GARY SINGH
Customer Service | Sales | Administrative Support Professional
Hamilton,WKO
Summary
Dedicated and results-oriented professional with a rich background in customer service, spanning diverse industries. Adept at collaborating within cross-functional teams to achieve organizational objectives. Proven ability to excel in dynamic environments, with a focus on enhancing customer satisfaction and operational efficiency.
Overview
14
14
years of professional experience
2
2
Languages
Work History
Customer Service Officer (Level 1)
Inland Revenue Department
Hamilton, WKO
06.2022 - 10.2023
- Collaborated within the Working for Families Transactional team, advising on eligibility criteria for Working for Families Social Welfare
- Managed case management for shared care, backdated reviews, Work and Income clients, debt campaigns, debt enforcement actions, Debt Write-offs, and hardship assistance
- Processed Income tax return errors, liaising with other IRD departments to resolve issues
- Investigated issues to ensure compliance for Working for Families payments/eligibility in alignment with NZ government legislation.
Customer Service Representative
Greens Tapware
Hamilton, WKO
09.2021 - 06.2022
- Responded promptly to customer and vendor inquiries, demonstrating comprehensive knowledge of product details, technical specifications, backorder ETA, and warranty support
- Played a crucial role in sales support, optimizing efficiency through adept order processing, inventory control, and seamless vendor order fulfillment using Accredo
- Collaborated closely with plumbers, providing exceptional warranty support and contributing to heightened customer satisfaction
- Worked with warehouse and production teams to identify and rectify errors in product delivery and quality, enhancing the overall customer experience
- Contributed actively to online campaigns, leveraging product knowledge and customer insights to enhance marketing effectiveness.
Customer Service Representative
U-Haul Australia/ U-Tow New Zealand
Hamilton, WKO
10.2020 - 09.2021
- Effectively communicated detailed information on rental agreements, pricing, and vehicle/trailer availability across Australia and New Zealand
- Utilized Gensolve systems for precise processing of customer reservations, rental agreements, and payments, ensuring compliance with company policies
- Offered expert guidance and support throughout the rental process, including clear instructions on equipment usage and return procedures
- Assisted customers in navigating self-service and digital options, enhancing convenience and overall satisfaction
- Managed breakdowns and customer complaints, prioritizing first-call resolution and showcasing a commitment to prompt and efficient issue resolution
- Conducted follow-ups with clients, showcasing attention to detail and financial accountability.
Customer Service Representative
Work And Income New Zealand
Hamilton, WKO
11.2019 - 10.2020
- Addressed inquiries and provided information on various Work and Income NZ programs and services
- Utilized in-depth knowledge of government assistance programs to guide clients through application processes and eligibility criteria
- Processed Hardship assistance applications for various client needs during the COVID lockdown
- Maintained accurate and up-to-date customer records, ensuring data integrity and compliance with privacy regulations
- Stayed informed about changes in government policies and procedures related to social welfare programs, providing accurate and relevant information to clients.
Monitoring Centre Operator
FIRST SECURITY NZ
Hamilton, WKO
03.2019 - 10.2019
- Trained and expertly monitored using the Attenti Electric monitoring system for accurate tracking of offenders and defenders
- Swiftly responded to system alerts, alarms, and notifications, guaranteeing immediate action to maintain compliance with court-ordered restrictions
- Conducted real-time assessments of electronic monitoring data, demonstrating a keen ability to identify anomalies and take decisive actions within established protocols
- Collaborated seamlessly with the Department of Corrections, facilitating coordinated responses to potential violations or incidents
- Provided empathetic support and guidance to offenders and defenders, offering expertise on the proper use and functionality of electronic monitoring devices.
Customer Advisor
Spark New Zealand
Hamilton, WKO
12.2017 - 03.2019
- Managed and resolved customer complaints directly from the frontline, implementing effective customer retention strategies to enhance loyalty
- Educated customers on digital adoption for self-service, contributing to increased efficiency and customer satisfaction
- Actively participated in SparkCRM testing for Telecommunications as a Service (TAAS).
