Gurpreet Kaur Email & Phone Number

Kitchener, Ontario, Canada

California, United States

• Aligned business needs with technological solutions to enhance product performance, integrating mobile apps, e-commerce, POS, and customer engagement platforms.
• Implemented projects based on data analysis, leading to a 30% decrease in regional ticket volume, an 80% reduction in resolution time, and an improvement of over 80% in positive survey responses.
• Utilized Salesforce to analyze data on deactivated accounts, identifying pain points, and suggesting improvement opportunities, bringing back over 200 customers within 4 months.
• Collaborated with the L&D team to analyze CRM data, designed Tier 3 workflow using Figma, and implemented processes to address known issue types while prioritizing top drivers of customer dissatisfaction.
• Implemented call flow metrics for the QA team supported by survey data, resulting in a 30% enhancement in customer satisfaction surveys and an 80% improvement in agent performance.
• Implemented an internal feedback program, successfully raising survey submissions from 40% to 70% through proactive follow-ups and action plans with team leads to address raised issues in the US and Canada region.

Greater Toronto Area, Canada

• Record of 98% client satisfaction rating in providing technical support and training on LMS and all Operating Systems, Google products, Office 365, Zoom, security systems, internet browsers, and end-user devices.
• User administration in cloud platform like MS Azure AD, Google Workspace, and RDP and MFA configuration along with identity management in Azure Active Directory.
• Evaluated call, email, and chat flow of agents and recommended improvements strengthening the agent's overall skills and productivity by 20% daily.

Toronto, Ontario, Canada

• Ensure the store achieves its objective and KPI goals by analyzing the Salesforce dashboard for sale targets.
• Strengthen the online orders process to pack 40 orders an hour to increase sales and allowable hours to associates and reduce orders rejection to less than 3%.
• Balance and execute company policies, procedures, shrink/loss prevention, health and safety, payroll, CCTV audit, reports, and schedule.
• Collaborate with the store manager and assistant store manager with visual setup, Gantt planning, strategize priorities, and necessary employee training on RCL Campus, Think LP Case Management app.

PEI

• Maintain and develop internal support and suitable customer service standards.
• Discuss and explain feedback with agents in regular meetings.
• Create strategies and Job aids to improve the agent's quality score.
• Report and monitor customer service performance on the agent and provide trend and actionable data to the site management team.
• Participate in calibration sessions to maintain consistency in internal evaluations.

PEI

• Train representatives to respond to customer inquiries regarding products and services.
• Monitor and coach agents to enhance performance and taking corrective action, if necessary.
• Coordinate with the quality assurance team to maintain call center standards and policy procedures.
• Anticipate escalation and take over calls when needed.

Charlottetown, Prince Edward Island, Canada

• Handling customer inquiries and complaints over-the-phone or chat while managing their accounts, processing and shipping orders, and necessary follow-ups for exceptional customer service.
• Keep records of all conversations in the customer accounts database in a comprehensible way.
• Resolving issues with the strategic ability to listen, relate, and empathize with people of varying personalities and to negotiate for a win-win solution.
• Frequently attend team meetings to improve product knowledge and performance level.

Mississauga

• Perform price reviews and maintain pricing signage.
• Delegate duties to floor associates as required to meet the daily objectives.
• Audit and review procurement, data entry for labels, and preparation of weekly plans.
• Review daily reports with the Manager regarding pricing status, meetings, and other queries.

Mississauga, ON

• Assist customers with their shopping needs and respond to different inquiries regarding products, deliveries, services, and complaints over-the-phone or in-person.
• Process customer sales and returns and maintain customer records.
• Responsible for paging messages and re-directing calls to different departments using the call transfer phone system.
• Follow-up with team, managers, and customers to provide an update of orders and problems
• Complete online orders.

Mississauga, ON

• Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
• Operating the cash register and handling cash transactions with customers
• Issuing receipts, bills, refunds, change, redeem coupons, and accept payment
• Make sales referrals, cross-sell products, and introduce new ones
• Resolve customer complaints, guide them and provide relevant information with a positive attitude
• Providing accurate and appropriate information in response to customer inquiries via phone.

Bachelor Of Commerce, Business Technology Management

Diploma, Computer Programming

• Use documented solutions to troubleshoot problems associated with software installation and customization. • Develop, test, document.