Customer Service Experience

Poonamjit (Pam) Sran

Email: *********.****@*****.***

Cell: 219-***-****

More than 10 years of experience with provided outstanding customer service while maximizing sales and serving as a positive role model for team members. Perform strategic thinking to achieve optimal customer experience and meet customer needs. Maintain focus on team leadership, personnel support, innovation and customer relationship building.

Summary:

Successfully assisted customers with product selections and purchases, e-service transactions.

Achieved daily sales goal by cross selling and promoting additional products and services.

Built rapport with customers by asking probing questions and utilizing effective listening skills

Multi-tasked between assignments, computer screens, and computer applications to complete.

Trained new employees on basic customer service techniques and procedures.

Collaborated with managers, team members, and supervisors to achieve the company’s goal.

Lead team by providing crucial business training in self-reliance, spirit to succeed and vital ability to successfully communicate with people from all socio-economic backgrounds

Built and maintained strong client relationships to ensure leads, future business and maximum productivity.

5 years of banking and comparable experience with a track record of outstanding customer service preferred. Experience in digital delivery of customer sales and service.

Provided Outstanding Customer Service and ability to pay close attention to detail.

Strong organizational skills with enhanced attention to detail and follow-through.

Excellent written and verbal communication skills with the ability to solve problems and nurture client relationships even in contentious situations.

Precisely gather customer information and communicated professionally while processing customer transactions.

Maintained teller & branch daily operations.

Applied Product & strategic knowledge to solve customer financial needs.

Roles and Responsibilities

Customer Representative & Associate Banker (BMO – Jan 2021 to till date)

Conducted each client transaction efficiently, accurately, and effectively.

Helped clients access their safe deposit boxes, cash boxes, and items in the bank vault as necessary.

Issued traveler’s checks, cashier’s checks, money orders, and other financial options.

Actively worked into Accounting, Accounts Payable & Accounts Receivable, Deposits, Loans, Transfers, Money Orders, and Withdrawals.

Daily management of incoming messages to the team email box and coordinating responses with the Banking Operations Director.

Responsible for periodic testing of bank and processing fees to assure accuracy of calculation and charges.

Assisting with the setup of third-party event management systems, payment processors, and funds disbursement to bank accounts.

Assisting with all payment processing and banking system testing.

Promoting customer satisfaction when interacting with other departments.

Proactively communicating payment processing and system issues as they arise.

Documenting current business processes and identifying improvement opportunities.

Dispute Deflection and Management: Develop targeted dispute presentment strategies to maximize success and profitability.

Data Analysis: Utilized advanced analytics and statistical tools to analyze transaction data, uncover patterns, and provide actionable insights. Develop and present comprehensive reports on fraud trends, risk exposures, and mitigation strategies to senior management

Marshalls – Schererville IN

June 2020 – Till date

Schererville IL

Marshalls is an American chain of off-price department stores owned by TJX Companies. Marshalls has over 1,000 American stores, including larger stores named Marshalls Mega Store, covering 42 states and Puerto Rico, and 61 stores in Canada.

Roles and Responsibilities: Sales/Cashier

Operated a checkout lane and associated retail equipment, including scale, barcode scanner, belt, and cash register.

Performed all checkout procedures quickly and accurately each time, while also promoting the store credit card to customers.

Assisted sales floor staff with stocking shelves, keeping front lanes tidy, and assisting guests when needed.

Assisted customers with purchase questions, promotion concerns, defects, and returns

Key Achievements

Highest scored for promoting and opening store credit cards to customers.

Highest customer satisfaction score.

Macy’s Schaumburg IL

Jan 2011 – Dec 2019

Schaumburg IL

Macy's is an American department store chain founded in 1858 by Rowland Hussey Macy. It became a division of the Cincinnati-based Federated Department Stores in 1994, through which it is affiliated with the Bloomingdale's department store chain; the holding company was renamed Macy's, Inc. in 2007

Roles and Responsibilities: Sales Supervisor

Managed cash register, communicated with customers and operated sales floor. Exceeded sales and promotional goals consistently.

Assisted with calculating the store's end of year inventory.

Engage customers in order to provide to them what they need in terms of product and quality services by demonstrating technical selling skills and product knowledge

Assisted in set up of store displays and inspected merchandise for quality

Carrying out re-merchandising and price markdowns duties while achieving sales quotas

Described merchandise and explain use, operation, and care of merchandise

Recommended, select, located and obtain merchandise based on customer needs

Compute sales prices, total purchases; received and processed cash and credit payment

Demonstrated use and operation of merchandise and answered questions

Maintained knowledge of current sales, sales promotions, payment and exchanges policies

Key Achievements

Highest customer satisfaction score.

Education:

Masters of Science (Punjab University, India)

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