RAJVIR KAUR
Xero
Tarneit,Australia
1
Language
11
years of professional experience
Customer service professional with expertise in SaaS, skilled in building client relationships and enhancing customer satisfaction. Focused on quality, speed, and process optimization to drive company success. Experienced in developing partnerships and fostering business growth.
Work History
Customer Experience Specialist
2 Years- Provided quality service to customers by accurately resolving issues and queries within targeted response times using Salesforce case management system or telephone, in junction with AI systems.
- Take ownership of enquiries and manage them through to resolution, ensuring Customers are kept up-to-date at all times.
- Communicate outcomes to customers simply, but effectively, ensuring that they are satisfied with the outcomes.
- Escalate any issues that require escalation, whilst making sure that the customer is kept up-to-date as the case is escalated.
- Ensure that all case details are captured fully and accurately using case management applications.
- Achieve agreed targets, such as quality and productivity targets.
- Participate in proactive call campaigns to ensure our customers are getting the most out of Xero.
- Identified and shared opportunities to enhance customer service and streamline internal processes.
- Maintained current knowledge of company changes and training to consistently deliver effective service to customers.
- Assisted team on help channels and provided coaching and training to new team members.
- Upskill and participate in new pilots and testing to continuously improve skills and deliver best performance while providing feedback to the wider team to enhance the new systems.
Support Specialist
1 Year 2 Months- Providing excellent technical support and customer service to our customers, via email, phone and chat.
- Applied systematic troubleshooting methods to resolve customer issues to quickly and efficiently.
- Identified the source of customer issues and provided a prompt and appropriate solution.
- Accurately documented and tracked customer interactions and resolutions customer issues and resolutions.
- Properly documenting and tracking customer issues and resolutions.
- Collaborated with team leaders to address day-to-day situations enhancing customer experiences.
- Providing hardware & software assistance to customers.
- Converted issues into tickets and escalated to dedicated teams.
- Attended team meetings to discuss updates and strategies and kept an an eye on the updates to provide the best assistance.
- Utilizing internal communication channels to reach out to seniors whenever required and keeping the database up to date.
- Responding to tickets within SLAs and utilizing internal and external knowledge bases to best assist with client.
Retail Associate
8 Months- Greeting customers and assisting them in choosing products.
- Providing product details and all relevant information such as how to use and care for products.
- Cash handling, EFTPOS, processing sales and handling till operations.
- Handling customer complaints and responding to their inquiries.
- Handling customer complaints and responding to their inquiries.
- Tracked and analyzed performance metrics to achieve KPIs. and organizational goals and targets.
- Achieving KPIs and organizational goals and target.
- Managed cash handling, EFTPOS transactions, and processed sales for efficient till operations.
Content Writer
3 Years 3 Months- Utilized exceptional writing, editing, and proofreading skills to produce engaging and error-free content.
- Edited and proofread content to confirm proper grammar, quality, and consistency with AP style.
- Promoted and marketed works through social media platforms to increase audience engagement.
- Edited and proofread drafts of client applications and other documents.
- Selected cover photography, artwork, and fonts, and arranged designs to enhance appeal for target readership.
- Organized multiple projects simultaneously to ensure timely completion.
- Chose cover photography or artwork, selected fonts and arranged designs to attract target readership.
- Edited and proofread content for proper grammar, quality, and alignment with AP style to maintain professional standards.
Junior Analyst
1 Year- Investigated system issues and implemented resolutions, minimizing downtime and enhancing system reliability.
- Participated in internal audits and feedback regarding quality management system.
- Practiced and utilized new software and Interactive User Guidelines to provide best back-end resolutions for clients.
- Practiced and utilized new software and Interactive User Guidelines to provide best back-end resolutions for clients.
- Participated in sales operations such as sales pitches and offering best product to clients.
- Managed customer inquiries and complaints for Comcast's USA operations. such as complaints, requests and inquiries of customers from USA based Comcast company (Xfinity).
- Kept detailed daily logs of customer inquiries using specific software. Kept detailed daily logs of inquiries taken using specific software
- Worked along with team members and achieving team targets of quick and satisfactory performance
- Participated in sales operations such as sales pitch and offering the best product to clients.
- Staying up to date with the technological requirements, software updates and maintaining communication within the team.
Administrative Assistant
1 Year 8 Months- Updated Managing Director on upcoming events to ensure preparedness.
- Compiled performance reports and discussion plans for meetings to facilitate informed decision-making.
- Performing official tasks such as preparing documents and managing software/hardware
- Preparing performance reports and discussion plans for meetings.
- Providing technical support to staff.
- Maintaining official records and client information on Microsoft Office (Excel, PowerPoint and Word)
- Managed email promotions by creating and scheduling campaigns to engage target audiences.
- Email promotion and management.
- Maintaining official records and client information on Microsoft Office (Excel, PowerPoint and Word)
Education
Diploma of Leadership & Management - Electrical, Electronics and Communications Engineering
Relevant Courses: Lead and manage team effectiveness, Manage Quality Customer Service, Manage Diversity in the Workplace, Manage Budget and Financial Plans, Manage Personal Work Priorities and Professional Development, Ensure a Safe Workplace for a Work Area, Lead and Manage Effective Workplace Relationships
Bachelor of Technology - Electronics & Communications Engineering
Relevant Courses: Enterprise Resource Planning, Management Practices and Organizational Behavior, Computer Networks, Wireless Networks and Communications, Database Management Systems, Analytical Skills, Soft Skills, Communication Skills, Microprocessors and Digital Communication
Diploma of Electronics & Communications Engineering - Electrical, Electronics and Communications Engineering
Relevant Courses: Computer Fundamentals, Telecommunications, Control Systems, Electric Magnetic Fields, Electronics Networks and Devices, Analog and Digital Communications, Consumer Electronics, Electronic Circuits and Designs
Skills
Zendesk
Confluence
Slack and Salesforce proficiency
Zendesk and Salesforce
Technical troubleshooting
CRM systems knowledge
Communication skills
Team coordination
Strong organizational abilities
Experienced with Microsoft Office applications
Customer service strategies
Quick learner
Technical applications
Organizational skills
Patience under pressure
Languages
English, Hindi & Punjabi languages
Interests
Content Reading
Writing
Cooking
Travelling
Interior Decoration
Timeline
Customer Experience Specialist
Xero
2024.08 - CurrentRead More
Support Specialist
Lightspeed
2023.06 - 2024.08Read More
Retail Associate
Michael Kors
2022.10 - 2023.06Read More
Content Writer
Visa valley Immigration and Education Consultants
2019.03 - 2022.06Read More
Junior Analyst
EClerx Services
2017.01 - 2018.01Read More
Administrative Assistant
English Megamind Overseas Consultants
2015.05 - 2017.01Read More
Rayat Polytechnic College
Diploma of Electronics & Communications Engineering from Electrical, Electronics and Communications Engineering
Read More
Rayat Bahra University
Bachelor of Technology from Electronics & Communications Engineering
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Academies Australasia Polytechnic Pty Limited
Diploma of Leadership & Management from Electrical, Electronics and Communications Engineering
Read More