Prabhjot Sidhu

Customer Service Representative

Tech Mahindra

Aug 2022 - Apr 2025 (2 years 9 months)

• Resolved 95% of issues on first contact, boosting customer satisfaction by 20%. • Handled 50+ customer inquiries daily via phone, email, and chat with a consistent SLA compliance rate of 98% • Managed and updated constituent and donor information within CRM systems, including Raiser's Edge NXT and legacy versions, ensuring accurate and timely support records • Developed and interpreted analytical reports to guide business strategy and enhance decision-making processes • Promoted add-on services in support calls, resulting in a 15% increase in sales • Escalated complex issues to higher-level support teams and management, ensuring timely resolution and effective communication with clients regarding progress

Operations Specialist

CGI

Oct 2021 - Nov 2021 (2 months)

• Reviewed documents and online questionnaires submitted to compare results against a set of acceptance criteria for one of Canada's largest banks. • Assessed completeness and accuracy based on a pre-defined checklist and allocated appropriate resolution action using multiple data collection software. • Updated Excel spread sheets to highlight in appropriate records using VLOOKUP and Pivot tables

Customer Support Representative

Achievers

May 2021 - Dec 2021 (8 months)

• Interacted with clients through various communication channels, including email, phone, and live chat, promptly addressing inquiries and providing exceptional customer support • Supported clients during platform onboarding, guiding them through setup processes, customization options, and integration of the Achievers solution within their organizations

D

Customer Support Representative

DWS Logistics Inc.

Jan 2019 - Dec 2021 (3 years)

• Collaborated with product and technical teams to relay customer feedback and improve service offerings • Employed strong problem-solving skills to address unique client concerns, researching and recommending innovative solutions to meet individual business needs • Utilized ERP tools to streamline customer service workflows, improve issue resolution times, and enhance overall support efficiency • Created and maintained knowledge base articles, reducing repetitive tickets by 25% • Recognized for maintaining a 4.9/5.0 average customer feedback rating over 12 months • De-escalated complex complaints professionally, leading to a 30% increase in customer retention

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