Simran Kaur Sumlouk
Wyndham Vale ,Vic
Summary
Dynamic professional with extensive experience at Tata Consultancy Services, excelling in customer service and conflict resolution. Proven track record of enhancing customer satisfaction and loyalty through effective complaint handling and active listening. Skilled in CRM software and team development, driving process improvements and fostering a collaborative work environment.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Tata Consultancy Services
10.2022 - Current
- Worked for Telstra Under TCS played crucial role in assisting customers within telecommunication sector. Handled variety of inquiries including upgrading technology, 3G , 5G, FTTP,FTTC, FTTN, HFC, Opticom, Velocity, NBN, Payment Assistance and Digital Activations.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Workflow Manager
B&M Tiling Services Pty Ltd
03.2018 - 09.2022
- Drove innovation within the department by fostering an environment of continuous learning and exploration, empowering team members to contribute ideas for process improvements.
- Established clear expectations and goals for team members, fostering accountability and enhancing performance outcomes.
- Enhanced collaboration among team members with regular meetings and clear task delegation.
- Improved workflow efficiency by analyzing and optimizing processes within the department.
- Provided expert guidance on workflow optimization strategies during key decision-making processes at both the departmental and organizational levels.
- Boosted resource utilization through effective allocation of personnel, technology, and equipment based on project requirements.
- Monitored performance metrics to assess the effectiveness of implemented changes, making adjustments as needed for continuous improvement.
Store Manager
B&M Tile& Stone
05.2016 - 02.2018
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Completed point of sale opening and closing procedures.
Education
Bachelors Of - Accounting
Victoria University
Melbourne, VIC05.2018
High School Completion -
Saint Thomas Senior Secondary School
Punjab, India06.2014
Skills
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Payment processing
- Appointment scheduling
- Order processing
- Administrative support
- Live chat support
- CRM software
- POS systems expert
Refrences
Jaypreet- Store Manager- B&M Tile and Stone- +61 405 034 993
Robin- Team Leader- Tata Consultancy Services- +61 431 005 123
Timeline
Customer Service Representative
Tata Consultancy Services
10.2022 - Current
Workflow Manager
B&M Tiling Services Pty Ltd
03.2018 - 09.2022
Store Manager
B&M Tile& Stone
05.2016 - 02.2018
Bachelors Of - Accounting
Victoria University
High School Completion -
Saint Thomas Senior Secondary School
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