Harpreet Kour
Auckland,AUK
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Elegant Furniture
07.2023 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Created and maintained detailed database to develop promotional sales.
Team Leader - CRM Operations
Shriram Automall India Ltd.
03.2018 - 06.2023
- Improved CRM operations efficiency by streamlining processes and implementing new technologies.
- Enhanced customer satisfaction by addressing concerns promptly and resolving issues effectively.
- Developed a high-performing team through targeted recruitment, training, and performance management.
- Increased sales revenue with effective upselling and cross-selling strategies in CRM operations.
- Reduced customer complaints by implementing proactive measures to address common issues.
- Optimized workflows for increased productivity, resulting in better overall team performance.
- Implemented data-driven decision-making to enhance the effectiveness of CRM operations.
- Created a positive work environment by fostering open communication and encouraging teamwork.
- Oversaw daily operations, monitoring team activities to ensure adherence to company policies and procedures.
- Spearheaded process improvements initiatives aimed at enhancing overall customer experience within CRM operations.
- Established clear goals for the team, providing direction and motivation towards achieving those objectives.
- Wrote engaging and successful marketing, advertising, and website copy.
- Researched and evaluated potential new markets and products.
- Tracked key metrics and developed spreadsheets and data models.
- Utilized specialized software to capture and process data.
- Developed questionnaires and facilitated focus group discussions.
- Created and distributed surveys for data collection and analysis.
- Managed campaigns for various clients that consistently exceeded sales goals.
- Established and managed relationships with external data providers and research vendors.
- Devised data visualization dashboards to make complex data more accessible to stakeholders.
- Implemented and supervised market research projects from start to finish with focus groups, surveys and interviews.
Education
Master of Commerce - Business Studies
Jammu University
Jammu University 05.2017
Skills
- Product Knowledge
- Report Generation
- Complaint Resolution
- Call Management
- Paperwork Processing
- Data Entry
- Coordination
- Strategic Sales Knowledge
- Sales Closing
- Lead Generation
- Report Creation
- Product Promotion
- Order Processing
- Conflict Resolution
- Call Center Operations
- Microsoft Outlook
- Documentation
- [Software] CRM System Proficiency
- Active Listening
- Computer Proficiency
- CRM Software
- Quality Assurance Controls
- Customer Service
- Multi-Line Phone Talent
- Product Education
- Customer Relations
- Problem-Solving Abilities
- Client Relations
- Product Sales
- Customer Relationship Management (CRM)
- Team Development
- Sales Expertise
- Complaint Handling
- Product and Service Solutions
- Training and Development
- Report Preparation
- Microsoft Word
- Membership Inquiries and Renewals
- Calm and Professional Under Pressure
- Customer Retention Strategies
Accomplishments
Best Customer Service Support ( 2021-2022)
Best Team leader ( 2022- 2023)
Languages
English
Professional Working
Hindi
Full Professional
Punjabi
Full Professional
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Success is not final; failure is not fatal: It is the courage to continue that counts.
Winston S. Churchill
Timeline
Customer Service Representative
Elegant Furniture
07.2023 - Current
Team Leader - CRM Operations
Shriram Automall India Ltd.
03.2018 - 06.2023
Master of Commerce - Business Studies
Jammu University
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