Dhanvin Patel

Client-focused Customer Success and Onboarding professional with 7+ years of experience building trusted relationships, driving retention, and leading system and training implementations across banking, fintech, leasing, and retail operations. Proven track record managing high-value client portfolios and multi-stakeholder implementations end-to-end — from requirements gathering and onboarding design through go-live, training, and long-term account growth. Skilled at translating complex systems and client needs into clear processes, SOPs, and learner-friendly training that reduce ramp-up time and improve accuracy.

Adept at cross-functional collaboration and using data-driven insights (SQL, Power BI, Dynamics 365) to enhance the client experience.

Business & Operations Manager at Premier Cleaners (2024-08 – Present)

• Managed day-to-day client-facing operations across multiple locations, resolving service issues and maintaining a consistent, high-quality customer experience; acted as escalation point for customer concerns.
• Led requirements gathering and rollout of a unified POS system, onboarding and training all front-end staff with new training materials, hands-on walkthroughs, and ongoing transition support.
• Authored SOPs and standardized operational workflows for intake, processing, and delivery to ensure consistent client service regardless of staffing changes.
• Designed staff scheduling and delivery routing to reduce customer wait times and improve on-time service; evaluated cross-functional workflows to close gaps affecting turnaround time.
• Oversaw full-cycle business operations including payroll and accounts payable with no disruption to customer service.
• Sourced, negotiated, and closed new B2B client accounts, generating an average of $9K/month in incremental recurring revenue after onboarding clients to service offerings.
• Redesigned delivery and scheduling post-training, cutting operating costs by 28% while maintaining service quality.
• Launched a customer loyalty program and rotating seasonal offerings that grew foot traffic 22% and increased revenue margins 6%.

Business Consultant — Loan Systems Implementation at Finastra (HQ: Miami) (2023-09 – 2024-07)

• Served as primary relationship contact for 6 U.S. banking clients through full loan system (Fusion Phoenix) implementation, leading end-to-end onboarding from legacy platform through go-live and post-implementation stabilization.
• Led client requirements-gathering sessions to scope implementations and ensure delivered solutions matched business needs.
• Developed and delivered system training during live implementation phases, running walkthroughs and audits that built client confidence and independent, adoption-ready teams.
• Created reusable onboarding and SQL validation checklists, streamlining client-facing testing, issue resolution, and repeat onboarding effort across new engagements.
• All 6 managed clients completed go-live with zero post-implementation escalations attributable to training gaps.
• One of three originators of Databricks use cases ahead of full generative-AI integration, cutting mapping/validation turnaround by 15% and reducing client-facing delays.

Sr. Client Service Advisor — Key Accounts at Somerville National Leasing (2023-05 – 2023-09)

• Acted as primary point of contact for a portfolio of 65+ high-value commercial clients (averaging 25 vehicles each), building and maintaining relationships that supported retention through upgrade and transition phases.
• Advised clients on new processes and system upgrades during a transitional period; partnered with senior leadership to align service delivery with evolving client expectations.
• Proactively identified upsell and cross-sell opportunities through regular client engagement, supporting sales pipeline growth.
• Reviewed and audited junior team members' lease documentation, serving as a quality checkpoint and informal trainer for the team.
• Supported onboarding of new BI tools (Asana, Zoho Sign, Microsoft Nav) into Microsoft Nav workflows, bridging IT rollout and practical team adoption and eliminating pipeline downtime.

Operations Officer — Commercial Lending Services at Scotiabank (2019-01 – 2022-12)

• Designed and delivered a structured onboarding program for a new Dominican Republic operations team, building all training materials, process maps, and compliance checklists from scratch over a 3-month period.
• Developed an employee training tracking system with KPIs, accuracy metrics, and sector-specific targets, providing real-time visibility into new hire progress and readiness.
• Partnered with cross-functional stakeholders (Adjudication, Lending, Private Banking, Healthcare) to align onboarding content and organization-wide service improvements with department-specific workflows.
• Analyzed BI data to identify service gaps and delivered operational analysis and presentations to leadership to support client-facing process improvements.
• Led an international team through onboarding, training, and ongoing process audits, improving service delivery for the Toronto division.
• Created the "First-Time Right" application, adopted across the entire branch network at zero development cost — grew processing volume 16% YoY, first-time-right cases 39% YoY, and lifted client satisfaction from 93% to 97%.
• Led the Dominican Republic onboarding program to 98% SLA compliance and a perfect 100% audit score within its first review cycle, driving a 20% productivity increase.
• Built a new training program that increased funding-work completion by 15%.

Training & Development Consultant — Cargo Screening at UPS Security Solutions (2017-02 – 2018-09)

• Developed and implemented cargo screening training programs in direct partnership with the Canada Border Services Agency (CBSA) to improve employee accuracy and productivity.
• Coordinated retraining programs with Account Managers across all contracted employee groups, improving audit scores and boosting staff and contractor retention.
• Designed a catalogue system for cargo screening staff records, streamlining onboarding administration and reducing time-to-certification.
• Onboarded, trained, and certified 200+ cargo screening staff across Canada in approved screening methodologies.
• Improved audit scores from 93% to 98% following rollout of updated training and process audit protocols.
• Streamlined in-class curriculum from 4 weeks to 3 weeks while maintaining a 95% KPI pass rate; cut onboarding administration time from 2 months to 1.5 months.

Diploma in Human Resource Management – George Brown College (2017-01 – 2018-08)

Diploma in Business Administration – George Brown College (2013-09 – 2016-01)