Customer Service Team Leader
Resume:
RANJEEV SEKHON
** ****** ** ********, **, L*R *R*
CAREER OBJECTIVE:
To secure a Leadership position in the Customer Service field where my analytical, communication, and interpersonal skills can be utilized and my willingness and strong desire to learn will be considered an asset.
PROFESSIONAL PROFILE
• Strong interpersonal and communication skills.
• Innovative problem solver
• Extremely well organized, reliable, hardworking, and thorough in analytic/systematic thinking in completing projects.
• Resourceful, innovative, and creative: able to adapt to new challenges. • Coaching and Sales Management Skills • Developer of People • Results oriented while motivating and leading a tea EDUCATION
Sheridan College, third year in business. Westwood Secondary High School, Mississauga, O.S.S.D- Honours
WORK EXPERIENCE
January 2022 to Present Roadpost
Order Approval and Client Coordinator, Wholesale Accounts Oversea the approval of orders completed by Clients, Sales & Customer Service Team
• Support all Wholesale Channel activities including on-boarding, account, billing and payment terms set up, general account support, pricing, order placement support and issue resolution
• Support 3rd party agencies in developing the distribution channels and building product momentum
• Process new hardware and service orders ensuring accurate and on-time delivery
• Fulfill requests for marketing collateral and supplies as required
• Process billing adjustments when required
• Provide Account Management support utilizing an online self-management dealer portal
• Provide support for Demo programs and Employee Purchase Plans where applicable.
• Establish and maintain a high level of client (dealer and sales team) satisfaction.
• Address dealer inquiries and questions utilizing phone queues, ticketing/email support and online chat
• Liaise with internal stake holders including operations and marketing teams to provide speedy & accurate solutions for dealers. Includes operational, finance, IT or marketing support
• Stay informed of all new products, services and changes in technology
• Support the Account Managers in the management of wholesale and corporate leads
January 2015 to January 2022
Customer Care Representative and Corporate Care Reprensentative
• Answering customer inquiries efficiently and effectively
• Identifying customer needs by way of effective questioning and up-selling or cross selling
• Balanced all KPI's and shared top practices with peers April 2008 to January 2015 DOMINION LENDING CENTRES Mortgage Agent
• Finding the best Mortgage for my clients
• building relationships with banks and different lenders
• staying up to date with mortgage procedures and different lenders promotions
• probing and investigating to find the best mortgage for my client April 2008-Jan 2010 BANK OF MONTREAL MASTERCARD
Team Leader
• Implementation of sales into a service culture by developing training, ways of identifying business at risk and a new way of coaching
• Provide recommendations and support for projects after implementation, including resolution and enhancement.
• Act as a mentor and point of contact for new Manager/Team Leader for specialized queue.
• Provide coaching and feedback to Team Leader in Development on team results to achieve specific goals
• Support for Management Team in absence of Inbound Manager
• Act as a mentor to new Team Leader for our Montreal Call Centre
• Motivate and coach team members to meet and exceed Performance Targets throughout the year
• Took the initiative to seek ways of implementing a Sales and Retention target as a way of generating revenue in a Servicing environment
• Developed relationships with key partners, created a tracking system as a way of holding everyone accountable for the new Sales Target.
• Key player and single point of contact in developing sales training for the Call Centre and developing ways of increasing sales results
• Responsible for stream lining processes to be more efficient and consistent as a business.
• Manage, coach and motivate a team of Service Specialists to deliver efficient and outstanding customer service
Aug 2006-Mar 2008 VONAGE CANADA,
Customer Care Call Quality Associate
• Conduct side-by-side/remote monitoring and evaluate performance using current call handling form
• Ensure Consistency and Accuracy in all calls in accordance to company policy and guidelines
• Gather and analyze data to uncover root cause trends and partner with Management Team to identify training and knowledge gaps
• Assisting Team Leaders in identifying missed triggers for up selling and cross selling opportunities
• Assisting Team Leaders with floor coverage and other responsibilities Feb 05- Aug 06 VONAGE CANADA,
Customer Care Associate
• Responsible for one hundred percent guest satisfaction
• Extensive knowledge in technical support and trouble shooting
• Answering customer inquiries efficiently and effectively
• Identifying customer needs by way of effective questioning and up-selling or crossselling
• Achieving and exceeding aggressive sales targets
• Balanced all KPI's and shared top practices with peers Oct 1999-Apr 2004 CONTACT RESOURCE SERVICES, Toronto, Ont Team Leader
• Development of new and current employees
• Facilitate skill development activities, conduct training and coach team members in closing skills and knowledge gaps
• Monitor revenue generating activities of all agents to ensure business expectations are met in accordance to company policies and procedures
• Analyze data pertaining to targets in a real time environment and communicate gathered information to the team and senior management to identify problem areas and implement appropriate action plan to increase performance
• Respond, analyze and interpret customer inquiries using company applications and technology
• Dealt with conflict resolution
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