Jass Uppal
Administration Specialist
Surrey,BC
Summary
Experienced Administration Specialist with 10+ years in customer operations and support. Demonstrated ability to manage customer inquiries, achieving an 89% resolution rate and increasing overall satisfaction by 5%. Skilled in coordinating project administration and office relocations, leading to a 5% reduction in maintenance costs. Extensive knowledge of financial management and compliance ensures operational efficiency. Excited to leverage strong organizational and relationship-building skills to enhance operational excellence.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Operations Specialist
NuWest Holdings Ltd
02.2019 - 03.2023
- Addressed customer inquiries effectively through face-to-face interactions, emails, and phone calls, achieving a timely resolution rate of 89%, an increase from 73%
- Implemented preventive maintenance on machines and equipment, optimising safety and enhancing operational quality
- Maintained physical customer files, organised chronologically, and securely stored digital versions in MS Access with password protection
- Evaluated customer feedback and executed strategic improvements, attaining a 5% increase in overall satisfaction, reaching 91%
- Communicated with general managers and facility teams regarding upcoming repairs and projects
- Fostered and strengthened customer relationships, culminating in a significant 20% increase in revenue
Customer Support Administrator
Trail Appliances
06.2016 - 07.2018
- Planned and managed a portfolio of 130 customer orders from four field salespeople, overseeing a substantial call volume and ensuring optimal client satisfaction
- Monitored and secured client portfolios through regular updates, accurate balance calculation, and seamless processing
- Resolved customer queries and escalated calls to the relevant departments, maintaining the customer database, which contributed to a 14% decline in customer feedback issues and an 85% increase in customer satisfaction
- Entered customer orders with precision and collaborated closely with the Sales and Customer Support Team to deliver timely proactive service and support
Facilities Coordinator / Guest Services
Accenture
04.2010 - 01.2014
- Effectively managed project administration with vendors and contractors to ensure timely project delivery
- Coordinated office relocations and space planning projects, liaising with stakeholders to minimise downtime and disruptions
- Accurately processed invoices and resolved discrepancies, ensuring robust financial management
- Attained a 5% reduction in maintenance costs while enhancing response times to service requests by 17%
- Maintained full compliance with health and safety regulations, achieving a 100% compliance rate
- Efficiently recorded service requests and maintenance activities, resulting in an 87% improvement in operational efficiency
Education
DIP. OPSMA. - Operations Management
Oxford Home Study
Oxford, England, UK07-2025
Bachelor of Arts - Business Administration
University of West London
Middlesex, England, UK 06.2000
DIP. BADM. - Business Finance
East Berkshire College
Langley, Berkshire, UK06.1996
Skills
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Google Docs
- MS Access
- Salesforce
- PowerPoint
- Call Centre Software
- SAP
- Attention to Detail
- Research Skills
- Problem-Solving
- Effective Communication
- Customer Service
- Time Management
- Analytical Skills
- CRM
- Word Processing
- Service level agreements
- Complaint handling
- Reporting and documentation
- Escalation management
Languages
English
Punjabi
Hindi
Certification
Alison Empower Yourself - Data Tools & Techniques
August 2024
Timeline
Customer Operations Specialist
NuWest Holdings Ltd
02.2019 - 03.2023
Customer Support Administrator
Trail Appliances
06.2016 - 07.2018
Facilities Coordinator / Guest Services
Accenture
04.2010 - 01.2014
DIP. OPSMA. - Operations Management
Oxford Home Study
Bachelor of Arts - Business Administration
University of West London
DIP. BADM. - Business Finance
East Berkshire College
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