Harmeet Kour
Leeds,Leeds
Summary
Dedicated professional with expertise in customer service, excelling in multi-channel support and conflict management. Proficient in customer service software and adept at handling queries efficiently while maintaining a client-focused approach. Skilled in negotiation, escalation procedures, and performance metrics analysis, complemented by fluency in multiple languages and adaptability to technology. Committed to delivering exceptional service with resilience and empathy, aiming to drive client satisfaction and operational excellence.
Experienced CS Resolution Specialist with knack for swiftly resolving customer issues and enhancing satisfaction. Skilled in de-escalating conflicts and building rapport, resulting in improved customer retention and loyalty. Recognised for implementing process improvements that streamline service delivery and boost team performance.
Overview
7
7
years of professional experience
1
1
Certification
Work History
CS resolution specialist Level 3
Amazon UK Services
Newport, Newport
09.2023 - 02.2025
- Communication Hub: I act as the main point of contact between Amazon delivery stations and delivery service providers (DSPs), ensuring clear and timely communication.
- Operational Support: I help DSPs with navigating delivery station operations, including package handling, sorting, loading, and safety procedures.
- Issue Resolution: I sometimes Address and resolve operational issues, such as package discrepancies or delivery delays, and coordinate with internal teams for solutions.
- Performance Monitoring: I am keeping an eye on key performance indicators (KPIs) and provide feedback to DSPs for optimizing delivery performance.
- Relationship Management: Build and maintain positive relationships with DSPs and station floor staff, advocating for their needs while representing Amazon's interests.
- Reporting and Documentation: Maintain accurate records, reports, and documentation related to same day delivery reattempts requests and performance metrics.
- Continuous Improvement: Identify opportunities for process improvement and efficiency gains to enhance operational effectiveness.
- Policy Adherence: Ensure compliance with company policies, procedures, and regulatory requirements governing delivery station operations.
- Employed effective negotiation tactics to reach satisfactory conclusions between the business and the customers.
- Worked collaboratively with other teams within the organisation; enhanced information sharing and problem-solving capabilities.
- Handled challenging situations calmly which resulted in positive outcomes for both the business and the client.
Manager
Hot Box Fast Food
Cardiff
12.2021 - 02.2024
- Liaised with suppliers to ensure timely deliveries.
- Developed accurate sales forecasts for improved strategic planning.
- Enforced safety regulations to reduce workplace accidents.
- Delegated tasks efficiently to maximise productivity.
- Piloted change management initiatives successfully improving organisational adaptability.
- Facilitated staff training, resulting in better customer service.
- Fostered a positive work environment with regular team-building activities.
- Implemented cost reduction measures, reduced overhead expenses.
- Cultivated strong relationships with clients to secure repeat business.
- Maintained inventory control, reduced stock shortages.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Monitored health and safety measures for guaranteed compliance.
- Handled negotiations with outside vendors and service agencies to meet group needs.
- Coordinated hiring, recruitment and training strategies to build successful administrative team.
- Organised financial and operational data to help with yearly budgeting and planning.
- Designed and implemented training to further develop staff based on business goals.
Yard assistant
Amazon UK Services
Bristol
07.2019 - 02.2022
- Started in TOM team as Yard Marshal
- Perform functions to maintain yard accuracy
- Maintaining communication with drivers and fellow employees and coordinate activities according to needs
- Ensure that all safety measures and precautions are in place and being used regarding the docks and trailers
- Mapped process activities to desired outcomes to rectify operational needs
- Analyzing business procedures and offered recommendations for improvement to meet changing business needs.
- Trained new tom team members to excel at their new roles.
- Support new Fulfilment Center Launch and trained new members as a part of Core Away Team
- Trained in various departments and helped as per business needs.
- While in Gatehouse Overseeing trucks, making sure everything departs on time
- Safeguarded company assets by performing regular checks on yard equipment.
- Contributed to site security by monitoring access gates during shifts.
- Maintained a clean yard environment for optimal work conditions.
- Prepared necessary documentation before dispatching goods – ensuring accuracy.
- Offloaded supplier deliveries in line with best inventory practices, ensuring accurate completion of relevant paperwork.
- Followed Standard Operating Procedures (SOPs) and instructions given by line manager.
