Gurpreet Kaur

Customer-focused and results-driven professional with over 10 years of experience across Banking, Finance, and Remote Customer Service environments. Holds an MSc in Finance and Banking from King's College London (2023) with strong academic grounding in Investments, Risk Management, Commercial Banking, and Financial Analysis. Highly skilled in remote customer support, complaint resolution, and relationship management, with proven ability to deliver excellent service across phone, email, and digital channels.

Adept at working in fast-paced, target-driven, and regulated environments, maintaining high service standards while ensuring compliance and data protection. Known for empathy, clear communication, and problem-solving.

Relationship Asst. Manager (Customer-Focused Role) - NatWest Group - London

(2023-11 - 2025-10)

• Acted as a primary customer contact, responding to enquiries and resolving service issues efficiently.
• Delivered a high standard of customer care in a regulated financial environment.
• Supported account onboarding, reviews, and documentation with accuracy and attention to detail.
• Maintained customer satisfaction through clear communication and timely follow-ups.
• Adhered strictly to data protection, compliance, and service quality standards.

Remote Customer Service Advisor - O2 (Telefónica UK)

(2022-03 - 2023-07)

• Delivered high-quality remote customer support via phone, email, and chat in a fast-paced contact centre environment.
• Handled billing, contract, technical, and account-related queries, ensuring accurate resolution.
• Managed customer complaints professionally, using empathy and problem-solving to de-escalate issues.
• Achieved first-contact resolution while maintaining excellent customer satisfaction scores.
• Consistently met KPIs for call handling time, quality, and customer feedback.
• Maintained detailed and accurate records using CRM systems.
• Demonstrated strong self-discipline, reliability, and productivity while working remotely.

Remote Customer Service Representative - Vodafone

(2018-01 - 2021-12)

• Delivered remote customer support to Vodafone customers via inbound and outbound phone calls, email, and live chat.
• Handled a high volume of enquiries related to billing, contracts, upgrades, network issues, roaming, and account management.
• Collaborated virtually with team leaders and colleagues, participating in remote coaching, training, and performance reviews.
• Managed complaints and escalations professionally, applying empathy and de-escalation techniques to retain customers.

Wealth Asst. Manager - AXIS Bank - India

(2013-10 - 2017-10)

• Delivered end-to-end customer service and relationship management to a diverse portfolio of retail and high-net-worth clients, ensuring consistently high satisfaction levels.
• Acted as a primary point of contact for client enquiries, providing clear, accurate, and timely responses across investments, accounts, and financial products.
• Handled sensitive financial and personal data with strict confidentiality, adhering to internal policies and regulatory requirements.
• Resolved customer issues and concerns through active listening, problem-solving, and tailored solutions, maintaining strong client trust.
• Built and maintained long-term client relationships through regular follow-ups, needs assessments, and personalised service.
• Explained complex financial products and processes in simple, customer-friendly language, improving client understanding and confidence.
• Managed customer complaints professionally, escalating issues when required and ensuring timely resolution.
• Worked to clearly defined service standards, performance targets, and compliance requirements in a regulated banking environment.
• Collaborated with internal teams to improve service delivery and support customer retention.

MSc - Finance and Banking - King's College London (2023)

BBA - Financial Investment Analysis - Shaheed Sukhdev College of Business Studies (2012)