Customer Service Manager

GURMINDER DHILLON

* ********* *** **

Calgary, Alberta T1Y 5B5

Linkedin: https://www.linkedin.com/in/gurminder-dhillon-94a399ab/

E-Mail: ************@*****.***

Cellular: (403) 891 - 4876

Summary

A focused professional with 20+ years of extensive experience in proving customer service/administrative support serving as the primary point of contact and connection between management, sales, personnel, clients and vendors. Proficient skill set while working in fast-paced environments demanding strong organizational, technical, and interpersonal skills. Maintains excellent two-way radio, in person and written communication skills, problem resolution ability and a high level of confidentiality.

Selected Highlights

Adaptable in challenging, fast-paced, high-stress and deadline-oriented environments for individual or team based projects

Demonstrates ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business

Outstanding numerical skills and knowledge of accounting procedures with proficiency in Simply Accounting software

Expertise in resolving simple and complex escalated customer service issues

Excellent skills in Microsoft Word, Excel, PowerPoint, Access, Project, Outlook and Publisher, as well as Adobe Photoshop and Dreamweaver

Recipient of accolades and commendations for the delivery of exceptional customer service

Able to work under pressure, meet deadlines, and holds a strong sense of detail orientation and accuracy

PROFESSIONAL EXPERIENCE

Assistant Manager May 2016-Present

Whitehorn Liquor Store

Assist Store Manager with duties and tasks as required in a retail environment, and assume the role of Store Manager in his absence

Deal with any day to day enquiries, customer escalations and monitor customer service

Draft regular notices (holiday hours, sales), proof read and have them published

Diffusing challenging situations while dealing with escalated customers

Create schedules to ensure adequate and efficient staffing at all times

Schedule Product Knowledge sessions with sales representatives

Provide back up to any other office positions when necessary

Recruit, interview, hire, and train retail sales staff as required

Working with Manager for new business opportunities

Customer Support Representative July 2012 – Jan 2016

Shaw Communications

Educate customers in realizing the full benefit of their Shaw products and service by building value

Providing knowledgeable support and troubleshooting guidance pertaining to satellite

Examining customer inquiries about any planned or unplanned outages

Delivering exceptional customer experience while staying within our support scope guidelines

Looking for opportunities to improve our business and elevate customer experiences

Thoroughly documented customer interactions and escalate potential service issues

Completing scheduled callbacks, working on assigned projects and taking care of escalated customers

Proof reading and editing emails sent to escalated customers and to the floor

Shift Supervisor October 2010-July 2012

Concord Security/ Sunridge Mall

Manage staff schedules for all shifts and events to minimize overtime costs

Developed procedures for the emergency response and crisis management, physical security, information protection, incident management, and investigation units

Counseled management on how to cut spending without compromising the safety and security of the company’s assets

Updated training procedures for all newly hired personnel

Monitored entire facility using CCTV while simultaneously performing dispatch duties

Reported all incidents, accidents, and medical emergencies to law enforcement

Cab Driver Apr 2006- Present

Checker Transportation Group LTD.

Transported customers to city and suburban locations while following all safety regulations

Carried luggage wheelchairs walkers and groceries as needed for elderly or infirm passengers

Completed trip sheets and daily paperwork

Coordinated with office personnel and dispatchers

Offered door-to-door assistance as needed

VOLUNTEERING

SAIT Polytechnic

As a VIP greeter at President’s Gala, being organized at SAIT Polytechnic

Volunteering as a committee member of activities group for the AIM Industry Event, being held at SAIT Polytechnic.

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