Summary
Overview
Work History
Education
Skills
Timeline
AssistantManager

AHAD HUNDAL

Summary

Experienced professional with over a decade of expertise in problem-solving and customer service. Proficient in management and committed to delivering exceptional service while fostering positive relationships. Collaborative team player skilled at driving enhancements across functions to meet company goals. Open to global relocation opportunities.

Overview

13
13
years of professional experience

Work History

Assistant Manager

TD Canada Trust
02.2020 - Current
  • Operational Oversight: Managed daily operations of the contact centre, including monitoring call volumes, service levels, and staff schedules to ensure efficient service delivery and optimal customer experience.
  • Customer Service Excellence: Ensured exceptional customer service by addressing complex inquiries, resolving escalated issues, and maintaining high levels of customer satisfaction in alignment with TD Canada Trust's service standards.
  • Coaching & Development: Provided coaching, training, and mentoring to team members, improving performance and productivity while promoting professional growth and skills development.
  • Performance Management: Monitored and evaluated team performance using key performance indicators (KPIs) such as call resolution time, customer satisfaction, and adherence to service targets, providing regular feedback and conducting performance reviews.
  • Process Improvement: Identified areas for process improvement and implemented changes to streamline operations, enhance efficiency, and improve the customer experience within the contact centre.
  • Escalation Handling: Acted as a point of escalation for complex or high-priority customer issues, resolving complaints and ensuring the resolution process met customer expectations and company policies.
  • Compliance & Risk Management: Ensured that all customer interactions complied with TD Trust's policies, regulatory requirements, and industry standards, including privacy laws and security protocols.
  • Collaboration with Departments: Worked closely with cross-functional teams (e.g., operations, marketing, IT, HR) to ensure smooth communication and integration of new initiatives, products, and services in the contact centre environment.
  • Reporting & Analytics: Generated and analyzed daily, weekly, and monthly performance reports, providing insights into team performance, customer feedback, and operational trends to senior management.
  • Customer Relationship Management: Developed and maintained strong relationships with customers, identifying opportunities to cross-sell or up-sell TD Canada Trust's products and services in a manner that aligned with their needs and preferences.

Trainmaster

CN Railway
09.2016 - 01.2020
  • Crew Management: Managed, trained, and evaluated train crews, including conductors and engineers, to ensure compliance with safety protocols, company policies, and federal regulations.
  • Safety Compliance: Ensured strict adherence to safety standards and regulations, including FRA (Federal Railroad Administration) guidelines, CN Railway policies, and emergency response procedures.
  • Dispatch Coordination: Collaborated with dispatchers to create and optimize train schedules, track assignments, and routing, ensuring minimal delays and disruptions.
  • Route Planning & Scheduling: Developed and reviewed train schedules, routes, and timing to ensure timely delivery of goods while optimizing resource utilization and minimizing operational costs.
  • Track & Equipment Inspections: Oversaw routine inspections of railway infrastructure and rolling stock, ensuring that tracks, signals, and equipment met operational standards and were maintained to prevent service interruptions.
  • Operational Troubleshooting: Managed and resolved operational issues such as delays, equipment malfunctions, or accidents, coordinating response efforts to minimize disruptions and ensure quick recovery.

Collections Officer

Commercial Credit Adjusters Ltd
11.2012 - 08.2016
  • Debt Recovery: Managed and maintained customer accounts to ensure timely collection of outstanding debts.
  • Customer Communication: Initiated and maintained contact with customers via phone, email, or letter to inform them of overdue accounts and negotiate payment arrangements.
  • Payment Negotiation: Successfully negotiated payment terms with customers, including setting up payment plans, to recover outstanding balances while maintaining customer satisfaction.
  • Account Monitoring: Monitored and reviewed accounts on a regular basis to identify overdue payments and take appropriate action to collect outstanding balances.
  • Credit Risk Assessment: Evaluated customers' creditworthiness and payment history to assess risk levels and develop appropriate strategies for collections.
  • Dispute Resolution: Addressed customer disputes related to billing and payment discrepancies, providing clear resolutions while ensuring adherence to company policies.
  • Legal Coordination: Worked closely with legal departments or external agencies to initiate legal action, such as debt recovery litigation, when necessary.
  • Reporting & Documentation: Maintained accurate and up-to-date records of collections activities, payment plans, and customer interactions, providing detailed reports to management.

Education

Bachelor's degree - Business Administration

Yorkville University

Skills

  • Customer service
  • Team leadership
  • Decision-making
  • Problem-solving
  • Team motivation
  • Staff training and development
  • Staff management
  • Recruiting and interviewing

Timeline

Assistant Manager

TD Canada Trust
02.2020 - Current

Trainmaster

CN Railway
09.2016 - 01.2020

Collections Officer

Commercial Credit Adjusters Ltd
11.2012 - 08.2016

Bachelor's degree - Business Administration

Yorkville University

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AHAD HUNDAL