Customer Support Experience

Manpreet Singh

Billerica, MA ***** 857-***-**** *****************@*****.***

LinkedIn: linkedin.com/in/manpreet-singh-21a034281

Active DoD SECRET Clearance Multilingual: English • Punjabi • Hindi • Urdu

Professional Summary

Customer experience and operations professional with a diverse background spanning HR data administration, omnichannel support, and process coordination across defense, banking, digital services, and retail. Known for clear communication, cross-functional collaboration, and strong documentation practices. Adept in modern business tools, systems, and data platforms with a growing foundation in analytics and digital strategy.

Core Competencies

• Omnichannel Customer Support (Phone Email Chat Social)

• CRM & Ticketing: Salesforce, Zendesk, HubSpot

• HR Systems & Data: Workday, UKG, iCIMS

• Workforce & Process Documentation Knowledge-Base Creation

• Cross-Functional Coordination Team Support & Training

• Microsoft Office Suite Excel (VLOOKUP, PivotTables) Access

• Basic SQL & Python Power BI (Coursework)

• UX-Centered Digital Strategy Basic Web Development

Professional Experience

Go Time Solutions – Founder & Principal

Lowell, MA Jan 2025 – Present

• Launched a digital solutions agency providing CRM configuration, automation workflows, and content coordination for small businesses.

• Delivered user guides and hosted training sessions for client teams adopting new tools and processes.

U.S. Army Reserves – Sergeant (E-5), Human Resource Specialist (42A)

Devens, MA Sep 2022 – Present

• Manage personnel records, travel/pay documentation, and readiness reports for unit-level administration.

• Support briefings and reporting to commanding officers on troop metrics and HR compliance.

• Hold ASI F5 (Military Postal Clerk) for secure mail operations and accountability.

Enterprise Bank – HR/Operations Intern

Lowell, MA Jun 2023 – Dec 2023

• Maintained accurate employee data in Workday, UKG, and iCIMS with high confidentiality.

• Aided HR functions including benefits administration, payroll response, and onboarding preparation.

• Authored quick-reference SOPs to streamline team operations.

Securitas – Security Officer (Part-Time)

Lowell, MA May 2021 – Present

• Executed site patrols, monitored safety systems, and filed detailed incident reports.

• Complied with access control and emergency protocols across multiple client sites.

Herb Chambers Honda – Automotive Technician

Burlington, MA Jun 2018 – Apr 2022

• Diagnosed and performed vehicle maintenance and repair services.

• Communicated findings to service advisors and customers with technical clarity.

Land’s End – Sales Associate

Burlington, MA May 2018 – Sep 2019

• Delivered customer support in product selection and purchase transactions.

• Managed inventory levels and assisted in floor merchandising.

McDonald’s – Crew Member

Billerica, MA Sep 2017 – Jun 2018

• Handled food preparation, customer transactions, and facility cleanliness to brand standards.

Education

B.S.B.A., Management Information Systems & Analytics / Operations Management

Manning School of Business, University of Massachusetts Lowell

GPA: 3.4 (Cumulative; Last 3 Semesters) Dean’s List

Certifications & Training

• Google Project Management Professional Certificate

• CAPM – Certified Associate in Project Management (Exam Scheduled Jun 2025)

• DataCamp: Intro to Python, Intermediate Python, pandas, numpy

• AWS Cloud Foundations

• ERP & Systems Analysis (UMass Lowell)

• Military Training (Advanced Individual Training – Human Resources Specialist, U.S. Army Basic Combat Training)

• ASE Student Assessment Series

• OSHA 10-Hour Safety Certification

• CPR / AED / First Aid Certified

• Licensed in Life & Health Insurance

Technical Toolkit

CRM & HRIS: Salesforce, Zendesk, HubSpot, Workday, UKG, iCIMS

Productivity & Analytics: Excel, PowerPoint, Word, Access, Power BI (basic)

Languages & Tools: SQL (basic), Python (basic, pandas), HTML/CSS (basic)

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