Sagar Patel
Edmonton
Summary
Professional Support Specialist with broad experience in delivering exceptional client assistance and resolving complex issues. Strong focus on team collaboration, adapting to changing needs, and achieving results. Skilled in troubleshooting, communication, and conflict resolution. Known for reliability, problem-solving, and customer-centric approach.
Experienced with community engagement and public service delivery. Utilizes strong problem-solving skills to address community needs and improve service effectiveness. Track record of effective communication and team collaboration to achieve results.
Public services professional with strong background in community engagement and public administration. Skilled in conflict resolution, project management, and policy implementation. Known for fostering collaborative team environments and adapting to changing needs. Dependable, results-driven, and highly organized.
Professional consultant with focus on government operations. Known for improving operational efficiency and policy implementation. Reliable team player who adapts to changing needs and drives results. Expertise in strategic planning and project management.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Support Advisor
City of Edmonton
11.2023 - Current
- Escalating caller’s concerns, inquiries and complaint to appropriate area of city services which has past the service level expectations/thresholds
- Working with department re-directions and re-routing the tickets which were sent to wrong areas for resolution
- Providing feedback or coaching to agents inquiries for not following city’s SOP’s or guidelines for all city departments
- Assisting with 1:1 coaching after getting approval from team lead to improve 311 agents skills in dealing with area of opportunities and feedback grievances
- Also helping 311 agents understanding the City SOP’s in dealing with RAMS invoices for community services and other financial documents on Posse
- Experience troubleshooting issues for technology glitches and reporting IT issues by forwarding tickets with detailed notes and screenshots to city’s Digital workplace Team
- Always looking to learn new softwares and applications as test case usage before implementing new technology for 311 Team
- Helped city operations team to conduct spot audit checks for all city areas to develop a report which helps understanding the efficiency and city department’s following SOP’s within Service delivery time also following up with clients for resolutions
- Worked with Epark team for transition to new payment system – hotspot parking
- We helped with client’s epark refunds and confirming the clients are enrolled to new software with remaining credits on the file
- Epark refund project helped learning the process of - how the client’s financial data is stored and kept confidential for processing their epark transaction in city of edmonton
- Got opportunity to be part of Occupational health and safety audit conducted by 3rd party auditors related to safety at workplace
- The audit for occupational health and safety has provided insights about how city evaluates hazards in each areas and what measures are taken to eliminate or reduce the impact of hazards assessment
- Contacting supervisor’s , executives and other authorities for responsible areas to help client’s with their escalations and more information related to rerouting tickets internally within departments
- Following up with both caller and department to collect appropriate information to proceed with request or complaints
- Assisting financial reconciliation work for invoices of accounts receivable and accounts payable related to citizen services
- Ability to work with financial accounts for cash control related to community services, development services and other payments related services
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Mentored junior team members in mastering complex technical concepts, bolstering the overall capabilities of the support unit.
- Enhanced user experience by providing comprehensive troubleshooting guidance for various software and hardware systems.
- Delivered exceptional remote support services by leveraging advanced diagnostic tools and methodologies.
- Assisted in deployment of software updates to improve system functionality and user experience.
- Enhanced security measures by identifying and mitigating potential threats, safeguarding user data and trust.
- Streamlined internal processes for quicker issue resolution, leading to reduction in average response time.
- Trained new team members on support protocols and tools, enhancing team efficiency and service quality.
- Generated reports to track performance and analyze trends.
- Diagnosed and troubleshot hardware, software and network issues.
Communications and Engagement Assistance
City of Edmonton
07.2022 - 11.2023
- Helping Citizens to schedule Inspections regarding safety codes (planning and development)
- Inquiries resolution for Permits/licensing, business license, animal and pet license and waste management
- Helping with parking permit Inquiry
- Forwarding inquiries to different areas of operations
- Proficiency using Google suites, Posse, SAP, CRM, SAAS based software, Cisco, CACTIS and tableau
- Knowledge to assist citizens with ArcGIS pro/ Mapping tools like slim maps, other mapping software for City of Edmonton
- Assisting clients with Transit and Community services software like RAMS, Icepay, Posse and City of Edmonton web page resources
- Google Meeting agendas and other development related software usage
- Assisting citizen with information related city services and other city operated recreational areas
- Information related to building and development process is provided to citizen through email, mail and telephone inquiries
- Interpreting, listening, analyzing and executing the right process for operations and callers inquiries
- Looking for sources to find right information on Edmonton.ca , SLIM maps, Google and other open sources data
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Proven ability to learn quickly and adapt to new situations.
