Gurpreet Kaur
Mernda,Vic
Summary
Highly experienced customer service representative with more than 15 years of customer service experience seeing to contribute to the community with my remarkable customer service skills.Looking for a next role,where I can utilise my experience gained through many years and my passion to provide excellent customer service to help the community.I demonstrated excellent communication/ analytical skills and got zest to learn new things quickly and efficiently.
Overview
19
19
years of professional experience
Work History
Senior resolutions consultant
Origin Energy
03.2014 - 05.2024
- Worked in a fast paced dynamic environment and achieved more than just set kpi's, exceeded customer service excellence by achieving 5 star rating from customers on product review
- On a secondment role in case management worked on complex cases, investigated the issues and responding back to the customers with a resolution in a timely and professional manner building rapport at the same time
- Explored different roles such as universal/ moves/ sales/ solar/digital/case management
- Helped case hotline and assisted peers to reach resolution on the call where they get stuck and provide advise on the call to progress or to raise a case if further investigation required
- Recognised several times for the excellent customer service reviews and following the company procedures at the same time
- Acting as a team player and exceeding KPI's 99% adherence 98% accuracy 100% call quality
Customer resolutions
Origin Energy(Aegis)
06.2011 - 04.2014
- Worked as a high bill and dispute resolutions specialist
- Helped customers on wide range of complex/simple enquiries and reaching first call resolution
- Worked on high bills/ bills corrections developed excellent accuracy and numeracy skills
- Sending/receiving documents online or on SAP like council rates notices to change the supply addresses, bills, lease agreements etc and fix whats required in a timely manner
- Helped peers with their enquiries and stayed back when requires during busy periods to help the call queues
- Worked as a mentor, trained new staff by being a call buddy and providing constructive feedback
- Recognised by company for helping existing/new peers by floor walking and taking escalations
Customer service representative
UCMS(AGL)
07.2008 - 07.2009
- Resolved customer enquiries related to moves and high bills
- Retained many customers and provided excellent services to existing ones
Sandwich artist
Subway
08.2005 - 07.2008
- First hand experience on cash handling and serving customers
- Supervised and trained new staff
Education
Advanced diploma - Tourism and hospitality
Melbourne institute of Tourism and Hospitality
Masters - English literature(Honours in English)
SCD Govt. College
LudhianaCertificate IV - Business
Knowledge Space
Victoria 06.2016
Skills
- Problem-solving
- Attention to detail
- Team leadership & development
- Client relationships
Professionalpreface
Highly experienced customer service representative with more than 15 years of customer service experience seeing to contribute to the community with my remarkable customer service skills. Looking for a next role, where I can utilise my experience gained through many years and my passion to provide excellent customer service to help the community. I demonstrated excellent communication/analytical skills and got zest to learn new things quickly and efficiently.
References
Shradha Thakur, Applications Support Specialist, City Of Whittlesea, 0452181614
Activities
I enjoy sport, traveling, listening to music and sharing a great meal with friends and family.
Languages
Hindi
Full Professional
Punjabi
Full Professional
English
Full Professional
Timeline
Senior resolutions consultant
Origin Energy
03.2014 - 05.2024
Customer resolutions
Origin Energy(Aegis)
06.2011 - 04.2014
Customer service representative
UCMS(AGL)
07.2008 - 07.2009
Sandwich artist
Subway
08.2005 - 07.2008
Advanced diploma - Tourism and hospitality
Melbourne institute of Tourism and Hospitality
Masters - English literature(Honours in English)
SCD Govt. College
Certificate IV - Business
Knowledge Space
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