HARMAN SINGH
Surrey,B.C
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Owner
Paragon Roofing BC
07.2020 - Current
- Accomplished and results-driven roofing company owner with a proven track record in project management and leadership, overseeing projects totaling $2 million in value
- Successfully managed roofing projects valued at $2 million, ensuring completion within budget and timelines
- Implemented efficient project scheduling, resource allocation, and quality control measures, resulting in a high client satisfaction rate
- Demonstrated strong leadership by serving as the day-to-day accountant, marketer, director, and sales representative for the company
- Built and led a cohesive team of 20 full-time staff, fostering a positive work environment and promoting a culture of excellence
- Spearheaded strategic planning initiatives to drive business growth and enhance profitability
- Established and maintained strong relationships with clients, earning a reputation for delivering exceptional service and exceeding customer expectations
- Proactively addressed client concerns and ensured timely resolution, contributing to a high rate of repeat business and referrals
- Effective communicator with the ability to convey complex information clearly and persuasively to various stakeholders, including clients, team members, and suppliers
- Committed to ongoing professional development and continuous improvement, seeking out new opportunities for business growth and operational efficiency.
Broker Inquiry Unit Representative
ICBC
07.2018 - 06.2022
- Provided efficient, accurate and effective responses to broker enquiries in a polite and professional manner
- Trained and advised brokers on the MVA, vehicle registration and driver licensing
- Accessed computer databases and reference manuals to research and obtain the required information to best enable the broker to complete the customer transaction while training them
- Performed assessment of situations using analytical skills to help brokers in an efficient manner
- Met all metrics, including taking on average 50 calls a day, under 370 average handle time (AHT)
- Lead training for representatives on file work and completed 20 percent of files individually, that were assigned to department.
Broker Inquiry Unit Supervisor
ICBC
01.2020 - 02.2021
- Trained, developed and motivated staff and influencing their actions and decision making
- Lead staff towards achieving departmental and individual goals
- Explained complex policies/procedures to customers and in understandable terms during escalations
- Lead in pandemic pre and post transition to work from home
- Coordinated with other departments such as account services, and implemented changes to call patterns that reduced call levels by 15 percent
- Increased compliance of team members by 20 percent over time via training
- Lead training for entire BEU department regarding new applications such as Jabber, and Cisco
- Coordinated with senior leaders to establish safe office environment during pandemic and stayed in office full time during start of pandemic
- Performed and facilitated multiple group presentations in huddles to reps and leaders to convey changes in BEU
- Demonstrated leadership by designing, and teaching policy center to new hire claim center representative class
- Implemented changes to debt authorization pages via OneNote to increase efficiency and reduce lag time for reps up to 70 percent
- Worked closely with Broker Account Representatives on multiple issues handling escalations regarding business, commercial insurance, auto-plan, RAAP, Enhanced Care and Policy Center
- Achieved BEU supervisor role (EOI) multiple times through work ethic while having a relatively short amount of time in ICBC
- Conducting phone and virtual meetings on RAAP related matters and operational issues.
Credit Cards Advisor – Call Center
Royal Bank of Canada
01.2018 - 07.2018
- Utilized strong analytical, writing, critical thinking and problem-solving skills with a demonstrated ability to manage multiple tasks, within a fast-paced environment and under the pressure of tight deadlines
- Communicated to disgruntled customers in a diplomatic, tactful, and discreet manner to solve problems while sharing requirements, the bank needs to approve requests
- Worked with a portfolio of accounts as directed by management, to increase sales, and took initiatives to increase results
- Granted personal lending authority (PLA) to authorize credit increases for clients while assessing their finances including their debt to asset ratio
- Promoted relationship building with customers, leading to 110 percent meeting of the sales targets
- Navigated provincial and commercial guidelines to ensure 100 percent compliance while lending
- Approached family, friends, and colleagues for inside sales opportunities while educating about products.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
Call Centre Representative
TELUS
01.2017 - 01.2018
- Properly directed inbound calls in phone queues to improve call flow
- Provided accurate and appropriate information in response to customer inquiries
- Showed compassion, empathy to clients and collaborated to provide solutions
- Dealt with commercial and personal accounts, reaching over 150 percent of sales targets
- Analyzed market trends to improve sales and be a leader in sales at TELUS, being in the top 10 of sales reps in the entire company including overseas
- Engaged in proactive relationship building with customers to follow up after sales, for more sales opportunities
- Approached family, friends, and colleagues for inside sales opportunities while educating about products.
