Ishmeet Sahney
Fayetteville
Summary
Customer service experience leader in marketing, client retention and care. Provide an open and clear communication at all levels with strategic vision and disciplined execution. Actively listen and resolve issues with empathy. Actively seek opportunities to improve customer experience and efficiency. Properly lead and manage my team to exceed our clients standards.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative Team Lead
All N One Security
11.2023 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined team efficiency by implementing new procedures for handling customer requests and effective coaching
- Monitored team metrics, and conducted performance evaluations finding opportunities for improvement with constructive feedback
- Collaborated with cross-functional departments to resolve complex customer issues in a timely manner.
- Led daily team meetings to discuss performance goals, share best practices, and maintain open communication among team members.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Provided ongoing support to team members through monitoring, coaching, and skill development tips during interactions to achieve high performance ratings from passengers and upper management
- Fostered a positive work environment that encouraged collaboration and teamwork among employees.
- Created daily schedule sheets for my team with positions and breaks and monitored all guidelines of the company were followed
- Promptly led my team in handling new positions given in emergencies
- Monitoring all positions are covered and my team is performing professionally to provide the best customer care
- Developed and led customer service projects to address and achieve key business objectives.
- Balancing all checkpoints, making adjustments to traffic flow and ensuring proper crowd control
Customer Service Agent
All N One airport Security
07.2021 - 10.2023
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listen to passenger needs and guide them accurately and quickly
- Update self of airport settings: detours; ticket counters, checkpoints, baggage claim, other facilities/services, and exits.
- Direct traffic during construction kindly and firmly
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
Client Service Professional
H&r Block Inc.
01.2021 - 05.2021
- Contacted and persuaded clients to schedule appointments and conducted customer account changes using the appointment manager
- Greeted customers, provided knowledgeable feedback and documented/reported any requests or concerns of the clients to increase customer loyalty
- Organize files and process payments.
- Educated clients to conduct online transactions
- Helped the manager complete special projects on schedule with optimal resource utilization.
- Provided exceptional customer support, resulting in high retention rates.
Assistant Manager
76 Gas station
08.2018 - 04.2021
- Collaborated with store manager to develop strategies for achieving sales and profit goals.
- Conducted daily accurate financial reports
- Verified vendor orders and payments(clarify inventory to payment order)
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Provided excellent customer/cashier service.
Marketing/Team Member
Naanstop
04.2018 - 06.2019
- Managed client marketing strategies and product promotion campaigns.
- Increased brand awareness by developing and implementing targeted marketing campaigns.
- Boosted sales revenue through strategic planning and execution of promotional activities with an attractive sales pitch
- Enhanced customer engagement by creating compelling content for social media platforms.
- Developed strong relationships with key industry influencers to expand brand reach, including hotel managers and events in the area
Marketing Intern
GSU athletics
08.2016 - 01.2018
- Pitched and upsold tickets in person and by phone generating revenue for the sports department
- Created Excel sheets with data of potential clients and contact information.
- Interacted with clients to improve customer retention and locality
- Assisted with planning and hosting of marketing events.
- Engaged with my manager to with develop event strategies and tactical plans to promote accomplishment of marketing goals.
Newsletter Editor/Member
Delta Sigma Pi
12.2015 - 12.2016
- Created newsletters using Publisher representing the fraternity in an engaging matter
- Organized fundraising events for the fraternity
Member of Delotite Tax Completion
Deloitte
10.2016 - 11.2016
- Worked with a group of six other GSU students to represent our college in an accounting tax competition
- Using excel we solved numerous tax errors in a case study and professionally presented our case to Deloitte.
- Thoroughly read and analyzed the case scenario to implement tax modification for accurate tax reporting
Programing Chair
Community Council, Piedmont North
09.2015 - 05.2016
- Collaborated with peers to represent my dorm and voice the ideas of my residents
- Typed detailed proposals of events: structure, cost, location, and time
- Implemented engaging events: meetings, cookout, games and more within 75% of the budget and 200+ resident participation per event
- Fostered relationships with entire residents community, promoting collaboration and partnership opportunities.
- Oversaw financial management, ensuring responsible budgeting and resource allocation.
- Managed conflict resolution among board members, fostering a positive working environment.
- Represented the organization at public events, advocating for its mission and values in the community.
- Led organization in setting goals and strategies.
- Assisted to record, compile, summarize and analyze data of conducted events
- Led Townhall meetings to interact with residents of our communities and compile data of desired events
Education
Bachelor of Business - Accounting
Georgia State University
Atlanta, GA 12.2020
Skills
- Microsoft Office(Word, Excel, Publisher, PowerPoint(Mix))
- Excellent customer service
- Develop, promote ,budget, and execute events
- Developing financial statements
- Fluent in English; Hindi, Punjabi, intermediate Spanish
- Staff Monitoring, and coaching
- Data Entry
- Professional Phone Etiquette
- Leadership Management
- Issue and Complaint Resolution
Certification
- Certificate of IS-100.C( ICS 100)
- Certified White and yellow Sigma belts(six sigma)
- H&R and Liberty tax courses
- Java, C+ and Phyton computer languages
Timeline
Customer Service Representative Team Lead
All N One Security
11.2023 - Current
Customer Service Agent
All N One airport Security
07.2021 - 10.2023
Client Service Professional
H&r Block Inc.
01.2021 - 05.2021
Assistant Manager
76 Gas station
08.2018 - 04.2021
Marketing/Team Member
Naanstop
04.2018 - 06.2019
Member of Delotite Tax Completion
Deloitte
10.2016 - 11.2016
Marketing Intern
GSU athletics
08.2016 - 01.2018
Newsletter Editor/Member
Delta Sigma Pi
12.2015 - 12.2016
Programing Chair
Community Council, Piedmont North
09.2015 - 05.2016
Bachelor of Business - Accounting
Georgia State University
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