Amritpal Kaur
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading, and motivating, as well as excellent customer relations aptitude and relationship-building skills.
Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
12
12
years of professional experience
Work History
Survey Experience Officer
Persol Kelly
12.2023 - Current
- Enhanced communication between team members by fostering open dialogue
- Increased employee satisfaction with constructive performance evaluations and targeted feedback
- Work with Vendors ( Ministry of Manpower ) to ensure timely completion of project.
- Attended personnel meetings and training sessions to improve skills and learn new policies and procedures.
- Addressed public questions, complaints and requests and provided necessary assistance.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Gathered, organized and input information into digital database.
Team Manager
DHL Supply Chain Pte Ltd
07.2022 - 07.2023
- Leading daily operations and ensuring consistent quality and efficiency in voice and email teams to achieve targets and Service levels.
- Evaluated employee performance and coached and trained team members, increasing the quality of work and employee motivation.
- Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
- Recruited and trained high-performing team members, maintaining optimized customer service.
- Managed 4 teams on rotating shifts
Team Manager
TeleCentre Services Pte Ltd
11.2021 - 06.2022
- Conducted monthly performance appraisals and call audits
- Managed escalation team and worked together with the stakeholder (MOH) on escalation and complaint resolution in a timely manner
- Worked with stakeholders to ensure all the information was cascaded accurately.
- Took ownership of team results and provided support to the team
Escalation Team Member
TeleCentre Services Pte Ltd
02.2021 - 10.2021
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Trained new CX staff
- Supported operations while working rotating shifts
Customer Service Officer
Rapid Recruitment Services ( outsourced to TeleCentre Services Pte Ltd
08.2020 - 01.2021
- Handled a large volume of calls daily with a positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Completed data entry to record call notes, suggestions, and questions.
Sole Proprietor
Diva Fashion
11.2013 - 02.2020
- Consulted with customers to assess needs and propose optimal solutions.
- Studied market to determine optimal pricing
- Provided motivation for employers through skill development
- Evaluated suppliers to maintain cost controls and improve operations.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Advertised products and services online, social media and through traditional campaigns to target ideal consumers.
- Fulfilled customer shipping needs by completing all purchase orders and customer invoices.
Call Center Representative
Asvegale Pte Ltd
02.2012 - 09.2013
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Processed debit and credit card and electronic check payments.
- Educated customers on company systems, form completion, and access to services.
Education
Diploma - Mass Communication
IBMEC
Singapore12.1997
O-Levels -
Woodlands Secondary School
Singapore10.1995
Skills
- Key Performance Indicators (KPIs)
- Employee Coaching and Mentoring
- Goal Attainment
- Professional Relationships
- Managing Operations and Efficiency
- Performance Tracking and Evaluations
- Status Updates
Accomplishments
- Completed MWS ( MIgrant Worker Survey ) 2023 project ahead of schedule.
- Supervised a team of 40 staff members.
- Collaborated with stakeholders in the development of the Escalation Matrix currently in use at DHL Contact Centre Services.
- Successfully onboarded 5 Campaigns at DHL Contact Centre Services.
Languages
English
Advanced (C1)
Malay
Advanced (C1)
Punjabi
Advanced (C1)
Hindi
Advanced (C1)
Nepali
Intermediate (B1)
Chinese (Mandarin)
Elementary (A2)
Timeline
Survey Experience Officer
Persol Kelly
12.2023 - Current
Team Manager
DHL Supply Chain Pte Ltd
07.2022 - 07.2023
Team Manager
TeleCentre Services Pte Ltd
11.2021 - 06.2022
Escalation Team Member
TeleCentre Services Pte Ltd
02.2021 - 10.2021
Customer Service Officer
Rapid Recruitment Services ( outsourced to TeleCentre Services Pte Ltd
08.2020 - 01.2021
Sole Proprietor
Diva Fashion
11.2013 - 02.2020
Call Center Representative
Asvegale Pte Ltd
02.2012 - 09.2013
Diploma - Mass Communication
IBMEC
O-Levels -
Woodlands Secondary School
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