Sonia Kaur

Call Centre Specialist

Orient Telecoms

Sep 2024 - Oct 2024 (2 months)

Answer customer inquiries and resolve issues via phone, email, or chat. Stay updated on company products to assist customers effectively. Promote and recommend services based on customer needs. Record customer interactions and issues accurately. Address concerns to keep customers satisfied and loyal. Follow company guidelines for call handling and service standards. Work with other departments to resolve complex issues. Meet targets for call resolution, customer satisfaction, and sales.

Sales Account Manager

Dupoin

Jan 2024 - Jul 2024 (7 months)

Developed a deep understanding of our solutions and services and effectively articulating their value proposition to prospects and clients in the CFD trading sector. Developed and executed sales strategy to achieve company objectives, exceeding sales targets by 15% in 2024. Identified and pursued new business opportunities, leveraging market research, industry trends, and competitive analysis, generating good revenue from 30 new customers in 2024. Built and maintained a strong pipeline of potential customers, conducting 50 sales presentations and demos per month. Built trusted and value-based relationships with existing customers to renew contracts and uncover upsell or expansion opportunities, resulting in 95% retention rate and 40% upsell

Inbound Sales Representative Night Shift

Teleperformance

May 2023 - Dec 2023 (8 months)

Handled incoming calls with adherence to top-tier sales and customer service practices for GoDaddy customers. Gave a consultative approach to discern client needs and suggested tailored solutions that enhanced their business operations. Resolved issues within support parameters. Troubleshot client products effectively to secure a one-call resolution. Attained key performance metrics such as First Call Resolution, Conversion Rates, Net Promoter Score, and New Sales. Demonstrated exceptional interpersonal skills, excelling in a dynamic, high volume work setting. Consistently met the daily sales target of USD $1,700. Managed inquiries from clients based in the UK and Australia, ensuring all concerns were addressed effectively.

A

Life Planner (ELITE PRO)

AIA BERHAD

Feb 2023 - Jan 2024 (1 year)

Developed and planned marketing strategies to promote takaful plans, child education plans, and retirement/investment products to both new and existing clients. Assisted and consulted with clients to devise comprehensive retirement, protection, and investment plans tailored to their needs and financial goals. Evaluated and assessed clients' financial status and requirements, proposing the most suitable plans that aligned with their criteria. Achieved the first RM45K ANP (annualized new premium) within 90 days, acquiring a total of 12 new clients. Fostered and maintained strong relationships with clients to ensure ongoing satisfaction and loyalty.

C

Customer Service Specialist

Carsome SDN BHD

Dec 2021 - Jan 2023 (1 year 2 months)

Performed outbound calls using leads provided byTeam Leads via CARSOME's CRM system. Handled leads through the CARSOME WhatsApp platform. Attended to customer inquiries, offering accurate details about CARSOME's used car services and products. Supported customers in registering accounts, scheduling test drives, and booking cars. Persuaded customers to reschedule appointments that were previously cancelled. Informed customers proactively about ongoing deals and promotions. Delivered a high level of customer satisfaction. Upheld strict confidentiality standards in processing and maintaining records of customer interactions and account details with Carsome Telesales tools. Was recognized as a top 2 performer for two consecutive months.

E

Insurance Agent

Etiqa Life Insurance Berhad

Aug 2020 - Sep 2021 (1 year 2 months)

Proficient in insurance sales and policy management. Established collaborative relationships with clients through networking, cold calling, and referrals. Efficiently distributed policy proceeds following claim approvals. Advised clients on risk management strategies tailored to their personal risk profiles. Prepared and presented detailed progress reports to management. Managed administrative tasks, including record maintenance and policy renewals. As a team leader: Conducted training for agents on insurance products and sales techniques. Utilized digital marketing to engage customers and close deals. Achieved a monthly sales target of RM 15,000 in Annual Premium for agents.

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Telemarketer

Real Estate Agency (ERA) Singapore (Outsource in

Jul 2012 - Jun 2013 (1 year)

Conducted data entry for client details. Managed appointment scheduling for property transactions.

C

Customer Acquisition Officer

Citibank Singapore Outsource

Sep 2009 - Jun 2011 (1 year 10 months)

Assisted customers with inquiries regarding their credit card limits and other concerns. Mastered key customer service skills, including a customer-centric approach, the use of positive language, clear communication, and taking responsibility.

C

Administrative Clerk

Claybricks Sdn Bhd

Jan 2009 - Aug 2009 (8 months)

Served as a clerk, handling administrative documentation and tasks. Acquired proficiency in administrative assistant duties for a high-paced production company. Developed skills in maintaining organized schedules and completing data entry tasks efficiently.

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Sonia Kaur

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