Manager
The Fat Pizza, Deserts and Burgers
Cardiff
03.2021 - 09.2021
- Cash handling and operating cash till
- Planning menus
- Greeting customers and maintaining good customer service
- Handling complaints professionally and calmly
- Monitoring stock levels
- Managing inventory and generating orders for stock
- Recruiting, training and supervising staff
- Promoting and marketing the business
- Producing staff rotas
- Ensuring compliance with licensing, hygiene and health and safety legislation and guidelines
- Developed experience to handling difficult situations
- Identified growth opportunities through comprehensive market research.
- Developed listening skills when dealing with customer queries and complaints
Customer Service Assistant
Mc Donald's
Cardiff
02.2019 - 07.2019
- Upheld company policies and procedures consistently for maintained standards of operation.
- Maintained a clean and orderly checkout area, contributing to a pleasant store environment.
- Adapted quickly to changes in store layout or products range, minimising disruption to service delivery .
- Handled cash transactions accurately, maintaining financial integrity of the till.
- Improved efficiency at checkout by mastering POS system operations quickly.
- Assisted customers with product inquiries for enhanced shopping experience.
- Utilised product knowledge effectively whilst assisting customers with purchases decisions.
- Improved customer relations by managing customer complaints effectively.
- Managed time efficiently during peak hours to limit customer waiting periods.
- Showcased strong communication skills when explaining promotions or discounts to customers .
- Collaborated well within a team setting, fostering a positive working atmosphere .
- Multi-tasked to keep customer service levels at optimal capacity at peak times.
- Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
Teaching Assistant
Preet Public School
05.2018 - 01.2019
- Taught students important learning, study and behaviour management skills for academic success.
- Planned and arranged classrooms to promote learning and student achievement.
- Monitored children in spaces between classes, keeping disruptions to minimum.
- Ensured safety of pupils during extracurricular activities for an accident-free environment.
- Improved student engagement by utilising interactive learning techniques.
- Provided additional support to students with special educational needs, ensuring inclusivity.
- Offered one-on-one guidance to struggling students for improved academic performance.
- Provided feedback on pupil's work, identifying areas for improvement.
- Facilitated active learning environments with engaging teaching aids and resources.
- Participated in teacher-parent conferences regarding students' progress or problems.
- Supervised students in classrooms, halls, cafeterias, school yards, and gymnasiums, or on field trips providing safe, supportive environment.
- Liaised between teachers and parents, maintaining open lines of communication.
Education
Master in Business Administration - Business
Cardiff Metropolitan University
Cardiff 02/2019 - 04/2021
Master in Public Administration - undefined
Jamia Millia Islamia
Bachelors in Commerce - undefined
GCW Parade, Jammu University
Senior Secondary - undefined
St. Peters School
Higher Secondary - undefined
Shiksha Niketan High School
Skills
- Customer service skills
- Customer service software proficiency
- Multi-Channel support experience
- Empathy understanding
- Fluency in multiple languages
- Query handling efficiency
- Adaptability in technology
- Resilience and tenacity
- Performance metrics understanding
- Escalation procedures
- Negotiation competency
- Excel and spreadsheets mastery
- Client focus commitment
- Conflict management
Certification
- Trained first aider at work.
- Level 3 supervising food safety in catering
Languages
Fluent in English
Punjabi
Urdu
Hindi
Learning Welsh Basic Level
References
Available upon request
Timeline
CS resolution specialist Level 3
Amazon UK Services
09.2023 - 02.2025
Manager
Hot Box Fast Food
12.2021 - 02.2024
Manager
The Fat Pizza, Deserts and Burgers
03.2021 - 09.2021
Yard assistant
Amazon UK Services
07.2019 - 02.2022
Customer Service Assistant
Mc Donald's
02.2019 - 07.2019
Teaching Assistant
Preet Public School
05.2018 - 01.2019
Master in Public Administration - undefined
Jamia Millia Islamia
Bachelors in Commerce - undefined
GCW Parade, Jammu University
Senior Secondary - undefined
St. Peters School
Higher Secondary - undefined
Shiksha Niketan High School
Master in Business Administration - Business
Cardiff Metropolitan University
02/2019 - 04/2021
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