Harshdeep Singh Mann
Mulgrave,Australia
Summary
Dedicated and customer-focused professional with extensive experience in customer service, technical support, and partner relations. Skilled in managing B2B and B2C interactions, resolving technical issues, and fostering client satisfaction. Proficient in utilizing CRM tools, finance applications, and IT systems to deliver seamless customer journeys and operational efficiency. Multilingual with a strong ability to communicate effectively across diverse cultural contexts.
Overview
10
10
years of professional experience
4042
4042
years of post-secondary education
Work History
Technical Support Advisor
City Holdings
Mulgrave, Australia
09.2022 - 12.2024
- Monitored and managed HVAC and refrigeration service alerts, prioritizing tasks to meet KPI targets
- Ensured data accuracy in incident records and supported field technicians in diagnosing faults
- Advised stores on maintenance issues impacting operations, improving resolution efficiency by 90%
- Collaborated with the Technical Centre team to implement process improvements
- Carried out new hardware installations and updates, keeping systems functional and secure.
Customer and Technical Support
Englaon Television Australia
Bayswater, Australia
06.2022 - 09.2022
- Responded to customer inquiries via phone and email, resolving 90% of issues within SLA timeframes
- Assisted departments with administrative duties, including accounts, purchasing, and dispatch
- Improved reception operations by organizing resources and streamlining visitor processes
E-Hearing Technical Support
Law In Order
Perth, Australia
09.2021 - 12.2021
- Set up and tested A/V and networking equipment for courtrooms and venues
- Managed live web streaming solutions and supported real-time transcription projects
- Maintained exhibit databases, ensuring accuracy and confidentiality
Business Support Executive
PayPal
Kuala Lumpur
07.2017 - 07.2019
- Delivered professional customer service to resolve queries and disputes efficiently
- Educated clients on product features, improving satisfaction scores by 90%
- Managed high-value cases with responsibility for decisions on disputes up to $10,000
- Promoted to Protection Services Representative within one year due to exceptional performance
Sales and Customer Support Executive
Convergys SDN. BHD
Kuala Lumpur
08.2014 - 03.2017
- Diagnosed and resolved customer connectivity issues with 90% first-call resolution
- Enhanced service experience through empathy and adherence to quality standards
- Escalated complex issues appropriately, ensuring customer concerns were addressed promptly
Education
Advanced Diploma - IT
AAPOLY
Melbourne, VICDiploma - IT (Networking)
NIT Australia
Perth, WADiploma - Electrical and Electronic Engineering
Kolej IJT (Institut Teknologi Jaya)
Malaysia 01.2011 - 06.2012
Certificate - SAP (Sales & Distribution)
Taylor University
OnlineSkills
Soft Skills
- Effective communication and active listening
- Teamwork and collaboration
- Adaptability and conflict resolution
- Multitasking and time management
- Customer service excellence
Technical Skills
- Troubleshooting IT systems and network issues
- Desktop and hardware support
- Software testing and virtualization
- Report creation and systems explanation
- Technical writing
- System upgrades and migration
- Database management
- Effective communication
- Data entry proficiency
Tools & Applications
- CRM platforms and finance applications
- DNS, TCP/IP configuration
- Invoice processing
Accomplishments
- Awarded Bravo Award for exceptional customer support at PayPal, achieving 90% customer satisfaction.
- Promoted within a year at PayPal for outstanding performance in dispute resolution.
- Trained staff in software use and troubleshooting, improving team efficiency.
- Independently managed high-value cases, ensuring accurate and timely resolutions.
Languages
English
Hindi
Punjabi
REFERENCES
Available upon request.
Timeline
Technical Support Advisor
City Holdings
09.2022 - 12.2024
Customer and Technical Support
Englaon Television Australia
06.2022 - 09.2022
E-Hearing Technical Support
Law In Order
09.2021 - 12.2021
Business Support Executive
PayPal
07.2017 - 07.2019
Sales and Customer Support Executive
Convergys SDN. BHD
08.2014 - 03.2017
Diploma - Electrical and Electronic Engineering
Kolej IJT (Institut Teknologi Jaya)
01.2011 - 06.2012
Diploma - IT (Networking)
NIT Australia
Advanced Diploma - IT
AAPOLY
Certificate - SAP (Sales & Distribution)
Taylor University
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