Open to opportunities

Kawalpreet Kaur

@kawalpreetkaur

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Customer-focused Technical Support and Customer Service Representative with 8+ years.

Canada

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What I'm looking for

I am looking for a role that values customer experience and offers opportunities for growth in a collaborative environment.

I am a dedicated Technical Support and Customer Service Representative with over 8 years of experience in resolving complex hardware and software issues while delivering exceptional client experiences. My expertise lies in managing high-volume inquiries through various channels, including voice, chat, and email. I have a proven track record of utilizing CRM platforms like Salesforce and SAP to ensure customer satisfaction and efficient problem resolution.

Throughout my career, I have demonstrated a strong ability to build rapport with customers, employing empathy and effective communication skills to manage escalations professionally. My recent role as a Production and Maintenance Administrator involved overseeing office operations and implementing projects that significantly reduced production downtime. I am passionate about technology and committed to providing a customer-first approach in every interaction.

Experience

Work history, roles, and key accomplishments

Production and Maintenance Administrator

Hartmann Packaging

May 2023 - Present (2 years)

Managed office and workforce operations, including onboarding, scheduling, leave, and attendance tracking. Led the implementation of the POKA project to conduct safety checks, which reduced production downtime by 20%. Monitored compliance with union agreements and ensured efficient communication with stakeholders.

Workforce Management POKA Project Agreements Scheduling Compliance Monitoring

Sales Administrator

Atr Maritan International India Pvt Ltd

Dec 2020 - Present (4 years 5 months)

Provided comprehensive administrative support to senior leadership, managing complex calendars, office operations, and vendor relations. Handled administrative tasks such as scheduling meetings, organizing appointments, and generating purchase orders (POs) in a remote work environment. Conducted five batches of interviews, supervised new employees, and provided training to ensure smooth onboarding

Administrative Support Calendar Management Vendor Relations Remote Work Interviewing Employee Onboarding Training

Quality Analyst

BritishTelecom (BT Global Business Services)

Jun 2017 - Present (7 years 11 months)

Audited customer interactions across multiple platforms to assess compliance, service accuracy, and overall customer satisfaction. Proposed and implemented changes to the knowledge base and decision-support tools, which significantly improved first-call resolution rates by 15%.

Quality Assurance Auditing Service Accuracy Customer Satisfaction Call Resolution Data Analysis

Senior Customer Service Associate

BritishTelecom (BT Global Business Services)

Feb 2016 - Present (9 years 3 months)

Assisted customers with billing inquiries, account management, and technical questions using chat and CRM platforms, consistently achieving team targets by 40%. Demonstrated empathy in high-stress situations while maintaining high productivity and call quality standards. Collaborated effectively with internal technical teams for escalations, ensuring full resolution and positive customer outcomes.

Customer Service Billing Support Account Management Technical Support CRM Platforms Salesforce SAP Customer Escalation Empathy

Education

Degrees, certifications, and relevant coursework

Fleming College

Graduate Certificate, Project Management

Completed a Graduate Certificate program focusing on the principles and practices of project management. Gained expertise in project planning, execution, monitoring, and closing, preparing for leadership roles in various industries.

Punjab College of Technical Education

Master of Computer Applications, Computer Applications

Pursued a Master's degree in Computer Applications, deepening knowledge in advanced computing concepts and software development. Focused on practical applications and theoretical foundations of computer science.

Punjab College of Technical Education

Bachelor of Computer Applications, Computer Applications

Completed a Bachelor's degree in Computer Applications, building a strong foundation in programming, database management, and computer systems. Developed essential skills for a career in information technology.