Davinder Pal Singh
FLAGSTAFF HILL
Summary
I am a well-qualified, diligent, and versatile Protection Officer with almost 20years of experience working in Railways, Customer Services, Management roles, Public Transport, and food production. I have strong business management and administration skills and have trained and supervised staff. I am seeking a dynamic and challenging role within an organization that values innovation, encourages professional growth, and offers opportunities for me to apply and further develop my skills and experience, to make a meaningful impact and contribute to the company's success. I am dedicated to achieving excellence and eager to be a valuable asset to the team.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Protection Officer
KEOLIS DOWNER
08.2021 - Current
- Working as part of Track and Civil team
- Modifying and developing simpler safe working instructions for Track Inspection walks
- Performing safe working on AMPRN network
- Qualified in AMPRN rules and procedures
- LPA holder for AMPRN network
- Establishing high standards of Safety whilst on track
- Coordinating work activities with Gang members to ensure timely completion of works without compromising on Safety
- Delivering safe working training to Protection Officers
- Designing worksite management plans in accordance with company’s standard operating procedures.
- Forklift Operator.
- ARTC track level 1 certified.
- First AID qualified.
- Mentoring new Protection Officers on track.
Bus Operator
TORRENS TRANSIT
04.2013 - 07.2021
- Former CC Representative Mile End Depot.
- Event Coordinator for special events.
- Responsible for driving the bus on the routes operated by Torrens Transit.
- Picking up and dropping the passengers as and when requested.
- Experience in selling tickets and handling cash.
- Maintaining the high standards of Customer service at all times.
- Helping the passengers with their queries and providing the best solution.
- Helping the passengers on and off the bus when required.
- Thorough knowledge of all the routes operated by Torrens Transit.
- Have been awarded on numerous occasions for exceptional customer service provided and appreciated many times by the customers for the same.
Supervisor
GOURMET POULTRY
09.2009 - 04.2013
- Supervising the staff of process workers
- Responsible for timely preparation and dispatch of customer orders
- Operating the machinery and other factory equipment
- Responsible for maintaining the stock and keeping the record of it
- Responsible for maintaining high quality standards on daily basis
- Ensuring the food hygiene is maintained
Assistant Manager - Operations
TATA BUSINESS SUPPORT SERVICES
05.2006 - 05.2009
- Handling a team of 4 Team Leaders with 25 Tata Sky Associates in each team
- Responsible for their individual & in turn team performance
- Measuring the training effectiveness and assessing knowledge Gaps of new entrants
- Worked on Siebel 6.0 and Siebel 7 platform
- Responsible for increasing FTR% and reducing repeat call%
- Analyzing the closures at Field service end to ensure finalization of service requests
- Taking second- level escalated / supervisory calls
- Initiated and implemented Mentor-Mentee system in team and on floor
- Initiated the weekly, monthly, and quarterly KPI and feedback system
- Streamlining the call log errors and call log %age across floor
- Tech SPOC for the floor responsible for all the hardware related issues and maintaining the hardware inventory of the floor
- Closely monitoring daily productivity and accuracy targets against the defined Service Level Agreement (SLA)
- Maintaining the monthly dashboard of daily attendance, Absenteeism, Late comers, and Attrition percentage.
Team Leader - CRM Operations
IBM Daksh
01.2005 - 04.2006
- Incepted and trained the pilot batch of Airtel Punjab postpaid
- Attended Train the Trainer training program of IBM and Airtel
- Have trained 2 batches with very good results
- Handled a team of 20 Customer Care Specialists
- Responsible for their individual & in turn team performance
- Closely monitoring daily productivity and accuracy targets against the defined Service Level Agreement
- Responsible for Team Targets in terms of Production Hours, AHT, ICE Scores
- Team Huddles for verbal communication of updates, contests, recognition and coaching
- Coaching and feedback to the specialists for the development of the team on an individual and team level
- Developing a road map in liaison with Training team for the bottom line performers
- MIS & Tech SPOC for the floor
Senior Tech Support Specialist
HFCL Infotel Ltd
01.2003 - 01.2005
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Walked individuals through basic troubleshooting tasks
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
- Handled the role of backup Team Leader in the absence of Team Lead
- MIS reporting on Daily / Weekly / Monthly basis
- Handled the role of Designated Supervisor (Floor Walking)
- Played the role of Mentor assisting new comers with process updates and call handling procedures
- Also worked as In-Team Trainer assisting new joiners with the process training, networking and various technical aspects
- Participating and Assisting Quality Calibration sessions within the team
- Awarded 'Star of the Month' on various occasions due to individual performance.
Education
Cert IV in Training and Assessment -
Time Education
Adelaide, SA06.2023
Bachelor of Arts -
Punjab University
Chandigarh, India2004
Skills
- Strong interpersonal and communication skills
- Ability to complete tasks unsupervised
- Strong analytical and problem-solving skills
- Ability to deliver exceptional customer service on all occasions
- Excellent organizational and time management skills
- Desire to learn new strategies
- Dedicated, hardworking and honest individual
- Fluent in Hindi and Punjabi
Certification
- Forklift License.
- Critical Thinking and Problem Solving.
Timeline
Protection Officer
KEOLIS DOWNER
08.2021 - Current
Bus Operator
TORRENS TRANSIT
04.2013 - 07.2021
Supervisor
GOURMET POULTRY
09.2009 - 04.2013
Assistant Manager - Operations
TATA BUSINESS SUPPORT SERVICES
05.2006 - 05.2009
Team Leader - CRM Operations
IBM Daksh
01.2005 - 04.2006
Senior Tech Support Specialist
HFCL Infotel Ltd
01.2003 - 01.2005
Cert IV in Training and Assessment -
Time Education
Bachelor of Arts -
Punjab University
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