- Organized and detail-oriented with a strong work ethic.
- Managed time efficiently in order to complete all tasks within deadlines.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Administrative Assistant
City of Edmonton
05.2022 - 11.2022
- Manage the staff working at admission desks, ordering supplies and inventory for fort Edmonton park
- Obtain and record all necessary information for managing fort Edmonton park, ensuring that all details are documented thoroughly and accurately to ensure legal requirements are met
- Create and maintain records of financial documents, admission desk and operations documents using POSSE and Customer Relationship Management
- Feedback, complaints, inquiries and concerns related to fort Edmonton park replied and checked on regular basis and responded with careful consideration and investigation
- Process exception mail, which requires analysis and correction of invoices
- Quote the appropriate fees and bylaw requirements and record the action taken
- Participate in working committees or project teams as required
- Complete related clerical duties as required and maintain the public waiting areas and shared workspaces/common area
- Assisting human resource department, operations and other clerical staff for their training and development at Fort Edmonton Park
- Co-coordinating with bookings, rentals and events scheduling team, helping staff for managing this bookings, invoice payments and feedback for the same
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
- Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
- Addressed IT issues by coordinating with tech support, minimizing downtime and maintaining operational efficiency.
- Managed scheduling for executive team, balancing complex calendars to ensure optimal use of time.
- Maintained inventory of office supplies and placed orders.
- Facilitated training sessions for new software tools, increasing team productivity and reducing learning curves.
- Improved staff morale by organizing recognition programs, acknowledging outstanding contributions and fostering positive work culture.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
Member Experience Liaison at Recreational/Community Centre
City Of Edmonton
06.2021 - 07.2022
- Helping citizen service for decision making process and developing policies of safety at Recreational Facility
- Follow up on booking regarding Rentals, meetings and other conference events at recreational facility
- Customer service regarding usage of fitness Equipment, inquiries of drop in programs, enrollment of arts and cultures classes and other group classes for kids and adults
- Assist the facility planner in making weekly schedules for gymnasium at various recreational Facility
- Facilitating the staff and new hires regarding training, mentoring, 1 on 1 training, orientation and on boarding
- Helping to make the Recreational Facility, Rehab Centre and other cultural/city facility in making schedules
- Following up on customer inquiries, feedback and complaints
- Supervising Community Funded Events, donors programs and other social activities in City of Edmonton
- Assisting citizens in providing knowledge of health and recreation programs including arts and cultural, aquatic, outdoor and adventures, parks and golf courses bookings online and through emails
- Communicating information and program information to citizens according to their understanding and with municipality outlined legislation
- Proficiency in using ServiceNow , Epros , JIRA, Zendesk and cloud based CX softwares
- Maintained a high degree of professionalism at all times, representing the organization with integrity in both internal and external interactions.
- Acted as the liaison between upper management and staff members, promoting positive working relationships built on trust.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Evaluated customer needs and feedback to drive product and service improvements.
- Collected, arranged, and input information into database system.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Conducted regular reviews of operations and identified areas for improvement.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
Department Manager
Walmart Supercentre
02.2018 - 11.2021
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
- Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands
- Implemented successful marketing and promotional strategies worth over $100M in yearly revenue
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention
- Coached 20 sales associates in product specifications, sales incentives and selling techniques, increasing customer satisfaction ratings 100%
- Analyzed and interpreted store trends with SMART Application to facilitate planning
- Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
- Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
- Advised upper management on key decisions based on thorough analysis of sales trends, market conditions, and competitor activities.
- Assisted in talent acquisition efforts, hiring top candidates to strengthen the department''s capabilities.
- Provided ongoing staff development opportunities through training programs, workshops, and regular feedback sessions.
- Managed projects efficiently from inception to completion ensuring timely delivery within budget constraints.
- Implemented quality control measures that resulted in improved products or services within the department offerings.
- Oversaw departmental budgets to ensure financial efficiency, leading to significant reduction in unnecessary expenditures.
- Developed and executed innovative promotions, driving increased foot traffic and sales.
