Sonalpreet Kaur, CSM

Experience

• 

  NEEL TECH LIMITED

  Apr 2015 - Aug 2015

  Sales And Marketing Representative

  iCent App- Project for Sheridan College • Working Closely with Marketing department to ensure consistent lead generation • Tracking sales team metrics and Collaborate with IT on sales technology initiatives• Managing Accounts of the Customers and updating the CRM (Sugar CRM)• Creating and Updating website, social media accounts of the company • Creating Promotional materials such as flyers and brochures with InDesign Software

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  Livingston International

  Jul 2016 - Aug 2019

  • Staff Performance Evaluation, Recruiting and Training of staff • Plan, prepare, schedule and control employee hours to meet operational requirements of 7/24 environment • Provided training, guidance, and supervision to 71 agents in 2018.• Provide manager operations with daily reports & as to status of operational service levels and performance standards• Develop processes for improved workflow and increased effectiveness and efficiency• Effectively roll-out new and modified processes/procedures.• Provided onsite training to vendor (60+ agents) in Davao, Philippines • Assist offshore with new process and schedule needs • Investigate and recommend solution to offshore during service failures • Schedule WebEx weekly QA Calibration and service calls with vendor Show less • Provide company-wide first level technical support for all IT requests afterhours• Respond to incoming tickets using helpdesk dashboard (IVANTI) • Document actions and resolutions within helpdesk ticket.• Communicate critical information regarding systems interruptions and problems to end users with the help of Livingston IT Notification• Train user-support after-hours agents in basic IT procedures and troubleshooting• Ensuring that all issues are dealt with in priority and based on level of impact on the business. • Troubleshoot technical issues and escalate concerns Show less

  • Supervisor -Carrier Contact Centre/User Support Afterhours/ Client Financial Services Afterhours

    Mar 2018 - Aug 2019

  • Team Lead - Carrier Contact Centre/User Support Afterhours

    Jul 2017 - Mar 2018

  • User Support Technician Afterhours

    Jul 2016 - Jul 2017
• 

  Pearl Technologies Ltd

  Aug 2019 - now

  - Gathering both functional and non-functional requirements based on interactions with process owners and stake holders- Documenting, Testing, Debugging of Business Process Solutions and working with RPA developers to implement them with Uipath and Selenium-Gathering business requirements and clearly document them in order to our RPA development teams to deploy automation projects in an optimal manner- Document Workflow processes, Creating design, Testing of Power Apps to streamline and accelerate Business processes.- Preparation and delivery of user training- Responsible for change request management Show less

  • Sr. Manager - IT Apps

    May 2024 - now

  • Manager IT App

    Jul 2023 - May 2024

  • Business Analyst

    Aug 2019 - May 2024