Overview
Work History
Education
Timeline
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Navtej Perhar

Vancouver,BC

Overview

6
6
years of professional experience

Work History

Customer Support & Account Management Specialist

Mercury Technologies
08.2024 - 08.2025
  • Resolved 175-200 tickets per week over email, phone, and live chat, regularly hitting stretch targets while maintaining a 90%+ CSAT and 65% First Contact Resolution rate.
  • Collaborated with Risk and Compliance to verify customer documents such as: incorporation documents, financial statements, police reports, international identity documents, etc.
  • Became a Subject Matter Expert (SME) on Mercury's accounting integrations. Created training material and provided technical support for onboarding customers. Reduced the touches to resolve these tickets from an average of 5.7 to 2.3.
  • Partnered with Choice Financial Group to become a SME on Choice's banking practices and regulatory requirements. Updated all internal training documents and owned weekly banking reconciliation reports.

Customer Success Manager | SMB

Bench Accounting
08.2022 - 06.2023
  • Streamlined onboarding workflows through cross-functional collaboration, reducing Time to First Value for customers from 30 days to 5 days.
  • Reduced churn to below 3% by proactively identifying at-risk customers and addressing their pain points through 1:1 and 1:many consultative campaigns.
  • Regularly achieved stretch targets by managing renewals and identifying upsell opportunities. Increasing Annual Recurring Revenue by over $200,000 within the SMB segment.
  • Reduced delinquency rates by 63% by designing targeted outreach campaigns tailored to defined user-personas.
  • Contributed to company growth by driving referrals to Bench and Bench's partners from satisfied customers, increasing customer referral rate by over 100%.

E-Commerce and Customer Solution Specialist

Sundays Furniture
10.2021 - 03.2022
  • Ran performance analysis on the entire catalogue to identify top performing products; created promotional content with Marketing and Sales for these products, increasing in-store traffic by 15% and clicks on promoted material by over 25%
  • Enhanced collaboration with cross-functional teams, resulting in higher-quality deliverables and increased customer satisfaction. Liaised cross-functionally to implement strategic projects, allowing Sundays to regularly exceed quarterly revenue targets by 5-9%.
  • Owned reviews on all social platforms, transforming customers from purchasers to referrers. Boosted referral rate by over 40% and maintained a 4.6 rating on Google Reviews and Stamped.io.

Onboarding Consultant

Fresh Prep Food Inc.
10.2021 - 12.2021
  • Revised Fresh Prep's onboarding material, redefining 87 core SOPs for Customer Success. This resulted in a more accurate and up-to-date playbook for Fresh Prep to use as the company expanded into new markets.
  • Translated complex technical concepts into clear and concise internal and external documentation.
  • Designed a 2-week guided onboarding program for new hires, which reduced onboarding time from 25 to 14 days. Allowed for more efficient ramping as the team expanded by 200%.

Customer Success Team Lead

Fresh Prep Food Inc.
08.2021 - 10.2021
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities for new and tenured team members in weekly 1:1s. Up-skilled team to reduce skill gaps.
  • Grew Customer Success team by 200% when Fresh Prep expanded operations. Allowed Fresh Prep to maintain its 4-hour FCR and 4.6 CSAT score as Fresh Prep acquired over 5,000 new customers.
  • Tracked and reported on various KPIs of Customer Success to senior leadership and C-Suite. Including, but not limited to: CES, Churn, CLV, CSAT, FCR, and RPR.

Customer Success and Marketing Specialist

Fresh Prep Food Inc.
02.2020 - 08.2021
  • Held top performer status for entire 1.5-year tenure in this role. Resolved over 15,000 tickets. Maintained 95%+ CSAT, and under 2 hour First Contact Rate
  • Acted as Voice of the Customer for the new "Returnables" product. Collaborated with backend developers and UI designers to reduce time to resolution by 30%.
  • Automated Fresh Prep's late delivery notification system, reducing completion time by 75%. Allowed for more efficient customer notification, and decreased inbound inquiry volume by over 50%.

Education

Bachelor of Arts -

University of British Columbia

Diploma -

Sciences Po

Timeline

Customer Support & Account Management Specialist

Mercury Technologies
08.2024 - 08.2025

Customer Success Manager | SMB

Bench Accounting
08.2022 - 06.2023

E-Commerce and Customer Solution Specialist

Sundays Furniture
10.2021 - 03.2022

Onboarding Consultant

Fresh Prep Food Inc.
10.2021 - 12.2021

Customer Success Team Lead

Fresh Prep Food Inc.
08.2021 - 10.2021

Customer Success and Marketing Specialist

Fresh Prep Food Inc.
02.2020 - 08.2021

Bachelor of Arts -

University of British Columbia

Diploma -

Sciences Po

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Navtej Perhar