Kalwinder Kaur Dhillon
Howick,Auckland
Summary
A dynamic professional with more than 15 years of experience in multinational companies both in India and New Zealand in the areas of Process Management, Operations Management, Client Servicing, Quality Assurance & Team Management. My approach to any business is simple; concentrate on the basics & ensure that your customers are happy. I am a keen communicator and team player with excellent relationship management, leadership, analytical and problem- solving skills. Over the last 10 years with NZME Publishing Ltd I have moved into 4 different roles and have experienced the process from Acquisition to Retention and now Operation Support. The time spent in different roles have helped me understand the business better and develop better knowledge of how internal teams work together to generate results.
Overview
20
20
years of professional experience
Work History
Operation Support Administrator
New Zealand Media & Entertainment Ltd
03.2022 - Current
- Provide timely and accurate Monthly reports to internal teams
- Manage all process relate to Retail Account creation and change of ownership
- Manage timetable for all subscriber renewals and overall subscriber and retail invoicing process
- Ensure all Retails credits are processed within agreed timelines
- Generation of various weekly Sales Reports for management, retail sales team, and wider business
- General maintenance of Subscriber and Retail accounts
- Support testing, documentation, and rollout of system upgrades and departmental upgrades
- Manage NZ Post and QAS process ensuring that documentation is submitted in the agreed timeline
- Provide backfill support to Business Insight Manager when required
- Provide Reconciliation and resolve finance related escalated queries for subscribers and retailers
- Contribute to the overall efficiency of the business by handling Finance related queries, complaints, information requests
- Ensuring that NZME customer service function operated in an efficient and effective manner, meeting agreed service levels, and ensuring all customer queries are investigated and resolved.
- Identified bugs and issues within system and applied troubleshooting techniques for mitigation purposes.
- Participated in available trainings to improve software knowledge.
- Examined products for imperfections and defects.
Retention Specialist
New Zealand Media & Entertainment Ltd
07.2019 - 03.2020
- Retention service operates in an efficient manner by investigating and resolving customer queries through reactive communication, negotiating, and recommending appropriate subscriber packages and maintaining customer retention
- Started in APN News & Media as weekend staff and Tele Sales agent
- Over the past 10 years I have transition through different roles within the Contact Centre
- In 2013 moved to Onboard Finance & Retention Specialist in
- NZME
- The role was designed to ensure that the cancellation is minimized during the initial 90 days period of onboarding
- It also laid emphasis on acquiring payments for outstanding accounts to avoid credit control transition and resolving customer queries and complaints
- In 2019 I had the opportunity to join the Retention Team
- Performed customer negotiations to reach fair conclusion for both business and customer
- Explained new products and services to customers
- Analyzed customer feedback and developed new techniques to ensure customer retention
- Received information regarding identified problems and devised responses to satisfy concerns
- Implemented creative solutions to deal with special circumstances
- Ensuring Customer Retention, Sales, First Call Resolution and working with Internal and External teams to provide customer satisfaction
- The new addition of Digital Premium customer has widened the scope of the role.
Customer Support Representative
NZME Publishing Limited
06.2012 - 07.2019
- Connected with customers to address questions and resolve issues through phone and email.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Census Enumerator
Ministry of Justice
02.2011 - 08.2011
- Census Enumeration of District 112 Sub District 11
- Distribution and Collection of Census Forms
- Assisted people in filling out surveys and explained items on survey forms
- Compiled, recorded, and coded information derived from specified forms into predefined databases
- Asked questions pertaining to name, age, religious preference, and state of residency
- Created survey sheets and worked on predefined surveys to gather census information.
Team Leader
Wipro Ltd
01.2004 - 11.2009
- Handling a Team of 20 - 30 FLA's (Front Line Agents)
- Attending weekly client calls
- Oversaw business production processes and reported results to management
- Reviewed customer surveys and evaluations and made necessary adjustments to improve satisfaction
- Driving client CPMs like CSAT, Resolution scores, etc
- Preparing reports for management decision
- Outlier Management
- TNI's for Agent Improvement
- Taking care of CSAT, FCR (First call resolution), TPR (Total
- Problem resolution), AHT and Open cases of Agents
- Answered customer queries and handled complaints
- Delegated daily tasks to team members to optimize group productivity
- Assessed, motivated and empowered team members to work to build customer satisfaction and loyalty, to support retention and growth
- Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries
- Created and distributed monthly, quarterly, and annual reports to management regarding performance
- Monitored team progress and enforced deadlines.
Education
Analytics To Support Managerial Decisions(Level 7) - Business Intelligence
Future Skills Academy
Auckland09.2023
Bachelor/Apprenticeship-Data For Decision Making - Business Intelligence
Future Skills Academy NZ
Auckland, NZ08.2023
Diploma - Business
AWI International Group
Auckland01.2012
Bachelors - Commerce
University of Calcutta
Kolkata India05.2003
High School Degree - Commerce
St. Thomas Girls School
Kolkata India06.2001
Skills
- Persuasion Strategies
- Complaint Handling
- Logical and Methodical
- Customer Relationship Management
- Adaptable to Changing Conditions
- Analytical and Critical Thinking
- Proficient in Microsoft Office packages
- Worked with SQL /JDE/Matrix systems
- Currently pursuing software testing elementary course
- Supporting operations
Timeline
Operation Support Administrator
New Zealand Media & Entertainment Ltd
03.2022 - Current
Retention Specialist
New Zealand Media & Entertainment Ltd
07.2019 - 03.2020
Customer Support Representative
NZME Publishing Limited
06.2012 - 07.2019
Census Enumerator
Ministry of Justice
02.2011 - 08.2011
Team Leader
Wipro Ltd
01.2004 - 11.2009
Analytics To Support Managerial Decisions(Level 7) - Business Intelligence
Future Skills Academy
Bachelor/Apprenticeship-Data For Decision Making - Business Intelligence
Future Skills Academy NZ
Diploma - Business
AWI International Group
Bachelors - Commerce
University of Calcutta
High School Degree - Commerce
St. Thomas Girls School
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