Gurpreet Kaur
Coventry,West Midlands
Summary
Experienced professional with expertise in Incident & Change Management, Stakeholder & Client Relationship Management, and Customer Service Excellence. Demonstrates proficiency in SNOW, CRM & Call/Chat Management Tools, Email & Microsoft Office, and possesses fast and accurate typing skills. Adept at Sales Support, Upselling, Multitasking, Time Management, Basic Troubleshooting, and Technical Support. Committed to delivering exceptional service and resolving conflicts efficiently while maintaining strong client relationships.
Overview
3
3
years of professional experience
5
5
years of post-secondary education
Work History
Customer service executive
Centrica , British Gas
Leicester, West Midlands
02.2024 - 11.2024
- Managed high volumes of customer interactions related to energy, gas, and home services, ensuring high satisfaction levels.
- Led incident and change management processes using ServiceNow (SNOW), ensuring timely resolution of service issues and minimizing downtime.
- Handled Critical Incident Management (CIM) by escalating high-priority cases and ensuring quick recovery.
- Coordinated with multiple teams and stakeholders to resolve customer concerns effectively.
- Addressed billing issues, technical troubleshooting, and complaints, maintaining professionalism and fostering customer trust.
- Scheduled and coordinated service appointments for seamless customer experiences.
- Proactively promoted home service products, contributing to revenue growth.
- Maintained CRM systems and chat/call management tools to track and resolve customer inquiries.
- Delivered exceptional service to increase customer loyalty and increased sales by 22%.
Customer service executive
Teleperformance
Chandigarh
12.2021 - 04.2023
- Managed live chat and inbound calls, resolving technical, sales, and customer service queries.
- Engaged in stakeholder communication to ensure smooth issue resolution and business process efficiency.
- Delivered personalized issue resolution and promoted Sirius XM products to increase sales and customer engagement.
- Handled incident management for customer queries, ensuring quick resolution and escalation when necessary.
- Maintained high standards of customer service while working in high-pressure situations resulting higher client retention rate.
- Built lasting relationships with customers, fostering brand loyalty and increasing retention.
- Increased sales by 30% and handled 40+ customer chats per day.
- Frequently awarded best employee of the week for exceptional customer satisfaction scores and sales achievement.
- Performed administrative duties efficiently; this included managing schedules, organising files and drafting correspondence.
Education
Master of Science with Extinction A+ - Statistics
Punjabi University
Patiala 06.2019 - 06.2021
Bachelor - Statistics, Mathematics, Computers
Patel Memorial National College
06.2015 - 06.2018
Skills
- Incident & Change Management (SNOW, Critical Incident Management - CIM)
- Stakeholder & Client Relationship Management
- Customer Service Excellence & Conflict Resolution
- Fast and Accurate Typing Skills 40 words per minute
- CRM & Call/Chat Management Tools
- Sales Support & Upselling with Multitasking and Time Management
- Basic Troubleshooting & Technical Support
- Email & Microsoft Office Proficiency
Language proficiency.
Hobbies and Interests
- Volunteering for community service
- Exploring new cultures through travel
- Learning technical skills and tools
References
References available upon request.
Timeline
Customer service executive
Centrica , British Gas
02.2024 - 11.2024
Customer service executive
Teleperformance
12.2021 - 04.2023
Master of Science with Extinction A+ - Statistics
Punjabi University
06.2019 - 06.2021
Bachelor - Statistics, Mathematics, Computers
Patel Memorial National College
06.2015 - 06.2018
Similar Profiles
Ahmad Reshad FaiziAhmad Reshad Faizi
Picker Packer at Centrica/British gasPicker Packer at Centrica/British gas
Siddharth SinghSiddharth Singh
Senior Associate Advisor at WNS (British Gas, Centrica)Senior Associate Advisor at WNS (British Gas, Centrica)
Nicolas SalviNicolas Salvi
Costumer service advisor at British GasCostumer service advisor at British Gas