Gurpreet Dheer

Gurpreet Dheer

$10/hr
skilled in communicating with clients over phone, emails and live chat support
Reply rate:
70.59%
Availability:
Hourly ($/hour)
Age:
43 years old
Location:
Gurgaon, Haryana, India
Experience:
16 years
Gurpreet Dheer Mobile:- Email:- Skype ID: gurpreetdheer Objective: To be able to work in an environment wherein my qualities are exploited to the fullest not by doing different things but by doing things differently. Summary: Total of 15 years work experience with 10 years in the Premium Customer service space both in the Domestic and International markets Responsibilities: July’2018 to present Currently working as a Remote Chat support executive with Aventura Technologies on a freelancing basis. Sep’2012 – Dec’2017 (Work from Home) Worked with Stealth Mode Pvt.Ltd. as a Relationship Manager where my job profile included handling customer queries majorly through emails and live chat platform providing sales and support. Handling incoming query calls from UK, NZ and Australia customers was also a part of my role. Inbound and outbound calls over VOIP for UK, NZ and Australia customers, and handling chats and emails forms the major part of my role. Maintaining product data with a follow up with the manufacturing unit ensuring timely and smooth delivery of products is also a part of my role. Providing process and product training to new joinees vide skype and supervising the work. Have received appreciation for suggesting improvements in the website and the process, thereby, achieving higher sales rate and customer satisfaction. Websites handled: http://www.gowristbands.co.uk/ http://promonow.co.uk/ http://www.australiawristbands.com/ http://www.gowristbands.co.nz/ June’ 2014 – Oct’ 2014 Worked as English Chat Specialist with Eigooo (https://www.eigooo.com/), where job profile was to motivate and help Japanese users improve their conversational and grammatical English through text chats. March’ 2012 – July’2012 Worked with Arka Business Solutions as a Freelance Recruitment Executive Nov’2010 to Nov’2011 Worked with Compare Infobase Ltd- an e-commerce Co. as a Freelance Consultant (Social Media Marketing) April’2007- Sep’2010: Senior Team Member, American Express Banking Corp. (Senior Band 28- TSC) Handling product/process related queries from American Express card member and prospects based in India. Handling the Extra Responsibility of checking the error rate for the team, to ensure all customer emails and follow ups are actioned by reps in the team, to ensure all invalid cbt cases are closed at Rep. level and to send team cross sell numbers and motivate team to achieve the target cross sell nos. Have been servicing High Net worth Individuals, to provide them out of the box services and end to end resolution while maintaining excellence in call quality. Actively promoting and cross-selling a complete range of complimentary card products/services. Providing first contact resolution to the card members while maintaining top call quality ratings. Take full ownership of repeat calls and ensure consistent follow-ups till customer requests are actioned. Ensure all productivity and call targets are met consistently, which in turn help in achieving departmental targets. Provide open, honest and timely work related feedback through various forums available. Highlighting process gaps and improvements from time to time. Along with my day to day activity I was also handling added responsibilities to building a strong support team. Some of the activities are cited below: Providing trainings for process and effective communication Motivational sessions to boost up sales and targets Responsible for implementing and introducing new ideas and process improvements. Providing time to time sessions to new employees to update about new procedures and process. Achievements at American Express Have received appreciation certificates from the Manager for extra responsibility taken to drive cross sell within the team, which resuted in a substantial increase in the cross sell numbers. Have been a part of top 20 stack rankers. Have been awarded an appreciation from the Manager for highlighting the maximum no. of process gaps leading to process improvements thereafter for Q1- 2010. Have been awarded for being amongst the CSSM - Top Box contributors from May 1 to May 5’ 2010. Demonstrated ability to adapt to changing business needs. Aug 31’ 04 – May 31’ 06: Associate with WIPRO for the Member Retention Services of one of the leading ISPs in the US – AOL. Roles & Responsibilities in WIPRO Mentoring new joiners in the team. Assisting with MIS work in the team internally and updating data from AOL regularly. Providing up training in the team internally and updating data from AOL regularly. Taking inbound calls, making sure the achievement of all matrices, and meeting quality parameters. Being a part of operations rounds during interview sessions for team positions. Achievements at WIPRO Consistently been a top performer. Was ranked as the Top consultant in AOL Saves in the month of November- 04, which covered all matrices. Was rated G5 P5 (Highest appraisal rating) in the last appraisal cycle. March 3rd ’03 - March 31st ’04: Worked with SANKALP- a leading NGO in the field of promoting Art and Culture in India, as a Program Coordinator Nov 1st’ 00 - March 1st ’03: Worked with FXB- India Society (a leading NGO working for orphans and in the field of HIV- AIDS) as an HR Coordinator Job Profile My previous job profile in various NGO’s included- Organizing seminars and conferences at the state level. Multitasking and coordinating with clients on a daily basis. Documenting and reporting on monthly and yearly basis. Representing the organization in various workshops and seminars. Reporting directly to the Director of the organization. Handling all computer related and MIS work. Responsible for Handling Job Portals completely like monster, Timesjobs, Naukri, Dice, Hotjobs etc. Have successfully developed and implemented programs as employee referrals to expand the candidate pool. Creation and maintenance of recruitment reports. Handling of daily tasks & coordinating for the screening process Salary Negotiations & Closing of offer Good exposure working through networking and sourcing candidates. Experience doing headhunting as and when required. Taking care of joining formalities and exit interviews. All documentation and office decorum in controlled by me. Managing and forecasting manpower requirements. Taking care of administration activities like meals, transportation, stationary, bank accounts, etc. Processing of salaries and monitoring deductions as and when required. Formulation of new policies. Introducing retention policies. Taking care of performance appraisals & quarterly evaluations to ensure quality output.. Introduction of benefits for employees. Handling employee grievances. Vendor Management. Analyzing of timesheets and monitoring timely adherence to KRA’s. Education: High School Education Majors: Commerce (Mount Carmel School)- 2000 Bachelors Degree B.A. Hons. English- Delhi University Completed Masters in Human Resources from IMT- Ghaziabad. Computer Skills Completed computer basic course from NIIT Knowledge of MS Word, MS Excel, MS PowerPoint Outlook, Internet and Lotus Certification (Diploma) Arena Multimedia (Aptech Ltd.), New Delhi Knowledge of all latest designing software’s including Adobe Illustrator, Photoshop, PageMaker, Macromedia Flash, 3D Studio MAX and sound forge etc. Mastered still graphics and digital imagery for print media, electronic and broadcast media, CD-ROM and Web media. Completed Animation and Interactive Multimedia. Personal Information Languages Known: English, Hindi & Punjabi Address: Flat 1505, Cosmos Executive Apartment Sector 2, Palam Vihar Gurgaon- 122017 Husband’s Name: Kulvinder Singh Nationality: Indian Date of Birth: June18, 1982 Marital Status: Married Sex: Female Religion: Sikh Hobbies & Interests: Reading, Painting and Driving
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