Dhanveer Singh
Hamilton,ON
Summary
RIBO Level 1 Candidate with strong customer service and escalation-handling experience in high-volume, compliance-driven environments. Proven ability to resolve complex customer issues, communicate policy-driven decisions clearly, and maintain professionalism under pressure. Seeking an entry-level role in personal lines insurance to apply regulatory knowledge and client-facing expertise.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Escalation Specialist
ECAM
Hamilton, ON
06.2024 - Current
- Handled escalated client situations requiring strict adherence to company policies and procedures
- Communicated decisions clearly to customers in high-stress and time-sensitive situations
- Maintained professionalism while managing emotionally charged client interactions
- Assessed incidents and determined appropriate actions based on predefined guidelines
Supervisor
Shell
Hamilton, Ontario
01.2023 - 06.2024
- Resolved customer complaints and payment disputes professionally in a high-volume environment
- Enforced company policies and safety procedures while managing customer expectations
- Maintained service quality during peak hours and high-pressure situations
- Trained and supported staff on customer service protocols and conflict handling
Education
Diploma - Computer Technician Networking System
Mohawk College of Applied Arts And Technology
Hamilton, None12-2024
Skills
Client communication & needs assessment
Handling escalated customer complaints
Professional verbal & written communication
Complaint handling & service recovery
Attention to detail & accuracy
Multi-tasking under high call / customer volume
Certification
• RIBO Level 1
• Basic computer
• Typing certification
• WHSA
• WHMIS
• OHRC
• Basic computer
• Typing certification
• WHSA
• WHMIS
• OHRC
Insurance Interest & Career Focus
- Actively pursuing RIBO Level 1 licensing
- Strong interest in personal lines insurance and client advisory roles
- Committed to learning insurance products, regulations, and compliance standards
- Seeking long-term growth within the insurance industry
Timeline
Escalation Specialist
ECAM
06.2024 - Current
Supervisor
Shell
01.2023 - 06.2024
Diploma - Computer Technician Networking System
Mohawk College of Applied Arts And Technology