Atul Nagpal
Vancouver
Summary
Results-driven communications and customer success professional with over10 years of diverse experience across public service, client relations, and corporate communications. Skilled at managing complex accounts, implementing public policies, and improving customer experience within government and private sectors. Known for empathy, strong problem-solving abilities, and delivering exceptional service to improve community outcomes. Adept at collaborating with cross-functional teams to drive strategic goals. Experience working with high-profile clients including BMW, Nestle etc.
Professional with experience in managing and streamlining processes. Strong focus on team collaboration and achieving results. Reliable and adaptable with skills in data analysis, compliance, and problem-solving. Known for effective communication and integrity in handling responsibilities.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Assessment, Accounts & Benefits Processing Officer
Canada Revenue Agency (CRA)
11.2021 - Current
- Analyze, verify, and process claims from Canadians applying for Canada (Covid19) Recovery Benefits launched by Federal Government
- Educate Canadians on available recovery benefits and assist in resolving issues according to policies and procedures
- Conduct reviews of financial documents to determine eligibility for COVID-19 benefits
- Communicate with recipients through written and oral methods, ensuring clarity and empathy throughout case management
- Deliver informed decisions on benefits claims while ensuring compliance with government regulations
Customer Service Adjuster
Insurance Corporation of British Columbia (ICBC)
11.2020 - 11.2021
- Acted as the first point of contact for customers involved in vehicle accidents, initiating claim files and gathering loss information
- Assessed coverage, confirmed liability, and processed straightforward claims, ensuring a seamless claims experience for clients
- Escalated complex claims to specialized departments for further review
Customer Service Representative
CBV Collection Services Ltd.
06.2019 - 11.2020
- Provided customer service to clients such as Revenue Services of British Columbia (RSBC), Medical Services Plan (MSP), Ambulance Services, and Student Aid BC (SABC)
- Resolved consumer complaints and processed bill collections, coordinating with private agencies as needed
- Maintained CRM records and provided feedback on service process improvements
Consulting Associate
Fuzion Public Relations Pvt Ltd.
05.2017 - 05.2019
- Led a team of four to execute public relations campaigns for major clients including BMW India, KFC, Nestle India, Royal Enfield, Triumph Motorcycles, and GSK
- Developed media strategies and public relations plans to support internal and external communications
- Collaborated with clients to understand marketing needs and devised communication strategies to drive brand awareness
- Liaised between departments and media representatives, ensuring client messages were delivered effectively
- Conducted market research and public surveys to inform communication strategies and improve campaign outcomes
Reporter
Hindustan Times
10.2015 - 05.2017
- Researched, investigated, and reported on local and national news, with a focus on agriculture and politics
- Conducted interviews and wrote stories for publication in print and online platforms, providing accurate and engaging news to the public
- Delivered insightful commentary on regional and national issues to stimulate public discourse
Image Consultant
Fuzion Public Relations Pvt Ltd.
07.2014 - 10.2015
- Managed public relations campaigns and media coverage for multinational clients, including Dell India, Lenovo, Panasonic, Johnson & Johnson, AkzoNobel, and MakeMyTrip
- Prepared and proofread communication materials in multiple languages, ensuring accuracy and consistency
- Coordinated logistics and event management for client events, media appearances, and campaigns, ensuring smooth execution
- Built relationships with media outlets to secure press coverage and elevate the public profiles of clients
Education
Master of Arts - Journalism & Mass Communication
Panjab University
01.2014
Bachelor of Arts - undefined
Panjab University
01.2012
Skills
- Client Relationship Management
- Customer Success & Satisfaction
- Cross-Functional Team Leadership
- Communications Strategy
- Crisis Management
- Case Management
- Public Service
- Policy Analysis and Implementation
- Public Relations & Event Management
- Project Management
- Report Writing
Certification
- Google Project Management Certification – November2023
- Customer Service: Working in a Customer Contact Center – December2020 (LinkedIn)
- Customer Service: Managing Customer Feedback – February2020 (LinkedIn)
- Social Media: Marketing and Branding – October2019 (Vancouver Community College)
- SEO and Google Analytics – October2019 (Vancouver Community College)
- Hootsuite Platform Certification – December2019
Languages
English
Professional Working
Hindi
Native or Bilingual
Punjabi
Native or Bilingual
Timeline
Assessment, Accounts & Benefits Processing Officer
Canada Revenue Agency (CRA)
11.2021 - Current
Customer Service Adjuster
Insurance Corporation of British Columbia (ICBC)
11.2020 - 11.2021
Customer Service Representative
CBV Collection Services Ltd.
06.2019 - 11.2020
Consulting Associate
Fuzion Public Relations Pvt Ltd.
05.2017 - 05.2019
Reporter
Hindustan Times
10.2015 - 05.2017
Image Consultant
Fuzion Public Relations Pvt Ltd.
07.2014 - 10.2015
Bachelor of Arts - undefined
Panjab University
Master of Arts - Journalism & Mass Communication
Panjab University
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