Customer Service Delivery

Langley, Canada V*A *H* 778-***-**** *********@*****.***

DILRAJ BAINS

Results-driven escalation and business improvement professional with over a decade of experience in optimizing processes, resolving complex issues, and fostering stakeholder relationships. Skilled in translating data insights into actionable strategies, influencing cross- functional teams, and enhancing operational efficiency to drive measurable results. Expertise in applying government legislation, policy, and contract management principles to improve service delivery and ensure compliance. Seeking a strategic role to leverage skills in process optimization, stakeholder engagement, and policy compliance to effectively support municipal growth and investment initiatives.

PROFESSIONAL

SUMMARY

SKILLS Stakeholder Engagement & Relationship

Management (government, vendors,

customers)

● Policy, Contract & Compliance

Management (legislative databases, vendor

systems)

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Project Coordination, Strategic Planning &

Team Collaboration

● Customer Service Excellence, Negotiation &

Conflict Resolution

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Data Analysis, KPI Reporting &

Performance Measurement (Excel, Power

BI, Tableau, Access)

● Process Improvement & Workflow

Optimization (Lean Six Sigma, Visio,

Lucidchart)

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Communication, Executive Reporting &

Productivity Tools (MS Office, SharePoint,

Teams, Outlook, Slack, Zoom)

● CRM & Transaction Systems (Salesforce,

HubSpot, Populi, Siebel, Clarify, POS

platforms, provincial portals)

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ESCALATIONS MANAGER 2018 to 2025

Rogers Telecommunications, Burnaby, BC

WORK HISTORY

Spearheaded resolution of complex billing, technical, and service escalations, achieving a 20% increase in customer satisfaction while protecting corporate reputation.

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Reengineered escalation workflows, reducing average resolution time from 72 to 48 hours and improving operational efficiency.

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Trained and coached escalation specialists, increasing first-contact resolution rates by 25% and strengthening team performance.

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Partnered with cross-functional stakeholders (legal, engineering, executives) to resolve enterprise cases, resulting in a 15% reduction in repeat escalations.

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Negotiated billing disputes and implemented proactive trend analysis, recovering over

$500K annually and mitigating emerging financial risks.

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Developed performance dashboards and KPIs to monitor escalation trends, enabling data-driven decision-making and process improvements.

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Implemented best practices and standard operating procedures for escalation management, enhancing compliance, consistency, and client experience.

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BUSINESS IMPROVEMENT ANALYST – BUSINESS IMPROVEMENT UNIT 2015 to 2018 Ministry of Government and Consumer Services, Toronto, ON CUSTOMER SERVICE REPRESENTATIVE 2010 to 2015

ServiceOntario, Etobicoke, ON

Delivered high-quality customer service support to internal teams while ensuring strict compliance with provincial legislation, OPS policies, and organizational directives.

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Managed contract administration and vendor oversight, monitoring performance and ensuring adherence to established policy and service standards.

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Led workflow and process optimization reviews, driving efficiency improvements and reducing turnaround times for service delivery.

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Designed and maintained performance dashboards, tracking KPIs to measure customer satisfaction, service outcomes, and operational effectiveness.

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Prepared strategic reports, briefing notes, and presentations for senior management, enabling informed decisions on policy compliance, contracts, and service improvements.

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Provided frontline client support by handling inquiries, applications, and transactions for government services (health cards, driver's licenses, vehicle registration) in compliance with provincial legislation and policies.

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Delivered clear and accurate guidance on government regulations and procedures, ensuring clients understood requirements and available services.

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Managed high-volume customer interactions across in-person, phone, and email channels, resolving issues promptly while maintaining service quality and satisfaction.

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Processed applications, forms, and payments with accuracy, safeguarding confidentiality, data integrity, and compliance with provincial standards.

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Collaborated with colleagues to streamline workflows, address escalations, and improve service delivery in alignment with ServiceOntario standards.

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IIPM, New Delhi

Master of Business Administration, Finance, 2008

Guru Nanak Dev University, Amritsar

Bachelor of Commerce, Accounting, 2004

EDUCATION

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