Summary
Overview
Work History
Education
Skills
Languages
Timeline
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GURPREET SINGH

Waterloo

Summary

Dedicated and customer-focused professional with over 5 years of experience in customer service, technical support, and team supervision across the retail, telecom, and food industries. Skilled in handling complex inquiries, resolving technical issues, and enhancing customer satisfaction. Proven ability to lead teams, streamline operations, and maintain high service standards. Proficient in CRM tools, hardware/software diagnostics, and cross-functional collaboration.

Overview

8
8
years of professional experience

Work History

Technical Support / Customer Service Representative

Teleperformance
09.2023 - 04.2025
  • Supported Level 1 agents by handling customer inquiries related to special investigations and recall concerns, especially airbag non-deployment after accidents or injury reports.
  • Escalated complex cases to the Special Investigations team for further evaluation and resolution.
  • Coordinated towing services, arranged rental vehicles and scheduled repairs with the nearest authorized dealerships.
  • Informed and educated customers on vehicle safety protocols and recall procedures, ensuring a smooth and satisfactory service experience.

Store Supervisor

Papa John's Pizza
11.2021 - 08.2023
  • Delivered excellent customer service while maintaining a positive, team-oriented work environment.
  • Managed daily store operations, including team scheduling, inventory control, and cash handling.
  • Trained and supervised new team members, ensuring adherence to company policies and operational standards.
  • Promoted upselling strategies and introduced value deals to increase sales and customer satisfaction.

Call Center Representative

Bharti Airtel
03.2017 - 03.2018
  • Addressed customer inquiries with a 95% satisfaction rating, consistently exceeding performance targets.
  • Diagnosed and resolved customer concerns, escalating technical or unresolved issues appropriately.
  • Collaborated with internal teams to enhance support workflows and improve response times.

Education

Post-Graduate Certificate - Process Quality Engineering

Conestoga College
Kitchener, ON
12.2019

Bachelors - Computer Science

Shri Mata Vaishno Devi University
05.2017

Skills

  • Technical Skills: MS Office (Excel, Word), Windows & Linux OS, Hardware/Software Troubleshooting, Application Installation & Diagnostics
  • Customer Support: CRM tools, Conflict Resolution, Communication & Interpersonal Skills, Customer Retention
  • Operational Excellence: Equipment Maintenance, Process Improvement, Project Coordination, Team Leadership & Training

Languages

English
Hindi
Punjabi

Timeline

Technical Support / Customer Service Representative

Teleperformance
09.2023 - 04.2025

Store Supervisor

Papa John's Pizza
11.2021 - 08.2023

Call Center Representative

Bharti Airtel
03.2017 - 03.2018

Post-Graduate Certificate - Process Quality Engineering

Conestoga College

Bachelors - Computer Science

Shri Mata Vaishno Devi University

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