Summary
Overview
Work History
Education
Skills
Timeline
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Varinder Dhanoa

Brampton,ON

Summary

Talented operations professional with a progressive career in account management and specialized experience in business development solutions and customer gratification. .



Overview

9
9
years of professional experience

Work History

Account Specialist

Uber Technologies Inc.
12.2019 - Current


  • Completed routine and complex account updates to resolve problems for around 10,000 drivers and delivery partners .
  • Streamlined various operation modalities working across different teams and projects creating 200 Uber Eats Menu for Restaurants .
  • Supported around 500 merchants for setting up their Account
  • Review and handle incoming registration documents for insurance for the drivers who were unable to continue work during COVID -19.
  • Reviewing prior claims information to match supporting documents to an existing claim or promote an incident to a claim and ensuring no duplicate profiles or claims.
  • Worked to provide continuous improvement for product development lifecycle, achieving a 60% reduction in process errors over three months.
  • Consistent high performer in all the KPI 's reflected 95% client satisfaction for pre-sales metrics , 89 % Conversion , 94% post-sales and 80% Re-engagement.


Customer Account Associate

Concentrix
06.2019 - 12.2019
  • Met customer call guidelines for service levels, handle time and productivity for 500 clients.
  • Working in a call center environment by answering queue driven phone calls, following the call quality model by maintaining the CSAT metrics.
  • Answering queue driven calls while ensuring adherence to service excellence and business drivers such as opening and closing the call using a standard greeting, recording appropriate call classifications, accurately completing templates and memos and taking appropriate action.
  • Set up and updated 500 customer accounts in the data.
  • Interacted with management, other associates and counterparts.
  • Reviewed account and service histories to identify trends and issues.
  • Consistent meeting KPI's and been an award winner for lowest DSAT.


Client Service Coordinator

GTAA
09.2017 - 06.2019
  • Maintained accurate record-keeping with proactive attention to client information updates.
  • Conducted training and mentored team members to promote productivity by 25 % .
  • Coordinated with operations staff to resolve service problems and boost client satisfaction.
  • Maintained and managed around 6000 customer files and databases.
  • Increase the revenue by 35% by cross-selling.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Customer Service Representative

Tim Hortons
10.2014 - 08.2017
  • .Provided primary customer support to the customers.
  • Modernized customer feedback process resulting in 80% reduction in guest complaints and a 95% increase in guest satisfaction.
  • Trained staff on operating procedures and company services.
  • Developed new employee training procedures that enhanced employee efficiency and effectiveness by 15% and reduced company cost by over $40,000 annually due to reduced staff turnover.
  • Cross-selling the products to increase the company revenue by atleast 10%.

Education

MBA - Advanced Human Resource Management

Punjab Technical University
Jalandhar, Punjab , India

Bachelor of Science - Science

Guru Ramdass College
Hoshiarpur, Punjab, India

Skills

  • Account Management
  • Brainstorming
  • Client Engagement
  • Documentation Skills
  • Account Investigations
  • Negotiation
  • Microsoft Office
  • Salesforce
  • SQL
  • KPI tracking
  • Client Relationship
  • Sales

Timeline

Account Specialist

Uber Technologies Inc.
12.2019 - Current

Customer Account Associate

Concentrix
06.2019 - 12.2019

Client Service Coordinator

GTAA
09.2017 - 06.2019

Customer Service Representative

Tim Hortons
10.2014 - 08.2017

MBA - Advanced Human Resource Management

Punjab Technical University

Bachelor of Science - Science

Guru Ramdass College

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Varinder Dhanoa