Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Gurpartap Singh Dhaliwal

Whitby,ON

Summary

Detailed Senior Account Manager offering experience in delivering client-focused solutions and successfully managing multiple projects. Excellent critical thinking, problem-solving and communication skills.

Overview

10
10
years of professional experience

Work History

Senior Account Manager

Method: CRM
01.2022 - 10.2023
  • Developed long-lasting client relationships by providing exceptional customer service and support.
  • Enhanced communication between departments for more effective problem-solving and collaboration.
  • Analyzed key competitors to respond to competitive threats.
  • Coordinated efforts across teams to ensure seamless delivery of products and services to clients.
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Established strong relationships with key customers, resulting in increased customer loyalty.
  • Coordinated with internal teams to provide prompt support and address client needs efficiently.
  • Monitored customer progress and addressed customer inquiries with timely and accurate updates.
  • Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
  • Developed expert product knowledge to effectively answer questions and recommend appropriate solutions.
  • Conducted webinars and in-person presentations for clients

Senior Technical Support Specialist

Method: CRM
01.2019 - 01.2022
  • Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
  • Maximized use of hardware and software by training users and interpreting instructions.
  • Gathered pertinent data, identified and evaluated options and recommended effective course of action to solve time sensitive issue.
  • Evaluated system potential by testing compatibility of new programs with existing programs.

Quality and Training Analyst

Dealer-FX
06.2016 - 11.2018
  • Analyzed agent's inbound and outbound calls and provided trend data to Management and Team Leads
  • Provided coaching and addressed learning opportunities to L1/L2 Client Support Team regarding call quality and accuracy
  • Analyzed customer satisfaction data and recommended solutions to address root cause
  • Ensured Call Centre goals are met regarding quality of calls handled by agents
  • Maintained and updated training material with each new release of the Software
  • Assisted in On-boarding of new hires and conducted new hire Client Support specific training on each DFX product suite
  • Created training schedule and invited new hires through Google Suite
  • Assessed and managed individual learning needs of participants during training sessions.
  • Worked closely with all levels of Client Support staff to survey and gathered employee feedback to identify knowledge gaps for remediation.

Client Support Analyst

Dealer-FX
06.2016 - 02.2018
  • Efficiently communicate Level 1 software solutions with the usage, installation and configuration of Dealer-FX product suite via phone and email
  • Created, tracked and closed tickets in a report format within a timely manner via Cherwell ticketing system, pertaining to client requests and issues using Dealer-FX software and hardware
  • Research and analyze issues being reported to identify the cause and be able to apply fix
  • Collaborated with appropriate team for escalated issues which are out of scope
  • Assisted clients in setting up software solutions in a way that will fit with their processes
  • Executed and validated new upgraded (s/w releases) and assisted with user operation and testing
  • Identify software issues by reading error logs using SQL scripts on multiple servers
  • Awarded Q2 Incentive award for maintaining top Quality Score more than 90% for 3 consecutive months
  • Assisted Development Team in testing and updating the new interface of Cherwell before being deployed to all employees.

Workforce Management Scheduler

Single-Point Group International Inc
12.2015 - 06.2016
  • Responsible for generation of employee schedules inclusive of management of attendance and vacation request, in a timely manner
  • Adhered and exceeded expectations pertaining to KPI's and SLA as stipulated
  • Utilized software, researches and analyzed historic records of volume, workload and performance to identify trends and patterns resulting in accurate planning and forecasting
  • Provided team with analysis and recommendations on volumes, productivity, and capacity needs
  • Independently managed Shift Planning System Software and worked closely with CCDS software
  • Provided training to new employees in regards to use shift planning software
  • Demonstrated good analytical, organizational and problem-solving skills in order to carry out work.

Accounts Manager

Single-Point Group International Inc
09.2014 - 12.2015
  • Responsible for recovery on high delinquent accounts along with providing excellent customer service
  • Processed payments through credit cards and updating customer's records, over the phone
  • Consistently achieved 95% in QA scores
  • Was recognized as among the top performers for two quarters
  • Confirmed /verified all customers' personal information with a high level of confidentiality
  • Quickly navigated through software applications like Peace, Biller and Dialer.

Reporting Analyst

Single-Point Group International Inc
05.2014 - 09.2014
  • Prepared, and maintained daily reports pertaining to incoming funds, attendance of employees, penetration rate, KPI etc
  • Prepared and maintained statistical reports for management to use in decision-making
  • Managed and maintained supporter-contact based reporting for outbound call campaigns to measure reach rates, conversion rates, success rates, etc
  • Monitored and analyzed real-time statistics alongside working with the Workforce Team Coordinators/Scheduler to adjust work assignments as needed
  • Developed and maintained comprehensive documentation of each report
  • Provided technical support to the agents and resolved tickets with Osticket system promptly.

Infrastructure Technical Support Officer

Ministry Of Government Services
01.2014 - 04.2014
  • Provided on-site and remote hardware and software support for all aspects of the desktop environment for a wide range of end clients in multiple Ministries with in Downtown Toronto
  • Migration of OS (XP to Win7) through Window Easy Transfer tool
  • Installed PC images and software like Remedy, Office Suite, WinZip, and Citrix etc
  • Installed, maintained, and troubleshoot end user workstation hardware, peripheral devices, software, and network hardware
  • Updated appropriate incidents and work order tickets with progress in a timely manner
  • Created and documented tickets in remedy for technical issues submitted through web based Service Desk Online portal
  • Created accounts in active directory for users and customized permissions and access to internal software and utilities
  • Managed several stake holders by coordinating the delivery of desktops to designated location and installation of equipment with external service providers (vendors)
  • Demonstrated organizational and strategic planning skills and ensured task is completed in given time limit and worked under pressure.

Education

Computer Systems Technology Networking- Advanced Diploma -

Centennial College
Punjab, India
12.2015

Bachelor of Science - Computer Science

BCET
Punjab, India
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

Languages

English
Full Professional
Punjabi
Native or Bilingual
Hindi
Full Professional

Timeline

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

Workforce Management Scheduler

Single-Point Group International Inc
12.2015 - 06.2016

Accounts Manager

Single-Point Group International Inc
09.2014 - 12.2015

Reporting Analyst

Single-Point Group International Inc
05.2014 - 09.2014

Infrastructure Technical Support Officer

Ministry Of Government Services
01.2014 - 04.2014

Computer Systems Technology Networking- Advanced Diploma -

Centennial College

Bachelor of Science - Computer Science

BCET

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Gurpartap Singh Dhaliwal