Gurdeep Karwal
Reading ,Berkshire
Summary
A dedicated and attentive customer service/administration professional, with over 17 years' progressive experience working in various environments, supporting both colleagues and customers and following set processes to maintain the smooth running of the business. A proactive problem solver, used to working to understand an issue at its root cause, then liaising with the appropriate person or department to devise and present a viable solution. Skilled in all areas of administration including producing documents, filing materials, directing correspondence and meeting guests/providing refreshments. Produces accurate reports at the request of senior members of staff, giving visibility on key business levers to ensure areas of risk are highlighted and addressed.
Overview
23
23
years of professional experience
Work history
Customer Service Executive
Huawei
2021.12 - 2023.07
- Responding to calls and emails from end customers and internal engineers.
- Log/manage all tickets on the trouble ticketing system for engineers to pick-up and start the fault resolution.
- Ensure tickets are responded to within the set SLAs as agreed between our client and the end customers.
- Arrange delivery of spare parts to end customers to ensure SLAs are adhered to.
- Manage and arrange 3rd party engineers at customer's sites including access and compliance.
Bar Tender
Reading Football Club
2014.08 - 2023.01
- Served customers a variety of drinks, pulling pints and mixing cocktails, ensuring to age check where appropriate.
- Took cash and credit/debit card payments through a till system, logging the correct item served and issuing change.
- Gave all customers and colleagues high levels of service, assisting where possible and resolving any arising issues.
- Catered various events including weddings and private parties, working as part of a team to meet customer and company expectations.
- Was trained in additional roles such as Kitchen Porter, Waiter and Dishwasher.
- Cashed up own till at the end of each night, accounting for, and rectifying any discrepancies.
- Continually cleaned the bar area, mopping up spillages, collecting empty glasses and safely discarding of broken glass.
Service Desk Agent
Project People
2016.01 - 2016.08
- Exceeded expectations on a regular basis, communicating with internal customers to fully understand their needs and supply the best possible internal IT support.
- Followed set processes and company SLAs to solve routine queries and more complex issues, referring cases to the correct department within set timeframes when required.
- Compiled accurate and insightful reports detailing personal/team performance, enabling management to highlight areas of concern so that necessary action could be taken.
- Part of an active team in a fast-paced environment that met the set target for calls made.
ICT Tech
Galaxy Computers Ltd
2012.10 - 2015.12
- Provided a continuously high level of customer service, addressing enquiries over the telephone and resolving any complaints in a calm, professional manner.
- Completed photocopying, filing, and scanning duties, processing documents and directing them to the appropriate p.
- Gave commercial customers technical support, covering areas including laptop/PC sales, software updates and hard drive recovery.
- Investigated laptop/PC faults, running diagnostics and performing system tests, restoring them by performing the appropriate repairs.
- Logged each new issue and accurately recorded each step of the process, detailing the result of the diagnostic testing, the repair carried out and the cost.
- Helped customers using the internet café, typing up letters and accessing the internet, specifically embassy pages for visa applications.
- Sold laptops, PCs and accessories at the front of the shop.
- Performed memory upgrades on various kinds of software and hardware.
Database Administrator
REME Museum of Technology
2012.08 - 2013.01
- Generated reports, pulling required information from the system by creating specific database queries.
- Created new users, submitting and storing new details.
- Complied with database vendor licence agreement at all times to follow government guidelines.
- Ensured database would be recovered should an issue arise through creating a backup of all database information.
- Allocated system storage to specific users based on their usage requirements, planning future needs to make sure the system would continue to run smoothly.
- Amended database structure so that all data is structured in a orderly order.
- Securely stored data in line with legal regulations and company policy, everything was backed up on to the main server at the end of the shift.
Volunteer
Oxfam
2011.12 - 2012.05
- Utilised product knowledge to assist customers with enquiries.
- Attracted customers and increased sales by using visual merchandising skills to advertise new stock and offers.
- Served customers, taking payments and producing receipts.
- Used an internal intranet, uploading CDs/DVDs, cataloguing stock and recording all required details.
- Worked as part of a successful team to sort through donations, assist customers and maintain the smooth running of the shop.
- Resolved customer complaints through taking the time to understand their issues and liaising with other team members to present a viable solution.
- Handled cash and used point of sale systems, in line with company policy.
- Maintained the cleanliness of the store by ensuring all walkways were clear, spillages cleaned up and broken/dangerous items removed in accordance to health and safety legislation.
Volunteer
Reading Resource
2008.07 - 2009.12
- Acted as company receptionist, directing telephone calls to the relevant person, greeting visitors, ensuring they were signed in and providing refreshments.
- Addressed arising issues by reporting them to the Office Manager and working with them to establish a resolution.
- Managed a complex internal computer system, entering data and monitoring the switchboard.
- Maintained office stock levels by taking regular stock checks and liaising with suppliers to organise deliveries of new equipment.
- Provided high levels of service to all customers, solving enquiries at the reception desk and logging details if necessary.
- Completed general administration duties such as photocopying, filing, accepting deliveries and managing the office post.
Casual Worker
Pertemps
2006.01 - 2008.12
Casual Worker
Contract Options
2002.01 - 2006.12
Internal Post Person
Royal Mail
2001.01 - 2002.12
Education
ITQ & European Computer Driving Licence - ECDL 2, Certificate ITQ 2 in basic IT
NVQ Level 3 - Building and Maintenance of Micro-computer Systems
BTEC GNVQ - Business Studies (Advanced)
GCSE - 7 GCSE's including Maths, English and Science
Skills
- Customer Service
- Administration
- Problem Solving
- Communication
- Attention to detail
- IT
Timeline
Customer Service Executive
Huawei
2021.12 - 2023.07
Service Desk Agent
Project People
2016.01 - 2016.08
Bar Tender
Reading Football Club
2014.08 - 2023.01
ICT Tech
Galaxy Computers Ltd
2012.10 - 2015.12
Database Administrator
REME Museum of Technology
2012.08 - 2013.01
Volunteer
Oxfam
2011.12 - 2012.05
Volunteer
Reading Resource
2008.07 - 2009.12
Casual Worker
Pertemps
2006.01 - 2008.12
Casual Worker
Contract Options
2002.01 - 2006.12
Internal Post Person
Royal Mail
2001.01 - 2002.12