Summary
Overview
Work History
Education
Skills
Timeline
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Gauravjeet Singh Maan

Sydney

Summary

Friendly, articulate, and results-driven customer service professional with proven success in fast-paced call centre environments. Skilled at managing high call volumes, resolving complex issues, and delivering excellent customer experiences. Brings a strong background in retail, manufacturing, and hospitality — industries requiring adaptability, clear communication, and a problem-solving mindset. Passionate about building customer loyalty and exceeding service targets.

Overview

5
5
years of professional experience

Work History

Assistant Supervisor

Teknaform Inc.
07.2022 - Current
  • Led a team of 15 operators, ensuring production targets and quality standards were met daily
  • Acted as the primary communication link between management and production staff
  • Trained new hires on safety, operational procedures, and teamwork principles
  • Resolved conflicts on the floor, preventing delays and improving morale
  • Assisted with scheduling and workload distribution to optimize productivity

Customer Service Representative

Nova Contact Solutions
01.2023 - 06.2024
  • Handled 80+ inbound calls daily, addressing billing, technical support, and account inquiries
  • Achieved 95%+ customer satisfaction scores by providing timely, empathetic support
  • Guided customers through troubleshooting steps, improving first-call resolution rate by 15%
  • Documented call notes in CRM accurately, ensuring smooth follow-up and team coordination
  • Met and exceeded monthly KPIs, including average handling time and upsell conversion targets

Sales Associate

Metro Retail Store
06.2021 - 11.2022
  • Assisted 100+ customers per day in finding products and answering product-related queries
  • Handled cash register operations with 100% accuracy and minimal discrepancies
  • Addressed customer complaints professionally, achieving a high retention rate
  • Organized in-store promotions that increased seasonal sales by up to 20%
  • Maintained store cleanliness and product displays to enhance shopping experience

Front Desk Receptionist

Holiday Inn
05.2020 - 05.2021
  • Greeted and checked in an average of 80 guests per shift while managing phone inquiries
  • Resolved booking issues, upgrades, and service requests promptly to ensure guest satisfaction
  • Coordinated with housekeeping and maintenance to meet special requests
  • Promoted hotel amenities, increasing upsell revenue by 12%
  • Maintained accurate billing records and processed payments efficiently

Education

Diploma - Business

Niagara College
Toronto, ON
01.2024

Skills

  • Inbound & Outbound Call Handling
  • Customer Relationship Management (CRM)
  • Conflict Resolution & De-escalation
  • Active Listening & Empathy
  • Technical & Product Support
  • Upselling & Cross-Selling
  • Data Entry & Accuracy
  • Time Management & Multitasking

Timeline

Customer Service Representative

Nova Contact Solutions
01.2023 - 06.2024

Assistant Supervisor

Teknaform Inc.
07.2022 - Current

Sales Associate

Metro Retail Store
06.2021 - 11.2022

Front Desk Receptionist

Holiday Inn
05.2020 - 05.2021

Diploma - Business

Niagara College

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Gauravjeet Singh Maan