- Maintained high call quality standards by adhering to company protocols and guidelines for efficient service delivery
- Achieved personal performance goals through effective call management, prioritization, and time management
Customer Service Representative Assistant Supervisor
Tsawwassen Mills
06.2016 - 01.2017
- Guided new associates in all aspects related to Guest Services while writing the manual and establishing training program, still being used at Mills
- Dealt with other regional malls, to coordinate higher sales close rates
- Worked closely with the management team to problem solve and ensure great guest experience
- Shown leadership by interviewing and assisting the selection process of new team members
- Implemented relationship building programs through bargaining with vendors which increased gift card sales by 12 percent
- Kept track of inventory while performing daily and quarterly audits.
- Streamlined workflow for faster response times through regular team training sessions
- Implemented new policies and procedures to improve overall customer service quality
- Enhanced customer satisfaction by efficiently addressing and resolving concerns
- Reduced employee turnover by fostering a positive work environment and providing supportive leadership
Loss Prevention Investigator
Loblaws
01.2015 - 02.2016
- Monitored Customer and Associate activities in the store for potential theft of company assets, while reducing theft by 27 percent at the location served
- Took appropriate and decisive action to prevent theft and fraud while performing an audit
- Apprehended individuals engaged in theft activity when prevention is not effective while being customer-centric
- Conducted surveillance and apprehension of external theft suspects in compliance with company ethical standards and apprehension guidelines.
- Enhanced store security by implementing comprehensive loss prevention strategies and procedures
- Conducted thorough investigations for suspected thefts, leading to increased recovery of stolen merchandise
- Collaborated with law enforcement agencies to ensure successful prosecution of criminal cases
- Reduced inventory shrinkage by analyzing and identifying trends in theft incidents and implementing targeted measures
Patrol Security Officer
Surrey Memorial Hospital
08.2013 - 12.2014
- Enhanced security measures by conducting thorough and consistent patrols in designated areas
- Reduced incidents of theft and vandalism by maintaining a visible presence and proactive approach
- Assisted in emergency situations, providing immediate support to first responders and evacuating affected individuals safely
- Collaborated with fellow officers to develop comprehensive patrol strategies, ensuring all areas were effectively monitored
- Developed strong relationships with local law enforcement agencies, promoting collaboration on investigations and crime prevention efforts
Education
Bylaw level 1-2 -
Justice Institute of British Columbia
Burnaby, BC01.2013
Bachelor of Arts- Double major in Business and Political Science -
Kwantlen Polytechnic University
Surrey, BC01.2023
Skills
- Able to pass criminal record check
- Class 5 BC driver’s license, and experienced driving as a Class 4 driver
- Leader while being a team player
- Reliable and flexible
- Dependable and able to pass health assessment requirements
- Adaptable interpersonal skills and skilled in hiring
- Ambitious and focused
- Possess analytical skills to analyze data and implement best steps for scenario
- Investigation and report writing
- Highly skilled in creating, implementing training systems
- Capable of increasing sales of others through training
- Highly capable dealing with business issues and commercial insurance
- Skilled in all business-related programs such as emails, PowerPoints, Excel, and Word
- Demonstrated sales knowledge
- Well-developed business acumen along with a demonstrated ability to generate creative client solutions
- Business Management
- Public relations
- Conflict resolution
- Report writing
- Interpersonal skills
- Geographical knowledge
- Patience and empathy
Certification
Chartered Insurance Professional (CIP) designation, 5 out of 10 courses completed including risk management courses
Volunteer Experience
- Delta Police, 2013, 2014, 284 hours
- Hellings Elementary School, 2013, 2016, 266 hours
- North Delta Secondary School, 2015, 2016, 150 hours
- Donated over $20,000 to the community through various local organizations
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Punjabi
Native or Bilingual
Timeline
Owner
Paragon Roofing BC
07.2020 - Current
Broker Inquiry Unit Supervisor
ICBC
01.2020 - 02.2021
Broker Inquiry Unit Representative
ICBC
07.2018 - 06.2022
Credit Cards Advisor – Call Center
Royal Bank of Canada
01.2018 - 07.2018
Call Centre Representative
TELUS
01.2017 - 01.2018
Customer Service Representative Assistant Supervisor
Tsawwassen Mills
06.2016 - 01.2017
Loss Prevention Investigator
Loblaws
01.2015 - 02.2016
Patrol Security Officer
Surrey Memorial Hospital
08.2013 - 12.2014
Bylaw level 1-2 -
Justice Institute of British Columbia
Bachelor of Arts- Double major in Business and Political Science -
Kwantlen Polytechnic University
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