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, ON12.2019
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
Similar Profiles
MACKLYNE IMARYMACKLYNE IMARY
Customer Support Expert at TeleperformanceCustomer Support Expert at Teleperformance
Noluthando Palesa GxowaNoluthando Palesa Gxowa
Customer Service Executive at TeleperformanceCustomer Service Executive at Teleperformance
Shankorien DavisShankorien Davis
Customer Service Representative at TeleperformanceCustomer Service Representative at Teleperformance
Alexandros BaxevanoglouAlexandros Baxevanoglou
Operations Supervisor at TeleperformanceOperations Supervisor at Teleperformance
KEVIN SWANDIKEVIN SWANDI
Technical Project Lead at GRUPO COBRATechnical Project Lead at GRUPO COBRA