Suhail Patel
Toronto,ON
Summary
Customer support specialist recognized for high productivity and efficient task completion. Specialized in problem-solving, customer relationship management, and technical support. Strong communication, empathy, and adaptability skills ensure exceptional service delivery. Committed to enhancing customer satisfaction and driving business success.
Overview
10
10
years of professional experience
Work History
Inside Sales Representative and Customer Support
1 800 GOT JUNK
, Canada
01.2026 - Current
- Managed high-volume inbound customer inquiries, resolving service-related concerns for timely support.
- Achieved daily adherence target of 95% for service efficiency.
- Documented customer interactions accurately in CRM systems to maintain records.
- Delivered consultative support to enhance customer satisfaction and build long-term relationships.
- Met productivity targets while ensuring high-quality service and attention to detail.
Patient Support (Healthcare Services) | Part-time
Shoppers Drug Mart
Markham, Canada
01.2018 - 01.2026
- Maintained empathetic, clear communication to effectively resolve patient concerns and improve satisfaction
- Responded to phone and email inquiries regarding pharmacy and healthcare services to enhance patient understanding
- Delivered quality care to customers through close collaboration with pharmacist.
- Assisted pharmacists with filling prescriptions and verifying medication accuracy.
- Coordinated scheduling of appointments and managed reimbursement updates to ensure efficient service delivery.
- Process documentation in compliance with privacy and regulatory requirements
- Supported the training of new staff on pharmacy procedures and policies.
- Received telephone calls from physicians, nurses or other healthcare professionals requesting information about medications or supplies.
Team Manager, Healthcare Operations & Customer Support
Shoppers Drug Mart
Mississauga, Canada
01.2023 - 01.2025
- Managed team of 24 pharmacy assistants in fast-paced regulated healthcare environment.
- Provided coaching, training, and performance feedback while reinforcing compliance standards.
- Monitored production metrics and ticket volumes to ensure SLA adherence and optimize staffing levels.
- Coordinated HR-related inquiries and bi-weekly payroll processing to ensure accurate documentation.
- Collaborated with IT teams and external partners to schedule system upgrades and maintenance.
- Maintained shared team email, responding effectively to internal and external communications.
Product Implementation & Customer onboarding (Healthcare SaaS)
Shoppers Drug Mart
North York, Canada
01.2016 - 01.2023
- Onboarded clients across Canada to new system, improving user familiarity and satisfaction.
- Provided email and virtual support during onboarding and product rollouts, enhancing client engagement.
- Served as initial contact for technical support during system go-live, facilitating smoother transitions.
- Diagnosed and resolved workflow system issues, boosting client experience and support efficiency.
- Conducted follow-ups to ensure successful adoption and reduce recurring support tickets.
- Collaborated with IT teams, management, and external stakeholders to address technical concerns.
- Identified recurring issues, recommending process improvements and automation solutions.
- Supported development of training materials for new employees to enhance onboarding.
Education
Pharmacy Assistant Diploma -
Centennial College
Toronto, ON, CanadaHigh School Diploma -
Eastern Commerce
Toronto, ON, CanadaSkills
- Salesforce CRM software
- Customer success and onboarding
- Client engagement and onboarding
- Microsoft 365 applications
- Remote support tools
- Workflow optimization
- Problem-solving
- Team leadership
- Proactive organization
- Relationship management
- Empathetic communication
- Technical support
- ServiceNow
- Calabrio
Languages
Gujarati
Professional
Urdu
Limited
Hindi
Limited
Timeline
Inside Sales Representative and Customer Support
1 800 GOT JUNK
01.2026 - Current
Team Manager, Healthcare Operations & Customer Support
Shoppers Drug Mart
01.2023 - 01.2025
Patient Support (Healthcare Services) | Part-time
Shoppers Drug Mart
01.2018 - 01.2026
Product Implementation & Customer onboarding (Healthcare SaaS)
Shoppers Drug Mart
01.2016 - 01.2023
Pharmacy Assistant Diploma -
Centennial College
High School Diploma -
Eastern Commerce