Customer Diagnose Analyst
Spark New Zealand
Hamilton, WKO
05.2017 - 11.2017
- Collaborated with a diverse team of Spark professionals to support the Business Insights Team
- Analyzed customer data, including phone calls, chat transcripts, and online usage, providing valuable insights into customer trends
- Participated in project pilots and developments, such as Walkme and Customer Dashboard for SparkCRM
- Acquired basic knowledge of System Query Language (SQL) to assist BI professionals in collecting information for insights.
Billing Resolution Expert
Spark New Zealand
Hamilton, WKO
12.2016 - 04.2017
- Handled billing escalations from frontline teams, investigating and resolving complex billing issues caused by system or human errors
- Collaborated with System/Technical teams to implement fixes for CRM and provided support to collection teams for debt management
- Offered insights into billing trends to improve overall customer satisfaction.
Customer Service Representative
Spark New Zealand (Temp-Kelly Global Services)
Hamilton, WKO
11.2015 - 11.2016
- Completed the "Spark Mass Consumer Induction" Certificate in December 2015, gaining training in effective communication, persuasive selling techniques, and proficiency in utilizing Oracle-Siebel Customer Relationship Management (Spark CRM) software and Integrated Customer Management System (IBM-ICMS)
- Provided exceptional customer service to a diverse range of mass consumer clients in a high-volume contact centre environment
- Proactively identified customer needs, recommended appropriate solutions, and exceeded performance targets, including sales, average handling time, first-contact resolution, and Net Promoter Scores
- Achieved 120% of the sales target in the first month (February 2016) and transitioned to a permanent employee role from April 2016
- Collaborated with cross-functional teams to escalate and promptly resolve complex customer issues.
Front Liner
Mobil Hillcrest & Avalon Drive
Hamilton, WKO
12.2014 - 08.2015
- Provided exceptional customer service to ensure a positive experience for patrons
- Handled inquiries, concerns, and requests with professionalism and a customer-centric approach
- Balanced the cash register and ensured proper documentation of financial transactions
- Educated customers on various fuel options and promoted additional services
- Conducted regular stock checks and reported discrepancies to management
- Addressed and resolved customer concerns or complaints in a timely and effective manner.
Machine Operator
Hi-Tech Plastics (Temp-Drake Recruitment)
Hamilton, New Zealand
03.2014 - 11.2014
- Operated and monitored rotational moulding machines to ensure smooth and efficient operation
- Loaded and unloaded moulds, adhering to safety protocols and procedures
- Inspected finished products for quality and accuracy
- Maintained a clean and organized work area in compliance with safety regulations
- Troubleshooted and resolved minor machine issues
- Collaborated with team members to achieve production goals.
Offset Printer (Polytype Machine)
Alto Packaging Ltd (Temp-Enterprise Recruitment)
Hamilton, WKO
09.2013 - 03.2014
- Operated Polytype offset printing machines for various plastic products
- Collaborated with technicians to ensure accurate colour reproduction and print quality
- Conducted routine maintenance and troubleshooting on printing equipment
- Met demanding production deadlines while maintaining exceptional quality standards.
Ute SportLid Assembler
Proform Plastics (Temp-Kelly Services Global)
Hamilton, WKO
06.2013 - 09.2013
- Assembled Sport Lids for different automobiles using ABS plastic, following technical drawings for various brands
- Operated a wide range of hand/power tools, including drills, saws, grinders, and sanders
- Demonstrated high attention to detail and physical fitness to achieve quality and production goals
- Installed hardware and components, such as latches, locks, and seals.
