Customer Service
PAWANDEEP KAUR MALLI
777, Hockley avenue, 411, Langford, Victoria, BC V9B2V5 •------------ • ------------
Professional Summary
Customer service professional skilled in training staff and establishing rapport with clients. Self-motivated with exceptional communication and computer abilities. Proficiency at grasping new business concepts quickly and utilizing the same in a productive manner. Ability to maximize delivery as a team player. Endowed with keenness and aptitude for self-learning. Have a passion for result oriented approach.
Skills
• Motivated team player
• Client relations strength
• Skilled problem solver
• Fluent in English, Punjabi, Hindi, Marathi
• People-oriented • Quick learner
• Goal-oriented
• Active listening skills
• Strong interpersonal skills
• Customer’s single point of Contact
Work History
Store Associate, 06/2019 till date; Part-time
TJX Canada
• Greeted customers, helped locate merchandise and suggested suitable options.
• Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction.
• Balanced and organized cash register by handling cash, counting change and storing coupons.
• Supported loss prevention goals by maintaining accurate drawers and monitoring shopper behavior.
Customer Service Manager, 09/2017 to 12/2018; Full-time
SBI General Insurance Company Ltd – Mumbai, Maharashtra
• Being a point of escalation for all customer service issues and feedback.
• Addressed incoming customer inquiries and offered productive solutions that increased customer satisfaction.
• Ensuring a high level of customer excellence at all time using performance improvements techniques and principles to continuously improve customer satisfaction.
• Crafted training materials and ran on-boarding sessions to train incoming team members.
• Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
• Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
• Handled team of 7 people and their performance management
Customer Relationship Manager, 08/2014 to 08/2017 ; Full-time
ICICI Lombard (GIC) Ltd – Mumbai, Maharashtra
• Handling Insurance Online issues of the customers and providing end to end resolution to the customers by co-coordinating with other departments.
• Handling Service Quality Issues escalated to higher management.
• Assisting the team in Root Cause Analysis for escalated issues.
• Created activities and engagements to enhance customer experience, knowledge and patronage.
• Developed and implemented standards for staff to provide consistent service to customers.
• Directed personnel training and mentored team members to promote productivity, accuracy and commitment to friendly service.
• Experienced with customer relationship management (CRM) system.
• Completed documentation and logs each day and generated weekly reports detailing activities.
Transport Coordinator, 07/2010 to 07/2014; Full-time
Jaspal Roadlines
• Coordinating with clients for shipments and payments.
• Update and provide tracking information to customers as well as to internal managers.
• Monitor and report driver issues such as accidents, safety concerns or licensing issues.
• Negotiate contracts with outside transportation companies.
• Handle customer complaints and investigate delivery issues.
• Oversaw transportation of goods daily by coordinating personnel and developing efficient routes and workload schedules.
Administration Assistant, 06/2009 to 06/2010 ; Full-time
Victore Ships Line Pvt Ltd
• Schedule and coordinate meetings, interviews, appointments, events and other similar activities for supervisors, which also include travel and lodging arrangements.
• Composed internal memos and external correspondence for senior management and reviewed all documentation to eliminate errors.
• Coordinated domestic and international travel arrangements, including booking airfare, hotel and ground transportation.
• Prepared weekly employee work schedules for team members ensuring all shifts received adequate coverage.
• Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff, assisting visitors and resolving a range of administrative problems and inquiries.
Education
Masters in Global Management: Management, Expected in 11/2020
Royal Roads University - Sooke Road
Bachelor of Management Studies: Business Management, 06/2009
ICLE"S MJ College - Mumbai
PAWANDEEP KAUR MALLI
777, Hockley avenue, 411, Langford, Victoria, BC V9B2V5 •------------ • ------------
Professional Summary
Customer service professional skilled in training staff and establishing rapport with clients. Self-motivated with exceptional communication and computer abilities. Proficiency at grasping new business concepts quickly and utilizing the same in a productive manner. Ability to maximize delivery as a team player. Endowed with keenness and aptitude for self-learning. Have a passion for result oriented approach.
Skills
• Motivated team player
• Client relations strength
• Skilled problem solver
• Fluent in English, Punjabi, Hindi, Marathi
• People-oriented • Quick learner
• Goal-oriented
• Active listening skills
• Strong interpersonal skills
• Customer’s single point of Contact
Work History
Store Associate, 06/2019 till date; Part-time
TJX Canada
• Greeted customers, helped locate merchandise and suggested suitable options.
• Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction.
• Balanced and organized cash register by handling cash, counting change and storing coupons.
• Supported loss prevention goals by maintaining accurate drawers and monitoring shopper behavior.
Customer Service Manager, 09/2017 to 12/2018; Full-time
SBI General Insurance Company Ltd – Mumbai, Maharashtra
• Being a point of escalation for all customer service issues and feedback.
• Addressed incoming customer inquiries and offered productive solutions that increased customer satisfaction.
• Ensuring a high level of customer excellence at all time using performance improvements techniques and principles to continuously improve customer satisfaction.
• Crafted training materials and ran on-boarding sessions to train incoming team members.
• Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
• Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
• Handled team of 7 people and their performance management
Customer Relationship Manager, 08/2014 to 08/2017 ; Full-time
ICICI Lombard (GIC) Ltd – Mumbai, Maharashtra
• Handling Insurance Online issues of the customers and providing end to end resolution to the customers by co-coordinating with other departments.
• Handling Service Quality Issues escalated to higher management.
• Assisting the team in Root Cause Analysis for escalated issues.
• Created activities and engagements to enhance customer experience, knowledge and patronage.
• Developed and implemented standards for staff to provide consistent service to customers.
• Directed personnel training and mentored team members to promote productivity, accuracy and commitment to friendly service.
• Experienced with customer relationship management (CRM) system.
• Completed documentation and logs each day and generated weekly reports detailing activities.
Transport Coordinator, 07/2010 to 07/2014; Full-time
Jaspal Roadlines
• Coordinating with clients for shipments and payments.
• Update and provide tracking information to customers as well as to internal managers.
• Monitor and report driver issues such as accidents, safety concerns or licensing issues.
• Negotiate contracts with outside transportation companies.
• Handle customer complaints and investigate delivery issues.
• Oversaw transportation of goods daily by coordinating personnel and developing efficient routes and workload schedules.
Administration Assistant, 06/2009 to 06/2010 ; Full-time
Victore Ships Line Pvt Ltd
• Schedule and coordinate meetings, interviews, appointments, events and other similar activities for supervisors, which also include travel and lodging arrangements.
• Composed internal memos and external correspondence for senior management and reviewed all documentation to eliminate errors.
• Coordinated domestic and international travel arrangements, including booking airfare, hotel and ground transportation.
• Prepared weekly employee work schedules for team members ensuring all shifts received adequate coverage.
• Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff, assisting visitors and resolving a range of administrative problems and inquiries.
Education
Masters in Global Management: Management, Expected in 11/2020
Royal Roads University - Sooke Road
Bachelor of Management Studies: Business Management, 06/2009
ICLE"S MJ College - Mumbai