Harsaran Singh
Mississauga,ON
Summary
Accomplished leader with a proven track record in team management and conflict resolution within the aquatics industry. Excel in fostering positive customer experiences by attentively addressing concerns and swiftly resolving conflicts. Known for building strong rapport with customers and staff, resulting in increased satisfaction levels. Collaborative problem-solving approach consistently enhances customer and employee satisfaction.
Resourceful Customer Service Representative Team Lead known for high productivity and efficient task completion. Specialized skills include conflict resolution, team management, and customer relationship building. Excel in communication, empathy, and leadership to enhance team performance and customer satisfaction.
Overview
3
3
years of professional experience
4047
4047
years of post-secondary education
1
1
Certification
Work History
Customer Service Representative- Team Lead/Supervisor
GTAA Toronto Pearson Airport(YYZ)
04.2025 - Current
- Successfully managed a team of 30 Customer Service Representatives under the operation.
- Implemented departmental policies and procedures, resulting in a 20% improvement in efficiency.
- Reduced call wait times by 15% and increased first call resolution rates by 10% through proactive monitoring and coaching.
- Conducted over 200 one-on-one meetings to discuss individual performance goals, achieving a 95% satisfaction rate among team members.
- Trained 50+ newly hired Customer Service Representatives, leading to a 25% decrease in onboarding time.
- Maintained accurate records of employee attendance, vacation days, and sick leave requests.
- Identified and implemented 10 process improvements within the department.
- Fostered open communication between team members, resulting in improved handling of difficult customers.
- Promoted a clean, safe, and friendly work environment, contributing to a 90% employee satisfaction score.
- Provided support to department leads with process and personnel needs.
- Mentored and coached team leads, fostering their professional growth and enhancing departmental effectiveness.
Assistant Manager
GTAA Toronto Person Airport
01.2024 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Supervised operations staff, ensuring 100% compliance with company policies and procedures
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted bi-monthly performance reviews, leading to a 15% increase in overall staff productivity.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly..
- Empowered employees, resulting in 20% increase in accountability and improved performance outcomes.
- Coordinated staff schedules to ensure optimal coverage and efficiency.
- Assisted in managing daily operations at a major international airport.
Airport Dispatch Coordinator
GTAA Toronto Pearson
05.2023 - 12.2023
- Mitigated potential conflicts between customers and airline staff during high-pressure situations, serving as a liaison to ensure smooth operations.
- Developed and nurtured strong relationships with clients by providing consistent updates on shipment statuses and addressing their concerns promptly.
- Streamlined communication between drivers, customers, and management for improved customer satisfaction.
- Utilized DispatchPro software to coordinate and track shipments, improving operational efficiency by 15%.
- Collaborated with airline staff and ground crews to streamline processes, resulting in a 25% reduction in turnaround time for aircraft offboarding and boarding.
- Conducted regular quality checks using Checkpoint software, identifying and addressing potential issues before they impacted service delivery.
Customer Service Representative
GTAA Toronto Pearson Airport(YYZ)
01.2023 - 03.2023
- Responded promptly to customer inquiries via phone, email, and in-person interactions.
- Demonstrated proficiency in using CRM software to document customer interactions and track issue resolution.
- Collaborated with cross-functional teams to address complex customer issues and ensure seamless service delivery.
- Consistently met or exceeded performance targets, including response time and customer satisfaction metrics.
- Participated in regular training sessions to stay updated on product knowledge and customer service best practices.
- Actively contributed to team meetings, providing valuable insights and suggestions for process improvements.
- Recognized by management for outstanding performance and dedication to delivering exceptional customer service.
- Maintained a positive attitude and professional demeanor in high-pressure situations, ensuring positive customer experiences.
- Acted as a liaison between customers and other departments to facilitate swift resolution of inquiries and concerns.
- Demonstrated adaptability by quickly learning and mastering new procedures and technologies to better serve customers.
Education
BBA - Business Administration-Executive
Sheridan College Institute of Technology And Advanced Learning
Mississauga, ONHigh School Diploma -
St Joseph's Convent School
Nanital,IndiaSkills
- Team Management & Coaching: Effectively led and coached teams to achieve goals and foster professional growth
- Complaint Handling & Continuous Improvement: Expertly resolved customer complaints while implementing continuous improvement initiatives
- Federal Regulations Compliance & HR Support: Ensured compliance with federal regulations while providing HR support to staff
- Staff Monitoring & Employee Retention: Monitored staff performance and implemented strategies to enhance employee retention
- Skill Development & Quality Assurance: Facilitated skill development programs and maintained high standards of quality assurance
- Team Management & Coaching: Effectively led and coached teams to achieve goals and foster professional growth
- Bookkeeping & Database Management: Maintained accurate bookkeeping records and proficiently managed databases
- Check Processing & Payroll Administration: Handled check processing and efficiently managed payroll administration
- Reception Oversight & Meeting Planning: Managed reception operations and efficiently organized meetings
- Skill Development & Quality Assurance: Facilitated skill development programs and maintained high standards of quality assurance
- Staff Monitoring & Employee Retention: Monitored staff performance and implemented strategies to enhance employee retention
- Federal Regulations Compliance & HR Support: Ensured compliance with federal regulations while providing HR support to staff
- Complaint Handling & Continuous Improvement: Expertly resolved customer complaints while implementing continuous improvement initiatives
- Team Management & Coaching: Effectively led and coached teams to achieve goals and foster professional growth
- Reception Oversight & Meeting Planning: Managed reception operations and efficiently organized meetings
- Check Processing & Payroll Administration: Handled check processing and efficiently managed payroll administration
- Bookkeeping & Database Management: Maintained accurate bookkeeping records and proficiently managed databases
- Office Administration & Database Management: Provided comprehensive office administration support, including database management
Education
other,other
Certification
- IFIC
- Administrative Assistant
Timeline
Customer Service Representative- Team Lead/Supervisor
GTAA Toronto Pearson Airport(YYZ)
04.2025 - Current
Assistant Manager
GTAA Toronto Person Airport
01.2024 - Current
Airport Dispatch Coordinator
GTAA Toronto Pearson
05.2023 - 12.2023
Customer Service Representative
GTAA Toronto Pearson Airport(YYZ)
01.2023 - 03.2023
BBA - Business Administration-Executive
Sheridan College Institute of Technology And Advanced Learning
High School Diploma -
St Joseph's Convent School