Dripti Kaur
Service Coordinator @Empire Communications Inc
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WORK HISTORY
Service Coordinator @Empire Communications Inc
Cambridge, ON, CA
Managed helpdesk operations, including calendar scheduling, coordinating meetings and trainings, using MS Teams and Excel. Handled 50+ emails daily, conducted cold calls, and scheduled on-site travel for technicians using MS Office Suite. Managed customer support triage and Tiger Paw CRM by creating, updating, and tracking service tickets, PO and providing ETA. Followed up with the service team weekly, updated project tracker (MS Project), improving customer satisfaction by 38%(CSI) and On-Time Service Index (OTSI) by 37%. Provided technical support for the 3CX system, including voicemail setup, call recording and user management training for customers. Oversaw inventory management and quality assurance for packages received from courier services (DHL, Purolator, and FedEx) and updating Tiger Paw CRM accordingly. Ordered cables, 3CX phones, Mitel phones, modems, routers, alarming systems and security cameras per project requirements. Managed project documentation, including quotation, purchase orders (PO), site maps and project requirements for the Project Coordinator. Performed root cause analysis on internet connection issues faced by key customers, replaced modems, and upgraded the 3CX system.
EDUCATION
Conestoga College
Post-Graduate Diploma
Guru Gobind Singh Indraprastha University
Bachelor's degree
ABOUT DRIPTI KAUR
A motivated and versatile professional with experience in sales, customer service, and data analysis, completed Post-Graduate Diploma in Information Technology and Business Management from Conestoga College. Currently working as a Salesperson Technology at Staples Canada, where I apply my product knowledge and communication skills to sell diverse product lines, including Office Supplies, Technology brands, and Facilities Solutions, while exceeding sales targets and delivering exceptional customer experiences. Also working as a Customer Service Representative at The Brick, where I manage customer inquiries, product concerns, and delivery schedules, using SQL for data retrieval and POS+ for order processing. Previously worked as a Data Analyst at Growth From Knowledge, where I performed data cleaning, extraction, transformation, and loading using MS Excel and SQL, and created impactful dashboards for key clients using Tableau, demonstrating my proficiency in data analysis and visualization tools. Passionate about learning new skills and technologies, and applying them to solve real-world problems and enhance business outcomes.
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