Summary
Overview
Work History
Education
Skills
Timeline
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Jaskirat Singh Pandher

Ludhiana

Summary

Results-driven professional with extensive experience in customer services. Adept at resolving participant inquiries, enhancing service quality, and ensuring client satisfaction. Strong focus on team collaboration and flexibility to adapt to changing needs. Valued for excellent communication and problem-solving abilities.

Overview

8
8
years of professional experience

Work History

Participant Service Representative

Manulife, Canada
11.2024 - 03.2025
  • Delivered exceptional service by managing and resolving high-volume inquiries for group medical, individual financial, and wealth management products, consistently achieving 95%+ customer satisfaction scores.
  • Successfully handled and closed complex customer queries via phone and email, ensuring first-contact resolution and reducing repeat calls by 15% through effective issue ownership and proactive solutions.
  • Identified process gaps and recommended service improvements, contributing to a 10% boost in team productivity and enhanced overall customer experience.
  • Maintained 100% compliance with internal policies and regulatory requirements, ensuring accuracy and quality standards were consistently met.
  • Collaborated with management on ad-hoc projects and strategic initiatives, directly supporting business goals and operational efficiency improvements.

Customer Service Liaison

ShipMonk, Canada
09.2023 - 04.2024
  • Coordinated over 100 projects, leveraging project management tools and cross-functional communication to ensure timely completion within 24-hour SLAs, contributing to a 25% increase in client satisfaction.
  • Managed and optimized warehouse operations, leading to significant reductions in processing errors and enhancing overall operational efficiency.
  • Identified and proactively addressed potential inbound challenges, ensuring strict adherence to SLA requirements through close collaboration with cross-functional teams.
  • Monitored open work status in the warehouse, ensuring prompt completion of tasks within specific timeline.
  • Escalated potential warehouse issues to the Client Experience Team and Process Improvement Leaderships, ensuring swift resolutions and continuous improvement.
  • Implemented efficient communication methods within the Client Experience and Operations Teams, resulting in improved operational efficiency.

Sr. Process Specialist

Amazon
02.2023 - 05.2023
  • Partnered with Seller Experience team to implement an automated tool Albus for policy related reopen contacts, which resulted in 30% drop in policy related reopen rate worldwide.
  • Conducted a root cause elimination dive with one of the key stakeholders and implemented the actionable insights generated from dive for contact elimination for one of the high impacting seller issues, which resulted in reducing the contacts by 70%.
  • Led an audit project related to high impacting operations metrics and shared weekly compliance reports with operation teams for corrective actions, which resulted in improving the operations metrics by 17% worldwide and SOPs compliance.
  • Partnered with the learning program team for the Tenured Performance Initiative and prepared 4 training modules for top impacting issues. Adoption of the modules resulted in 7.8 bps global contact reopen rate improvement against the target of 5.7bps.

Quality Auditor

Amazon
10.2020 - 02.2023
  • Worked on a collaborative audit project “Contact Overuse Defect Elimination”, which led to blocking 165 Merchant accounts for creating 97,000 contacts which were not compliance to amazon policies and additionally a warning was issued to 27 seller accounts for the same.
  • Worked on a high priority project to help associates deviate from the standard process for seller issue resolution. Out of 11,000 contacts audited, 10.23% of the contacts were found to have the opportunity of seller issue resolution by deviating from the process.

Selling Support Mentor

Amazon
08.2020 - 10.2020
  • Trained and mentored a team of 18 newly hired associates, both mentoring and training was done within 3 weeks, expected timeline was 4 weeks.
  • Monitored the performance of all new hires during and after the mentoring phase and shared real-time feedback and coaching to associates on improving quality and productivity, which resulted in associates being self-sufficient within 2 weeks

Sr. Seller Support Associate

Amazon
09.2017 - 08.2020
  • Identified a process defect which negatively impacted site’s positive response rate metrics and worked with the Kaizen team to fix the issue, which led to increasing the positive response rate from sellers.
  • Demonstrated effective, clear and professional written communication, by resolving the seller issue by managing 50+ emails

Education

MBA - Operations

Lovely Professional University
Phagwara, PB
07-2017

Bachelor of Technology - Mechanical Engineering

Lovely Professional University
Phagwara, PB
07-2015

Skills

  • Data entry proficiency
  • Strong interpersonal skills
  • Teamwork and collaboration
  • Process improvement
  • Project management
  • MS office
  • Analytical thinking
  • Problem-solving abilities
  • Customer service

Timeline

Participant Service Representative

Manulife, Canada
11.2024 - 03.2025

Customer Service Liaison

ShipMonk, Canada
09.2023 - 04.2024

Sr. Process Specialist

Amazon
02.2023 - 05.2023

Quality Auditor

Amazon
10.2020 - 02.2023

Selling Support Mentor

Amazon
08.2020 - 10.2020

Sr. Seller Support Associate

Amazon
09.2017 - 08.2020

MBA - Operations

Lovely Professional University

Bachelor of Technology - Mechanical Engineering

Lovely Professional University

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Jaskirat Singh Pandher