Customer Service Representative

SUKHBIR SINGH SANDHU

***-**** **** ****

Surrey, BC V3W 4X5

***************@*****.***

Contact No. 604-***-****

CAREER OBJECTIVE

To obtain a position where I can apply my knowledge and experience to meet the company

targets.

SUMMARY OF QUALIFICATIONS

• Over 2 years of experience in customer service positions.

• Specialized knowledge in delivering customer service via telephone and Internet.

• Knowledge in state-of-the-art Call Centre technologies.

• Excellent written and verbal communication skills with an eye for detail.

• Extremely productive in a high volume, high stress environment.

• Proficient in MS Office and Internet applications.

• Experience of servicing North American clientele.

RELATED WORK EXPERIENCE

Customer Advisor Dec 2013- 2014

Premier Care in Bathing, Surrey BC

• Booking appointments for customers on inbound/outbound calls. (5 per day quota)

• Confirming appointments via appointment coordination department.

• Following quality assurance guidelines.

• Data Entry & handling high volume of calls on daily basis.

• Awarded “Employee of the month” several times for achieving 85% quality, 100%

attendance & 100% appointment targets.

• Awarded as booker of the week several times for meeting 100% appointment

target/week

• Received appreciation/positive feedback from customers for excellent customer service.

• Developed strategies with team coaches for improving appointment cancellations, which

resulted in a 50% less cancellation rate.

• Formally commented for excellent customer service by management for being

consistent in meeting and exceeding targets every month.

1

Guest Service Associate Apr 2011 Oct 2011

Hotel JW Marriott, Chandigarh, India

• Smooth handling of group Check In/Checkout.

• Managing upset customers, conflicts and challenging situations.

• Responsible for handling cash & Up Selling of rooms.

• Handling customer inquiries, complaints, billing questions and payment service

requests.

• Able to handle multi-line telephone system.

• Kept Track of guest complaints & handled them in a timely manner.

• Maintained data for brand audits and user records.

• Received appreciation letters from VIP guests of hotel.

• Name in the GSS (Guest Satisfaction survey).

• Recognized by patrons such as Platinum Premier, Platinum Elite, and Gold Elite

members of the hotel.

Customer Service Representative Jun 2009 - Jun 2010

Make My Trip, Chandigarh, India

• Assisting North American customers for booking air tickets on calls & internet chat.

• Issued tickets, refunds, exchanges and ticket vouchers.

• Ensuring if clients have proper travel documents in order to travel internationally.

• Developed a strong skill set on reservation system Amadeus.

• Familiar with CRM software such as Navision & Right Now.

EDUCATION

Global Business Management May 2012 - May2013

Centennial College, Scarborough, ON

• Customer Service Skills

• International Banking & Finance

• Managerial Accounting

• Economic Analysis for Managers

• International Sales & Marketing

Bachelor of Arts

Panjab University, Chandigarh, India Apr 2008- Apr 2011

ADDITIONAL INFORMATION

Computer Skills MS Excel, Word, PowerPoint, Access and Outlook

Languages Fluent in English, Punjabi & Hindi

2

References available upon request.

3

Contact this candidate