Harpreet Kaur
Hamilton ,New Zealand
Summary
I am customer-centered and friendly professional with background of maintaining customer satisfaction and contributing to company success goals. Results-oriented Customer Service professional commended for exceptional customer satisfaction ratings, speedy resolutions and consistent availability. Accustomed to using tactful communication and active listening to creatively solve problems achieve positive outcomes.
I am a dedicated and hardworking individual with an ambition to succeed. I have a clear, logical mind with a practical approach to problem-solving and a drive to see things through to completion. I am outgoing and friendly with the ability to confidently and comfortably build rapport with people from all walks of life.
Overview
8
8
years of professional experience
Work History
Senior Customer Service Representative
New Zealand Transport Agency
Hamilton , Hamilton
06.2023 - Current
- Take customer calls adopting a first contact resolution approach by providing clear, accurate, timely, and comprehensive responses to queries and concerns.
- Respond to a range of customer inquiries from multiple delivery channels, such as phone, email, fax, and social media.
- Proactively keep up to date with any changes to legislation, regulatory requirements, and specialist customer-facing knowledge and processes.
- Provide correct, up-to-date advice and information to customers that is focused on adding value and education.
- Resolve complaints and issues in the first instance, and when required, recognize the need to escalate complaints/risks to the leader.
- Manage and prioritize time effectively to ensure that customer inquiries are dealt with in a timely manner.
- De-escalate situations involving dissatisfied customers, offering patient, empathetic assistance and support.
- Make good judgments and/or quick decisions within delegated authority that meet Waka Kotahi's needs.
- Display understanding and empathy to customers, balancing customer service with the needs of Waka Kotahi and regulatory requirements.
- Keep comprehensive and accurate records of all customer interactions.
- Participate and contribute to, and through, change by thinking, acting, and advocating for the change.
- Adhere to all health, safety, and wellbeing policies and procedures.
Customer Service Representative
TSB Living ltd
08.2022 - 12.2022
- Processing orders and transactions
- Resolving issues and troubleshooting technical problems
- Delivering information about a company's offers
- Providing proactive customer outreach
- Handling customer complaints
- Collecting and analyzing customer feedback
- Answering questions about company's products or services.
Office Manager
New Zealand Sikh Women's Association
03.2020 - 07.2022
- Co-ordinate to recruit and train new staff
- Follow health and safety at all times
- Allocating duties to staff and monitoring their performance
- Managing records and files of the organization
- Responsible for managing and ordering new office supplies and stationaries
- Developing and implementing effective promotional strategies
- Liaising with various government departments, and Social Organizations and other professionals to develop effective networking.
Program Administrator
New Zealand Sikh Women's Association
01.2018 - 01.2020
- Monitoring and mentoring staff for various projects
- Recording and filling paperwork and documents related to projects
- Collaborating with other professionals
- Making direct interactions with clients and participants to get feedback from them
- Overall management of projects which includes developing new projects, running projects
- Ensure all project supplies and resources are available.
Part time Office Administrator
New Zealand Sikh Women's Association
08.2016 - 01.2018
- Welcoming and directing clients and other visitors
- Receiving and answering phone calls and emails in a professional manner
- Managing calendar and diaries for senior staff members
- Following standardized organization procedures to all aspects of office performance
- Maintaining suitable and sufficient office stationeries and supplies
- Updating databases with confidential and relevant information
- Managing meetings and confirming attendance by email and memos where applicable.
Education
New Zealand Diploma in Business Level 6 -
Edenz Colleges
Auckland Central01.2017
National Diploma in Business Level 5 -
International Academy of New Zealand
Auckland CentralSenior Secondary Education -
Punjab School Education Board
IndiaMatriculation Qualification -
Punjab School Education Board
IndiaSkills
- Strong work ethic
- Commitment
- Quick learner
- Reliable and trustworthy
- Excellent time management
- Believe in team work
- An eye for detail
- Escalation management
- Call Control
- Customer Support
- Conflict Management
- Quality Assurance
- Complaint resolution
- Staff Training
Languages
- English
- Hindi
- Punjabi
- Fiji Hindi
References
Available on request
Trainingsandseminarsattended
- Attended two-day awareness workshops on sexual exploitation of children on 22nd June, 2018 and commercial sexual exploitation of children on 4th July 2018 ran by ECPAT Child Alert.
- Participated in 'Creative Journaling - Arts Therapy for wellbeing' workshop held by Family First Welfare Trust.
- Attended 'Working Together for Vulnerable Kids' Seminar Hosted by Child Youth and Family on 27th October, 2016
Timeline
Senior Customer Service Representative
New Zealand Transport Agency
06.2023 - Current
Customer Service Representative
TSB Living ltd
08.2022 - 12.2022
Office Manager
New Zealand Sikh Women's Association
03.2020 - 07.2022
Program Administrator
New Zealand Sikh Women's Association
01.2018 - 01.2020
Part time Office Administrator
New Zealand Sikh Women's Association
08.2016 - 01.2018
New Zealand Diploma in Business Level 6 -
Edenz Colleges
National Diploma in Business Level 5 -
International Academy of New Zealand
Senior Secondary Education -
Punjab School Education Board
Matriculation Qualification -
Punjab School Education Board
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