Customer Service Continuous Improvement

AVTAR SINGH GILL

Hanover, MD ***** Cell: 240-***-**** Email: ***********@*****.***

PROFILE

Dynamic leader with 15+ years of experience in team management, operational excellence, and customer satisfaction. Proven track record of building high-performing teams, driving organizational success, and earning multiple awards for exemplary branch performance. Adept at fostering a culture of innovation, collaboration, and continuous improvement to achieve organizational goals.

KEY LEADERSHIP HIGHLIGHTS

- Spearheaded operations at multiple locations, achieving branch awards and exceeding performance metrics.

- Successfully recruited, trained, and mentored employees, building cohesive teams that consistently delivered exceptional results.

- Managed budgets, inventory, and staffing for teams ranging from 10 to 50 employees, ensuring operational efficiency.

- Achieved recognition as "Branch of the Month" 7 times and finalist for "Branch of the Year" among 58 locations.

PROFESSIONAL EXPERIENCE

General Manager– Martab Medical (Acquired by USME)

January 2017 – January 2025

- Directed day-to-day operations for a high-performing location, overseeing 30+ employees and maintaining top-tier customer service standards.

- Established efficient workflows for inventory management, staffing, and payroll, improving overall operational performance by 15%.

- Developed and implemented continuous training programs, enhancing employee skills and team cohesion.

- Minimized operating expenses by 10% through strategic oversight of overtime, damages, and resource allocation.

- Led all aspects of branch operations, including hiring, training, and performance evaluations for 20+ employees.

- Cultivated strong customer relationships, resulting in a 20% increase in client retention and satisfaction scores.

- Successfully reduced workers’ compensation claims by fostering a culture of safety and accountability.

- Received "Branch of the Year" award within the first year of tenure.

Lead Event Coordinator – Ace of Event

March 2014 – Present (As Needed)

- Directed event planning and execution for high-profile clients, managing budgets up to $50,000 per event.

- Built long-lasting relationships with vendors and clients, ensuring seamless coordination and satisfaction.

- Led a team of 10+ event staff, ensuring professionalism and efficiency during events.

Nurse Assistant – Hospital of Sick Children

March 2014 – November 2019

- Provided compassionate care to critically ill patients, collaborating with healthcare teams to ensure optimal outcomes.

- Maintained meticulous records and assisted in diagnostic procedures, contributing to high patient satisfaction ratings.

Area Manager – Dollar City and More

September 2012 – Present (As Needed)

- Managed all aspects of retail operations, from staffing and payroll to inventory control and customer service.

- Increased profitability by 15% through strategic merchandising and cost management.

EDUCATION

Bachelor of Science in Nursing

Arellano University / Trinity University of Asia

SKILLS

- Strategic Planning & Execution

- Team Leadership & Development

- Operational Efficiency & Budget Management

- Client Relationship Management

- Training & Mentorship

- Problem Solving & Decision Making

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