Multi Unit Operations Supervisor
HMSHost International
11.2018 - 03.2020
- Developed team communications and information for weekly meetings
- Managed quality assurance program including on site evaluations, internal audits and customer surveys
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
- Monitored social media and online sources for industry trends
- Performed various administrative functions, including filing paperwork, delivering mail, sorting mail, office cleaning and bookkeeping
- Received training and certification from AGLC to represent brand, explain technical functions of mobile devices and guide product selection by customers
- Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance
Retail Store Manager
Pizza Pizza
09.2014 - 01.2018
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences
- Managed all aspects of store operations, including organization, maintenance and purchasing functions
- Trained team members in successful strategies to meet operational and sales targets
- Established and optimized schedules to keep coverage and service in line with future demands
- Resolved customer service issues promptly
- Improved sales process and tracking with implementation of new point of sale (POS) system
- Grew company sales 30% by devising strategic promotional plans capitalizing on changing market conditions
Shift Supervisor
Domino's
11.2012 - 08.2014
- Completed store opening and closing procedures, including setting up registers and checking products
- Helped store management meet standards of service and quality in daily operations
- Worked with team members to improve performance and implement training updates
- Conducted routine inspections of incoming materials to check quality and compliance with established product specifications
- Delivered successful training to more than 10 employees during 2 years tenure, educating on successful work processes and productivity strategies
Education
Post Graduation of Business Management - Human Resources Management
Lambton College of Applied Arts And Technology
Toronto, ON08-2014
Bachelor of Business Administration - Human Resources Management
SEMCOM - Sardar Patel University Gujarat India
India 03-2012
Skills
- Customer service
- Remote support
- Support services
- Customer relationship management
- Training and coaching
- Recordkeeping skills
- Technical assistance
- Technical troubleshooting
- Incident management
- Empathy and patience
- Escalation handling
- [Software] expertise
- Service desk operations
- Data collection
- Customer engagement
- Relationship building
- Client communication
- Report preparation
- Project coordination
- Customer needs assessment
- Tracking and documentation
- Workforce planning
- CUSTOMER EXPERIENCE
- RELATIONSHIP MANAGEMENT
- FINANCIAL ANALYSIS
- WEALTH PLANNING
- REPORTING AND ANALYSIS
- SALES PROFICIENCY
- MICROSOFT OFFICE
- ORAL AND WRITTEN COMMUNICATIONS
- COMPUTER APPLICATIONS
- DATA ENTRY
- DECISION MAKING
- DOCUMENTATION
- TEAM ENVIRONMENT AND WORK INDEPENDENTLY
- INVENTORY CONTROL
- MARKET RESEARCH
- MEETINGS AND PRESENTATIONS
- ACCOUNTABILITY AND PROFESSIONALISM
- RECRUITMENT
- REPORTS INTERPRETATION
- HEALTH AND SAFETY
- DATA ANALYSIS
- SCHEDULING
- MULTI-OPERATIONS MANAGEMENT
- OPERATIONS LEADERSHIP
- TALENTED MULTI-TASKING
- CASH REGISTER OPERATIONS
- SUPERVISORY EXPERIENCE
- PROBLEM SOLVING SKILLS
- PUBLIC ADMINISTRATION AND LEGISLATION COMMUNICATIONS
Languages
English
Full Professional
Hindi
Full Professional
Certification
• Certified for WHIMIS and health & safety at workplace
• Diploma in Personality Development
• Advanced Diploma in Global Business.
• Human Resource Management Internship.
• College Representative for BBA team and social outreach committee.
• Certificate of safety on the move training
• Certified Walmart's global statement of ethics and global anti-corruption policy.
• RAYMOND Power equipment.
• AMVIC license.
• Smart Serve license by AGLC.
• Sell Safe certified And Qualified Cannabis Worker by AGLC.
Timeline
Support Advisor
City of Edmonton
11.2023 - Current
Communications and Engagement Assistance
City of Edmonton
07.2022 - 11.2023
Administrative Assistant
City of Edmonton
05.2022 - 11.2022
Member Experience Liaison at Recreational/Community Centre
City Of Edmonton
06.2021 - 07.2022
Multi Unit Operations Supervisor
HMSHost International
11.2018 - 03.2020
Department Manager
Walmart Supercentre
02.2018 - 11.2021
Retail Store Manager
Pizza Pizza
09.2014 - 01.2018
Shift Supervisor
Domino's
11.2012 - 08.2014
Post Graduation of Business Management - Human Resources Management
Lambton College of Applied Arts And Technology
Bachelor of Business Administration - Human Resources Management
SEMCOM - Sardar Patel University Gujarat India
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