SIMRANDEEP SINGH

Toronto, ON 613-***-**** ad28rj@r.postjobfree.com

AREA OF EXPERTISE

Overall 19 years experience in Customer Service, Business Process Outsourcing, Supply Chain & Distribution Centre. Above experience includes 10 years customer service experience in Contact Centers with North American clients – Sony Online Entertainment, Electronic Arts, Zynga & Comcast. Proven record in maintaining customer relations and client base, managing, staffing, training & launching pilot teams for Technical & Non-Technical Customer Support

& Quality Assurance departments.

TECHNICAL PROFICIENCY

LiveAgent Google Docs Salesforce Zendesk Dropbox JIRA MS Office Typing Speed 55+ wpm PROFESSIONAL EXPERIENCE

RONA Head Office Milton, ON (TOTAL DURATION AT COMPANY 2015 – 2023) CENTRALIZED DELIVERY COACH, FEB 2021 – APRIL 2023

Led a team of 8 support staff to plan and coordinate customer orders in Ontario and Quebec for 75 stores.

• Oversaw Customer Service and Delivery departments as the only supervisor for the three-day weekend shift for Phone and Email channels.

• Cross functioned with Operations, Transportation & QA department to troubleshoot billing and shipment issues to facilitate customer orders.

• Regularly updated and improved Standard Operating Procedures and documentation to keep the team abreast of latest workflow.

• Trained the team on MS Excel and V-lookup to enhance customer order analysis and improved efficiency of the department.

• Recognized for strong leadership of the three person Rona team and was given additional responsibility to lead the five person Lowes team, which was unique to the organization.

• Consolidated information from internal teams and departments to streamline weekly management reports clearly identifying risks and opportunities to the business. CENTRALIZED DELIVERY COORDINATOR, DEC 2015 – JAN 2021 Acted as the main point of contact for customers and vendors through Email and Phone support.

• Launched the Centralized Delivery process as part of a pilot project that saw the process grow from three stores to 35 stores within a span of two years.

• Investigated and asked relevant questions needed to get the whole picture to provide specific actionable recommendations for excellence.

• Handled and resolved escalated customer and vendor issues.

• Trained and mentored new hires on day to day processes to ensure efficiency and confidence about processes. Name Email page #

iENERGIZER India (TOTAL DURATION AT COMPANY 2011 – 2013) ASST. MANAGER- CUSTOMER SERVICE & OPERATIONS

Managed teams of 4 Team Leaders with 50 advisors in a fast paced technical and non-technical Customer Service Gaming process (Electronic Arts) that included 3 support channels – Phone, Chat & Email.

• Managed the regional day to day operations of the Gaming department, which included Gaming Supervisors, Trainers and Support Specialists.

• Established department standards, guidelines and objectives, and maintained staffing to ensure proper planning and efficient operation of assigned areas.

• Hired, motivated, trained, coached, mentored, and directed staff to ensure that Team Members receive leadership, guidance and resources to accomplish established objectives. AGILYST India (TOTAL DURATION AT COMPANY 2010-2011) SR.TEAM LEADER- OPERATIONS

• Responsible for providing efficient reporting and performance measurement for Comcast telecommunications to help them achieve operational excellence, productivity and customer satisfaction. iENERGIZER India (TOTAL DURATION AT COMPANY 2004 – 2010) TEAM LEADER- OPERATIONS, 2008 – 2010

Led a team of 20 E-mail technical support advisors for a gaming process (Electronic Arts & Zynga).

• Successfully managed the team to ensure Service Level Agreements and Key Performance Indicators are always met.

• Worked with the internal QA team and conducted daily meetings to identify and escalate critical bugs within the game.

• Developed successful customer satisfaction plans increasing the overall program CSAT and ASA.

• Reported to management and vendor managers to give them insights on customer feedback and suggestions to improve process performance.

• Maintained knowledge base articles and updated them frequently. QUALITY COACH, 2006-2008

• Trained and coached advisors and new hires on the process.

• Conducted weekly quizzes to assess advisors’ product knowledge.

• Created SOPs and documentation for latest released game features.

• Rated advisors on their responses and provided QA feedback. ASST. AND SR. ADVISOR, 2004-2006

• Successfully cleared thousands of backlog and new tickets, thus increasing the overall process CSAT and ASA.

• Provided exceptional quality service to customers and earned the best quality achiever of the year before being promoted as a quality coach.

• Handled the highest tier of customer support tickets while mentoring the lower tier staff.

• Reduced the AHT of the process by getting new scripts incorporated in the CRM software