Professional Experience:
Compass Group based at Heathrow Airport, Terminal 5: Customer Service Assistant, September 2012-Present
Key Contributions:
• Maintain an excellent knowledge of client’s portfolio of products in order to understand customer needs
• Responsible for skillfully retaining customers through positive customer relationship building
• Diffuse irate customer situations by utilizing strong listening skills and probing techniques
• Take ownership of customers’ concerns and act as a primary contact
• Handling customer’s complaints in a professional manner; escalating issues finding appropriate resolutions to satisfy all parties
• Act as intermediary between customer and appropriate departments to ensure customer satisfaction
• Actively create trust with the customer, demonstrating an open and honest approach. Ensuring ownership is taken and promises made are delivered against
• Demonstrating an exemplary client service that is core to the success of the business
• Operating as a collaborative team player, inspiring those around with enthusiasm, optimism and willingness to support others.
Sky High Plc: Team Leader, November 2011-October 2012
Key Contributions:
• Main duties were focused on; fare evasion, ticket & travel card validation, origin & destination questionnaires, journey times, concessionary fare, boarding & alighting counts, passenger surveys and many more
NOKIA Paints: Supervisor (HR), August 2008-February 2010
Key Contributions:
• Answered phone calls, dealing with various enquiries and provided general information to job applicants regarding HR procedures
• Prepared and issued employment contracts to new employees
• Ensured all employee records were accurate and well maintained
• Organised induction ceremonies and training for new staff
• Compiled data about employees: payroll – such as hours worked, taxes, pension contributions and also timesheets
• Updated both manual and electronic personnel records when a employees personal details change
• Actively involved in performance reviews of staff
• Researched employee’s references and academic qualifications
• Assisted with the recruitment and selection process
• Wrote job adverts and posted them on newspaper and online job boards
• Managed employee’s sickness records and paperwork
Professional Training & Qualifications:
• MBA from University of Sunderland, UK, 2010
• BSc Degree in IT: Kurukshetra University, India 2008
• XII / CBSE, S.D Adarsh Public School, India 2005
IT Skills: Fully conversant with Microsoft Office Applications; Word, Excel and PowerPoint | Windows 98/ 2000/XP/ Vista | Languages Known: C, C++
Languages: English | Hindi | Punjabi
