported a team of leading logistics and retail organization with technical guidance and approved preventive measures to solve client queries and issues.
• Monitored random communications and shared feedback to improve quality & maximize team productivity.
• Provided front line technical support via calls, chats, email, and remote desktop modes.
• Developed methodologies in conjunction with different business verticals to deliver superior customer experience.
• Focused on gain sharing program directed towards performance improvement in specific domains.
• Promoted upselling of products and services while keeping focal point on highest degree of resolution rate.
• Client Success Management
• Created and administered client life cycle process, starting from the initial sale through all phases of implementation.
• Formulated strategies for de-escalating customer accounts, with additional responsibilities risk mitigation.
• Successfully managed multiple projects across different business verticals for enterprise clients.
• Operations Management
• Collaborated with cross functional teams to analyze, investigate, and diagnose root cause of problems, as well as completion of corrective actions.
• Managed Service Delivery.
• Conducted training sessions and led on-boarding process to ensure success rate.
• Formulated and maintained KPIs including Quality, Resolve Rate, Net Promoter Score & Average Handling Time.
• Client Relationship Management
• Identified improvement areas & implemented measures to maximize customer satisfaction levels.
• Prepared escalation matrix for prioritized conflict resolution.
• Set out quality standards for various operational areas, ensuring a high-quality client experience while adhering to schedules and organizational processes.