HARJOT KAUR
TRUGANINA,VIC
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
8
8
years of professional experience
Work History
Call Center Representative
Australia Post
10.2023 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
Junior Developer and Customer Service Representive
Horizon IT Solutions
10.2021 - Current
- Performing security and, tasks for Interactive Data Canter
- Coordinating with back-end staff to ensure routine equipment maintenance
- Make daily reports accordingly for management and future record
- Share best practices with team members to enhance the quality and efficiency of customer support and contribute to the knowledge base
- Provide prompt and complete resolution to technical challenges and business issues that have been escalated
- Assisting the Senior Developer with the design, development, deployment, and maintenance of all menu maintenance portal code using Gitlab, API, Visual Studio, C#, MySQL, HTML, CSS, and JavaScript
- In charge of all content deployment for digital menu boards and management training systems
- Participating in daily scrum meetings, sprint planning, unit testing, and bug fixes
- Working closely with the QA and Product Management teams as well as other developers to ensure quality and punctual software development
- Working with the Buy groceries app which enhanced my problem-solving skills by solving issues clients sometimes have with the app
- Participated in building and maintaining the company’s website with java scripts and .net developer.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Updated customer accounts, addresses and contact information within call management databases.
Professional Year Program
Performance Education
07.2020 - 09.2021
- Established professional relationships with team members and coaches.
- Developed training and exercise programs to meet individual requirements and team play strategies.
- Developed and implemented rigorous practice routines to enhance player skills and promote teamwork.
- Communicated rules and expectations to student-athletes and performed necessary corrective actions.
- Attended training sessions, enhancing tutoring practices and techniques.
- Sent and received emails and solve queries on-call and off-call.
Call Center Representative
Bendigo Bank
01.2018 - 03.2020
- Played an integral role in customer service and overall sales numbers
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Educated customers on special pricing opportunities and company offerings.
- Answered phones and record detailed messages
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Customer Service Representative
Melbourne Cricket Ground
12.2016 - 01.2018
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Operated cash registers to handle both cash and card transactions, providing customers with appropriate change and receipts.
- Welcomed and thanked guests to demonstrate appreciation for patronage.
- Provided exceptional service that reflected restaurant standards and core values.
- Set tables for upcoming meals by following food service guidelines.
- Demonstrated proficient knowledge of menus, services and promotions to assist customers and team members.
Education
Bachelors of Information Technology And Systems - Application Development
Victorian Institute of Technology
12.2019
Skills
- Creative Problem Solving
- Courteous with Strong Service Mindset
- Customer Data Confidentiality
- Building Customer Trust and Loyalty
- Calm and Professional Under Pressure
- English Fluency
- Issue and Complaint Resolution
- Efficient and Detail-Oriented
- Customer Retention Strategies
- Customer Account Management
- Translation and Interpretation Services
- Transaction Processing
- Multitasking and Prioritization
- Customer Service
- Data Entry
- Project Management Abilities
- High-Energy Attitude
- Clerical Support
- Call Center Operations
- Microsoft Office Expertise
- Quality Assurance Controls
- Customer Relations
- Problem-Solving Abilities
- Retail Sales Customer Service
- Store Maintenance
- Inbound and Outbound Calling
Timeline
Call Center Representative
Australia Post
10.2023 - Current
Junior Developer and Customer Service Representive
Horizon IT Solutions
10.2021 - Current
Professional Year Program
Performance Education
07.2020 - 09.2021
Call Center Representative
Bendigo Bank
01.2018 - 03.2020
Customer Service Representative
Melbourne Cricket Ground
12.2016 - 01.2018
Bachelors of Information Technology And Systems - Application Development
Victorian Institute of Technology
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