Summary
Overview
Work History
Education
Skills
Awards
Languages
Timeline
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Harpreet Kaur Panesar

Nagpur

Summary

Dynamic professional with a strong commitment to achieving results and driving growth. Proven ability to leverage skills and knowledge in challenging environments to deliver impactful solutions. Seeking a full-time position that fosters professional development and encourages innovation.

Attentive professional experienced in guiding and motivating top-quality talent. Well-versed in assessing sales performance and managing staff performance against challenging expectations. Committed to consistently fostering superior customer service standards and communicating with tact and diplomacy.

Overview

5
5
years of professional experience

Work History

Support Incident Analyst (QA)

Hotelkey
Nagpur
09.2023 - Current
  • Joined Hotelkey as a Technical Support Agent for the Midmarket Business Unit, handling client calls, and assisting with Property Management System (PMS) issues.
  • After one year, I transitioned internally to the IHG Business Unit as a Support Incident Analyst (QA).
    In the new role, I focused on incident quality analysis, process adherence, and service improvement initiatives.
  • Provided constructive feedback to agents based on quality audits, call evaluations, and incident evaluations.
  • Delivered process training sessions for new joiners to ensure alignment with quality and operational standards.
  • Monitored and assessed the quality of incidents and support tickets to maintain compliance with SLAs.
    Generated and shared quality reports and insights with management to support continuous improvement.
  • Analysed customer issues and incidents to find patterns or root causes.

Customer Service Associate

Altius
07.2022 - 09.2023
  • Responsible for improving customer satisfaction ratings by addressing issues, fostering timely resolution, and enhancing overall service quality.
  • Resolved concerns with products, services, and communications over chat and calls.
  • Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
  • Resolved customer queries over the phone and by email.
  • Resolved customer inquiries and complaints effectively and efficiently.
  • Processed customer orders and returns with attention to detail.
  • Resolved customer inquiries in a timely manner.

Floor Manager

Kia Automobile Industry
08.2020 - 05.2022
  • Responsible for ensuring that all floor requirements are met.
  • Responsible for selling new vehicles at the dealership and ensuring guest satisfaction.
  • Ensures that each customer is greeted as quickly as possible.
  • Stored stock safely and securely to maintain the quality of goods.
  • Monitored compliance with company policies and procedures for safety and quality.
  • Assisted in scheduling staff shifts to maintain adequate coverage during peak hours.
  • Resolved customer complaints promptly to maintain high satisfaction levels on the floor.
  • Maintained a safe, clean and organized floor environment.

Education

Bachelor of Commerce -

Nagpur University
01.2022

Higher secondary Certificate -

G. S. College of Commerce & Economics

Skills

  • Microsoft Excel
  • Incident analysis
  • Teamwork and collaboration
  • Communication skills
  • Professionalism and a strong work ethic
  • Quality assurance
  • Process improvement
  • Customer relationship management

Awards

Recognized with the 'Rising Star' award at Altius for consistently performing beyond expectations, showing strong dedication to my work, learning quickly, and making a positive impact on team goals and company success

Languages

  • English
  • Hindi
  • Punjabi

Timeline

Support Incident Analyst (QA)

Hotelkey
09.2023 - Current

Customer Service Associate

Altius
07.2022 - 09.2023

Floor Manager

Kia Automobile Industry
08.2020 - 05.2022

Bachelor of Commerce -

Nagpur University

Higher secondary Certificate -

G. S. College of Commerce & Economics

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Harpreet Kaur Panesar