Machine Operator
Alto Packaging Ltd (Temp-AAA Quality Labour Hire)
Hamilton, WKO
10.2012 - 06.2013
- Operated machinery in blow-moulded, thermoforming, and Injection plastic extrusion (PP & PE), maintaining a high level of proficiency
- Successfully managed a fast-paced production environment to meet client order demands
- Adhered to and enforced Health and Safety standards, prioritizing a secure and hazard-free workspace
- Resolved minor machine jam-ups
- Vigilantly monitored product quality to ensure compliance with order specifications
- Demonstrated versatility by operating various machines from different countries and years
- Collaborated with team members to facilitate seamless production processes
- Upheld cleanliness standards in the workspace to prevent product contamination and pest infestation.
Site Leader/Customer Service Representative/Forecourt Attendant
Caltex (Raygar Holding Ltd)
Hamilton, WKO
08.2009 - 09.2012
- Resolved issues between employees and customers using company policies.
- Evaluated team member strengths and assigned tasks based upon expertise and background.
- Collaborated with management and fellow supervisors to organize operations and achieve demanding schedule targets.
- Oversaw employee attendance record, handled payroll, and ordered new materials for sites.
Education
NZ Certificate Level 4 - Small Business & Project Management
Te Wānanga O Aotearoa
Hamilton, WKO 04.2001 -
Bachelors of Technology - Mechanical
Naval College of Engineering
IndiaSkills
Customer Service Excellence: Demonstrated proficiency in providing exceptional customer service across various industries, ensuring customer satisfaction and loyalty
Cross-Functional Collaboration: Adept at collaborating within cross-functional teams to achieve organizational objectives, fostering effective communication and synergy
Case Management: Expertise in managing complex case scenarios, including shared care, backdated reviews, debt campaigns, and hardship assistance, ensuring compliance with regulatory requirements
Communication Skills: Effective communication of detailed information on a range of subjects, from eligibility criteria for social welfare programs to technical specifications of products and services
Problem Resolution: Demonstrated ability to resolve customer complaints and issues promptly, prioritizing first-call resolution and showcasing commitment to customer satisfaction
Data Analysis: Proficient in analyzing customer data, utilizing insights to identify trends and contribute to informed decision-making processes
Technical Proficiency: Utilized various systems, including Gensolve, SparkCRM, and Oracle-Siebel CRM, showcasing proficiency in handling complex technical tools
Language Proficiency: Fluent in English and Hindi, scored 8/9 in the International English Language Testing System (IELTS)
Leadership and Training: Proven leadership skills in training new team members and assuming responsibility for site operations, emphasizing staff safety and site hygiene
Timeline
Customer Service Officer (Level 1)
Inland Revenue Department
06.2022 - 10.2023
Customer Service Representative
Greens Tapware
09.2021 - 06.2022
Customer Service Representative
U-Haul Australia/ U-Tow New Zealand
10.2020 - 09.2021
Customer Service Representative
Work And Income New Zealand
11.2019 - 10.2020
Monitoring Centre Operator
FIRST SECURITY NZ
03.2019 - 10.2019
Customer Advisor
Spark New Zealand
12.2017 - 03.2019
Customer Diagnose Analyst
Spark New Zealand
05.2017 - 11.2017
Billing Resolution Expert
Spark New Zealand
12.2016 - 04.2017
Customer Service Representative
Spark New Zealand (Temp-Kelly Global Services)
11.2015 - 11.2016
Front Liner
Mobil Hillcrest & Avalon Drive
12.2014 - 08.2015
Machine Operator
Hi-Tech Plastics (Temp-Drake Recruitment)
03.2014 - 11.2014
Offset Printer (Polytype Machine)
Alto Packaging Ltd (Temp-Enterprise Recruitment)
09.2013 - 03.2014
Ute SportLid Assembler
Proform Plastics (Temp-Kelly Services Global)
06.2013 - 09.2013
Machine Operator
Alto Packaging Ltd (Temp-AAA Quality Labour Hire)
10.2012 - 06.2013
Site Leader/Customer Service Representative/Forecourt Attendant
Caltex (Raygar Holding Ltd)
08.2009 - 09.2012
NZ Certificate Level 4 - Small Business & Project Management
Te Wānanga O Aotearoa
04.2001 -
Bachelors of Technology - Mechanical
Naval College of Engineering