Gurdeep Kaur

Experience

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  Tata Business Support Services Limited

  Mar 2013 - Apr 2017

  Customer Service Representative

  • Resolved over 100 customer inquiries everyday via phone and email, maintaining a 98% satisfaction rate and reducing average handling time by 20%.• Educated customers on product usage and features, resulting in a 15% increase in customer confidence and a 10% decrease in repeat inquiries.• Analyzed and resolved multiple technical issues monthly, achieving a first-call resolution rate of 85% and boosting team performance metrics by 10%• Conducted follow-ups with customers to ensure issue resolution, driving a 12% increase in retention and loyalty scores.• Updated and maintained customer data with 100% accuracy in CRM systems, enabling seamless access to records and improving operational efficiency by 25%.• Leveraged in-depth product knowledge to reduce average resolution time while maintaining accuracy rate. Show less

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  Concentrix

  Aug 2017 - Dec 2022

  Senior Customer Service Representative

  • Resolved 80+ customer inquiries daily via chat and email, achieving a 95% customer satisfaction rate and 90% first-contact resolution rate.• Mentored and coached new team members, improving their average resolution time by 20% and customer satisfaction scores.• Spearheaded cross-functional collaboration to implement process improvements, reducing average response time 10% and increasing overall service efficiency.• Analyzed customer complaint patterns, identifying recurring issues and proposing solutions that reduced related support tickets 25%.• Developed and implemented a knowledge-sharing system, resulting in improvement in team performance and a 25% reduction in escalation resolution time. Show less