Vishal Dutt
Brampton,ON
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Overview
17
17
years of professional experience
Work History
Dispatch Executive
Sustana Solutions
04.2023 - Current
- Planned and prioritized assigned tasks to meet deadlines.
- Kept work area safe, organized and clean according to general office practices and OSHA requirements.
- Coordinated scheduling in high-volume environment.
- Organized paperwork and explained individual job parameters for each assignment.
- Responded to high volume of phone and email requests to provide logistics information.
- Developed and implemented process enhancements to drive continuous program improvement.
- Received new orders, prepared documentation, and assigned personnel.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Preserved accurate records of dispatched orders, deliveries and receipts.
- Managed customer accounts and invoicing.
Forklift Operator Shipping and receiving
Sustana Solutions
01.2018 - 04.2023
- Maneuvered forklift safely in congested and confined areas using Skill and Technique.
- Transported goods between warehouse locations according to shipment and storage needs.
- Used strapping and bracing techniques combined with proper balancing to prevent load shifting.
- Inspected equipment for defects and performed repairs or maintenance tasks.
- Unloaded and stacked materials by raising and lowering lifting devices.
- Wrapped pallets in plastic wrap and attached merchandise tags to prepare for shipping.
- Operated forklift in compliance with OSHA guidelines and organizational policies.
- Updated daily logs with production data such as weights, destinations, and delivery times to keep management current on team activities.
Team Manager
Sutherland Global Services
01.2013 - 01.2018
- Company Overview: Sutherland Global Services is a global provider of process transformation services, helping clients improve customer experience and operational efficiency.
- Worked closely with team members to meet and exceed customer service requirements.
- Conducted performance reviews for Associates, highlighting improvement areas in one-on-one feedback sessions.
- Coached and motivated team members to perform better by developing an incentive program towards delivering best customer service.
- Ensured team members adhered to shift schedule and initiated corrective measures in event of discrepancies.
- Defined and documented technical best practices.
- Provided on-call support for critical issues.
- Led internal product training for newly launched products.
- Followed up with Dell clients to report performance of team in terms of customer experience, discuss new products and applications.
- Effectively managed high volume of inbound and outbound calls in a complex, fast-paced and challenging work environment.
- Sutherland Global Services is a global provider of process transformation services, helping clients improve customer experience and operational efficiency.
Subject Matter Expert
Sutherland Global Services
01.2011 - 01.2013
- Company Overview: Sutherland Global Services is a global provider of process transformation services, helping clients improve customer experience and operational efficiency.
- Sutherland Global Services is a global provider of process transformation services, helping clients improve customer experience and operational efficiency.
Senior Technical Support
Sutherland Global Services
01.2010 - 01.2011
- Company Overview: Sutherland Global Services is a global provider of process transformation services, helping clients improve customer experience and operational efficiency.
- Sutherland Global Services is a global provider of process transformation services, helping clients improve customer experience and operational efficiency.
Technical Support Associate
Sutherland Global Services
01.2008 - 01.2010
- Company Overview: Sutherland Global Services is a global provider of process transformation services, helping clients improve customer experience and operational efficiency.
- Sutherland Global Services is a global provider of process transformation services, helping clients improve customer experience and operational efficiency.
Education
Bachelor of Science - Information Technology
Vinayak Mission University
India 01.2014
Diploma in Computer Technology - undefined
Maharashtra State Board of Technical Education
01.2009
Skills
- Customer Service
- Technical Support
- Problem Solving
- Communication
- Training
- Team Management
- Performance Review
- Coaching
- Documentation
- On-call Support
- Product Training
- Call Management
- Equipment Operation
- Material Handling
- Order Fulfillment
- Maintenance
- Troubleshooting
- Preventive Maintenance
- Safety Awareness
- Supply chain
Languages
English
Hindi
Accomplishments
- Best Team Manager for CX (Customer Experience), Sutherland Global Services, India, 01/01/17
- Platinum Coach Certification, 01/01/16
- Best Team Manager for Pilot Team, 01/01/15
- Extra Miller Award for 2 Quarters, 01/01/14
- Best Subject Matter Expert for overall performance, 01/01/13
- Best Subject Matter Expert for overall performance, 01/01/12
- Platinum Tenure Award for completing 3 Years of service, 01/01/11
- Best Associate Awarded for 100% Customer Experience & Resolution, 01/01/10
- Completed Training as Dell Certified Engineer, 01/01/08
Professional Development Courses
LEAD, Sutherland Global Services, India, 01/01/13
Skills And Experience
Communicated with Dell customers to resolve technical issues in a professional and courteous manner ensuring highest levels of customer satisfaction, Researched, troubleshot and resolved complex technical problems independently, Followed up on pending technical issues with customers by expediting outbound calls, Arranged system pick up facility from customers’ home to Dell research lab to investigate complex issues, Answered calls promptly and minimized delays avoiding abandoned calls thereby improving productivity and enhancing efficiencies, Provided base level IT support to non-technical personnel, Identified and suggested new technologies / tools for enhancing product value and increasing team productivity, Managed DSP (Dell Service Provider) Program in coordination with team of over 40 Associates and 2 support staff, Reviewed technical documentation and procedures, Trained Associates on Dell tools and applications, Worked closely with team members to meet and exceed customer service requirements, Conducted performance reviews for Associates, highlighting improvement areas in one-on-one feedback sessions, Coached and motivated team members to perform better by developing an incentive program towards delivering best customer service, Ensured team members adhered to shift schedule and initiated corrective measures in event of discrepancies, Defined and documented technical best practices, Provided on-call support for critical issues, Led internal product training for newly launched products, Followed up with Dell clients to report performance of team in terms of customer experience, discuss new products and applications, Effectively managed high volume of inbound and outbound calls in a complex, fast-paced and challenging work environment, Unloaded and stacked materials up to 5,000 lbs by raising and lowering lifting devices, Used strapping and bracing techniques combined with proper balancing to prevent load shifting, Boosted team efficiency by moving materials with forklifts and other equipment, Manually transported warehouse materials weighing up to 80 lbs and maintained stamina while standing, sitting, bending and walking for extended periods of time, Labeled and accurately moved customer orders to meet shipment timetables and minimize errors, ensuring a timely shipment rate of 99%, Serviced minor equipment malfunctions to keep machinery operational and completed equipment condition reports for the vice president of operations, Troubleshoot and diagnosed mechanical issues, completed basic repairs and conducted preventive maintenance actions to keep equipment functional, Reported damage to racks, faulty equipment and other safety hazards to the supervisor for remediation
Timeline
Dispatch Executive
Sustana Solutions
04.2023 - Current
Forklift Operator Shipping and receiving
Sustana Solutions
01.2018 - 04.2023
Team Manager
Sutherland Global Services
01.2013 - 01.2018
Subject Matter Expert
Sutherland Global Services
01.2011 - 01.2013
Senior Technical Support
Sutherland Global Services
01.2010 - 01.2011
Technical Support Associate
Sutherland Global Services
01.2008 - 01.2010
Diploma in Computer Technology - undefined
Maharashtra State Board of Technical Education
Bachelor of Science - Information Technology
Vinayak Mission University
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