Humber College

SPJIMR SP Jain Institute of Management & Research

Guru Nanak Dev University

Guru Nanak Dev University, Amritsar

Spring Dale Senior School

Customer Operations Manager in Purolator for SHS

Helping to onboard new customer accounts at Purolator, focusing on SHS (Special Handling Shipments) managing the post-sale lifecycle for key strategic clients. A key cross functional role engaging with Field Operations, Sales, Revenue Management, and Finance regularly to support service performance and metrics, operational efficiencies/capabilities, portfolio profitability, and growth.

•	As the primary representative for Operations, will collaborate extensively with Sales Effectiveness team to successfully onboard large and complex new customers.
•	Manage and oversee client programs and projects, from conception to implementation; both from a high-level perspective as well as detailed business analysis. With a focus on achieving and sustaining customer satisfaction, through building customer relationships.
•	Responsible for developing onboarding deployment plans, manage resource allocation and master schedules, as well as risk analysis, and lead project reviews.
National scope sales and customer support, representing Operations in customer onboarding, escalations, and service question and/or concerns.
•	Facilitating customer needs’ analysis, for all aspects of business ranging from new products and services to crisis resolution.
•	Support Customer with their delivery performance and escalations. Ensure customer feedback is shared internally to drive process improvements and CI initiatives.
•	Develop and maintain customer and third-party relationships, examine areas for new business, and provide recommendation for potential business opportunities.
•	Continually focus on cost controls and reductions, revenue generation, and overall customer and stakeholder satisfaction.
•	Strategize, build and maintain new initiatives, identifying short term and long-term opportunities, aligning with corporate objectives.

Purolator Inc.

Customer Engagement Manager

Is a final mile delivery company with fleet of over 500 vehicles delivering B2C packages across Canada. Its been Canada’s top growing company for the last 2 years and I have been active in their expansion by executing various projects.
•	Executed lean principles to streamline various processes by defining SOPs, WI and process flow charts across the board.
•	Implemented new tools for customer support department for ticketing, chat feature
.       Lead projects and develop dashboards for controlling and monitoring cross-functional projects and 
        provide visibility on achievement of milestones and adherence to SLA and KPI
•	Created LMS portal for digitizing the driver training by preparing videos, presentations on LMS platform
•	Introduced Loss Prevention team to mitigate losses arising from operational deficiency
•	Identifying areas of process improvement, developing action plans, and implementing the CI 
        ideas/projects
•	Asset management and Incident management for internal inventory in organization
•	Setup Security policy and business continuity plan for the organization
•	Liaison with various clients to support them with their delivery performance, customer support, claims analysis and forecasting.
•	Co-ordinate with data analyst and IT team for process improvement through delivery App by providing feedback 
•	Handled projects related to Geofencing, geocoding for address correction to ensure better delivery experience for clients and consumers
•	Participated in operations expansion to various cities across Canada such as Calgary, Edmonton, Vancouver
.       Conduct root cause analysis through data analysis, Pareto charts, process reviews, time studies, statistics reviews, simulation, and discussions with operational leadership.

FleetOptics Inc

Continuous Improvement Manager

PMP certified Project Manager with over 11 years of experience in Digital Projects and managing operations comprising of eCommerce, Supply Chain, and Customer Service

DataWind Inc

VP - Operations

Effectively managed a team of 20 direct reportes, including production team, call center operations, IT, developers, finance, HR and logistics.
•	Analyzed business processes and existing data source systems, developing strategies for improvement.
•	Established complete IT roadmap program, including strategic tool selection, assembling and directing team, negotiating with vendors and developing use-case scenarios.
•	Served as senior-level advisor and IT leader for enterprise-scale initiatives, working collaboratively with various team members and groups in leaderships roles.
•	Managed budgets, including forecasting and reporting of fiscal results, for Sales, IT data and business intelligence operations and capital budgets; oversaw investments with long-term assessment.
•	Prepared project charter, including SOW, business case and conducted milestone meetings with stakeholders and internal teams.
•	Effectively managed multiple third-party vendors with appropriate cost and service-level agreements (SLA).
•	Liaised with business leads, sales directors, marketing and sales team to outline and monitor key performance.
•	Coordinate with PMO team and finance team, as well as led project governance and steering committee meetings.
•	Setup warehousing reforms for B2C sales with efficient logistics network.
•	Working on product roll-out, press interaction, market positioning and channel strategy

Operations Manager

•	Providing DBA support to 1000 of Oracle and MySQL production, development and test databases. 
•	Installation and configuration of Oracle 9i/10g databases.
•	Carrying out upgrades of databases using the Oracle Installer. Applying database patches using opatch.
•	Taking care of weekly maintenance of Oracle ERP (11i) for US, ASIA PAC, and EUROPE region. 
•	Cloning development/test database from production using hot backup, RMAN backup, snap backup, Cold backup & export/import and recovery of database.
•	Tablespace management, Space management, user and security management. 
•	Root Cause Analysis of Chronic issues/Repeat problems and get them resolved by raising change tickets as per ITIL process.
•	Managing database security. Creating and assigning appropriate roles and privileges to users depending on the user activity. Be on-call, attend to problems on a daily basis and resolve various database-related issues and customer requests.

Ibadat Singh