GUNTEJ MALHOTRA
London
Summary
Motivated contact center representative dedicated to delivering exceptional customer service and personalized support to over 27 million TD customers. Skilled in resolving inquiries efficiently, achieving performance objectives, and ensuring compliance with regulations. Possesses exceptional listening skills, digital literacy, and the ability to multitask effectively. Committed to continuous learning and development, with a track record of success in meeting and exceeding customer experience survey results. Ready to contribute as a valued member of TD's Contact Centre Team, making a meaningful difference to customers, communities, and the business.
Overview
1
1
year of professional experience
Work History
Customer Service Representative
ICICI Bank
Chandigarh
01.2021 - 01.2022
- As a Customer Service Representative at ICICI Bank Chandigarh, I provided exceptional service to customers, addressing their inquiries, resolving issues, and promoting bank products and services.
- During my tenure, I consistently achieved a customer satisfaction rating of over 95%, exceeding the bank's benchmark by 10%. I handled an average of 100 customer inquiries per day, resolving 90% of issues at the first point of contact, reducing call escalation rates by 15%. Additionally, I successfully upsold bank products, contributing to a 20% increase in cross-selling revenue.
- My dedication to providing outstanding customer service resulted in increased customer loyalty and positive word-of-mouth referrals, contributing to ICICI Bank's reputation as a trusted financial institution in Chandigarh. By efficiently resolving inquiries and promoting bank products, I helped streamline operations and drive revenue growth, ultimately enhancing the bank's overall profitability and market position.
Education
Project management -
Fanshawe College
London04-2024
Bachelor’s in Commerce (Honors In Banking) -
Panjab University
Chandigarh09-2022
Skills
- Flexibility
- Customer Service Orientation
- Communication Skills
- Critical and Creative Thinking
- Achievement Orientation
- Technical Expertise
- Time Management
- Ethical Conduct
- Teamwork and Cooperation
- Problem Solving
- Interpersonal Understanding
- Directiveness and Assertiveness
Availability
Monday and Tuesday- 9 am to 6 pm | Wednesday and Thursday:- 9 am to 8 pm | Friday:- 9 am to 6 pm | Saturday:- 9 am to 4 pm
References
References available upon request.
Timeline
Customer Service Representative
ICICI Bank
01.2021 - 01.2022
Project management -
Fanshawe College
Bachelor’s in Commerce (Honors In Banking) -
Panjab University
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