Maninder Dhaliwal

Customer Service Representative with 4+ years of experience in high-volume inbound call and live chat support for Rogers, Fido, and Shaw customers. Skilled in CRM systems, complaint resolution, de-escalation, and customer retention. Proven track record of streamlining the communication process and implementing feedback loops for service improvement.

Extensive history in providing excellent service and tenacious follow-up. Reputation for displaying professionalism and high levels of integrity as a front-line corporate representative. Known for professionalism, integrity, and persistent follow-up that turns issues into resolved, satisfied customers.

Seeking a Customer Service Representative role where I can contribute to a dynamic team and continue to grow.

Customer Service Representative - HGS Canada (Rogers, Fido, Shaw) - Remote, Mississauga, ON

(2021-06 - 2026-03)

• Handled high volumes of inbound calls and live chats, providing accurate product, billing, and account information to Rogers, Fido, and Shaw customers.
• Supported the eCare team as a live chat agent, resolving customer inquiries in real time.
• Resolved customer complaints and escalated issues using de-escalation and problem-solving techniques, improving customer satisfaction and loyalty.
• Retained customers by identifying needs and recommending suitable products and services.
• Tracked interactions and managed account details in CRM software, keeping accurate, organized records.
• Processed orders and returns accurately and maintained detailed tracking records.
• Collaborated with other departments to resolve complex cases and ensure follow-through.
• Provided feedback on recurring customer issues, supporting service improvements and faster response times.

Quality Checker - Fuze HR Solutions - Brampton, ON

(2019-11 - 2020-12)

• Inspected materials and products using visual inspection and dimensional measurements to verify quality standards.
• Monitor production processes for adherence to quality standards. Verified product packaging against client requirements and reported discrepancies to supervisors.
• Graded items and marked them as accepted or rejected, supporting consistent quality control.

Retail Store Manager - Promod India, Jack & Jones and other fashion brands - India

(2010-10 - 2018-03)

• Led, coached, and trained a team of 18 staff, building a high-performing team and delivering monthly training on product, trends, brand, and customer service.
• Drove store sales, turnover, and profitability by managing KPIs, staff performance, and retail space effectively.
• Prepared daily, weekly, and monthly sales and activity reports and analyzed market competition.
• Managed inventory, stock replenishment, and shrinkage reduction to maintain continuous stock availability.
• Resolved customer complaints and delivered exceptional service to maintain strong customer satisfaction.
• Implemented visual merchandising standards in line with brand guidelines.

Bachelor of Science (BSc) - Fashion Design - INIFD, Annamalai University, Chennai, India (2007-06)