Gurpartap Singh Dhaliwal
Summary
Motivated and results-driven Client Success Manager with a proven track record in CRM software sales, product demonstrations, client training, and account management. Strong background in managing relationships and fostering client satisfaction. Known for an exceptional ability to collaborate effectively, manage complex cases, and ensure seamless customer onboarding and ongoing support.
Overview
10
10
years of professional experience
Work History
Customer Service Billing Supervisor
Kahlon Billing
12.2023 - 10.2024
- Researched and resolved billing discrepancies to enable accurate billing.
- Reduced errors in financial records by conducting regular audits of billed accounts.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
- Facilitated staff training on new billing software, enhancing team productivity and billing accuracy.
Senior Account Manager
Method: CRM
01.2022 - 10.2023
- Assisted customers with onboarding and product setup, fostering successful adoption and usage
- Conducted Demos and Training Sessions over Zoom for clients, enhancing their understanding and engagement
- Collaborated with cross-functional teams (Customization, Dev Team and Customer Support) to develop innovative, client-centric strategies and drive business growth.
- Developed long-lasting client relationships by providing exceptional customer service and support
- Established strong relationships with key customers, resulting in increased customer loyalty
- Enhanced interdepartmental communication for more effective problem-solving and collaboration
- Collaborated with internal teams to provide prompt support and address client needs efficiently
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings
- Monitored customer progress and addressed inquiries with timely and accurate updates
- Developed expert product knowledge to effectively answer questions and recommend appropriate solutions
Senior Technical Support Specialist
Method: CRM
01.2019 - 01.2022
- Assisted customers with troubleshooting hardware and software issues, providing actionable tips for resolution
- Trained users to maximize hardware and software use, interpreting instructions effectively
- Gathered data, evaluated options, and recommended solutions for time-sensitive issues
- Tested compatibility of new programs with existing systems to evaluate potential
Quality and Training Analyst
Dealer-FX
06.2016 - 11.2018
- Analyzed agent calls and provided trend data to Management and Team Leads
- Coached L1/L2 Client Support Team on call quality and accuracy
- Analyzed customer satisfaction data and recommended solutions to address root causes
- Ensured Call Centre goals were met for call quality
- Maintained and updated training material with each software release
- Assisted in onboarding new hires and conducted specific training for DFX product suite
- Created training schedules and managed invitations through Google Suite
- Assessed individual learning needs during training sessions
- Surveyed and gathered employee feedback to identify and address knowledge gaps
Client Support Analyst
Dealer-FX
06.2016 - 02.2018
- Communicated Level 1 software solutions for Dealer-FX products via phone and email
- Managed tickets in Cherwell system for client requests and issues
- Researched and analyzed reported issues to identify and apply fixes
- Collaborated with teams for escalated issues
- Assisted clients in setting up software solutions to fit their processes
- Executed and validated software upgrades, assisting with user operation and testing
- Identified software issues by reading error logs using SQL scripts
- Awarded Q2 Incentive award for maintaining a Quality Score above 90% for 3 consecutive months
- Assisted Development Team in testing and updating the Cherwell interface
Operations and Workforce Management Professional
Single-Point Group International Inc
05.2014 - 06.2016
- Scheduled employees, managed attendance and vacation requests
- Analyzed historical data for accurate planning and forecasting
- Provided training on shift planning software
- Recovered high delinquent accounts and provided excellent customer service
- Processed payments and updated customer records
- Prepared daily reports on funds, attendance, and KPIs
- Managed outbound call campaign reporting
- Provided technical support and resolved tickets promptly
- Worked effectively in fast-paced environments
Education
Advanced Diploma - Computer Systems Technology Networking
Centennial College
12.2015
Bachelor of Science - Computer Science
BCET
12.2012
Skills
- Business development and planning
- Partnership Development
- Customer Relations
- Inventory understanding
- Goals and performance
- Staff Management
- Strategic Planning
- Sales expertise
- Systems and software expertise
- Client Relationship Management
- Teamwork and Collaboration
Timeline
Customer Service Billing Supervisor
Kahlon Billing
12.2023 - 10.2024
Senior Account Manager
Method: CRM
01.2022 - 10.2023
Senior Technical Support Specialist
Method: CRM
01.2019 - 01.2022
Quality and Training Analyst
Dealer-FX
06.2016 - 11.2018
Client Support Analyst
Dealer-FX
06.2016 - 02.2018
Operations and Workforce Management Professional
Single-Point Group International Inc
05.2014 - 06.2016
Bachelor of Science - Computer Science
BCET
Advanced Diploma - Computer Systems Technology Networking
Centennial College
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