Jaspal Johal
Summary
Results-driven professional with 15+ years of multi-sector experience, combining strong administrative expertise with operational and stakeholder management skills. Skilled in supplier onboarding, product assortment management, order processing, data entry, document management, and reporting. Experienced in cross-functional collaboration, customer service excellence, and process improvement. Proven track record of leading critical projects, maintaining accurate records, streamlining workflows, and consistently exceeding performance targets. Recognised for problem-solving, attention to detail, and delivering high-quality support across operational and customer touchpoints.
Overview
17
17
years of professional experience
3
3
years of post-secondary education
Work history
Category Executive
Zoro UK
Leicester
10.2024 - 12.2025
- Joined Category Management in 2024, successfully launched 60k+ SKUs by onboarding new drop-ship suppliers & expanding ranges with existing partners, significantly increasing product availability & variety
- Onboarded new supplier within automotive industry, driving £30K revenue growth in 2025 and contributing 15% category growth for the year.
- Managed supplier enquiry form, converting outbound leads into active suppliers by streamlining communications and ensuring smooth onboarding onto zoro.co.uk
- Supported ISO 9001 compliance and Category processes, including workflow improvements in collaboration with Assistant Category Manager
- Played key role in launching new SKUs from top drop-ship suppliers, delivering £2M combined revenue from Zoro UK’s two largest suppliers
- Sole Category Executive for Tools & Machining, generating 24% of total drop-ship revenue of the largest category at Zoro UK.
- Improved product data accuracy by utilising & recommending improvements to pre-check tool, addressing listing errors, ensuring high-quality listings for customers.
- Enhanced supplier EAN coverage from 22% to 30% by identifying EAN gaps, raising JIRAs, obtaining information from suppliers to improve product data quality.
- Resolved supplier issues across multiple business channels, including MOQ discrepancies, product data corrections, and operational challenges.
- Expanded Zoro’s online assortment by sourcing & onboarding suppliers with drop-ship capability, driving category growth and increasing overall product availability.
Customer Service Agent
Zoro UK
Leicester
10.2021 - 10.2024
- Resolved customer queries via phone and email regarding deliveries, damages, or missing items, consistently delivering high-quality, proactive solutions.
- Exceeded daily performance targets of 10–12 cases per hour, maintaining exceptional service standards and clear communication.
- Trained new hires and supported existing team members in adopting new processes and technology, providing ad-hoc guidance to ensure consistent best practices.
- Liaised directly with suppliers to provide accurate, real-time updates to customers, enhancing satisfaction and trust.
- Supported Sales team with purchase orders, quotations, and queries, while assisting Order Progressing team with booking and dispatching orders efficiently.
- Represented Customer Services team during testing and rollout of Zoro’s new Order Management System, becoming point of contact for ongoing system improvements and process optimisation.
Banking and Savings Administrator
Nationwide
Remote, Scotland
09.2021 - 10.2021
- Validated and prepared ISA accounts ensuring compliance with regulatory rules
- Answered inbound phone calls, resulting in excellent customer service provided to clients.
- Handled sensitive information discreetly, maintaining confidentiality at all times as required by protocol
Customer Service Consultant
HM Revenue and Customs
Remote, Cardiff
06.2021 - 08.2021
- Conducted detailed assessments for COVID-19 grant eligibility, liaising with applicants via phone and web chat to gather accurate information and guide them through the application process.
- Reviewed and corrected company details in HMRC’s My Services portal to ensure records were accurate and up-to-date.
- Captured, organised, and processed key business documents, including invoices, sales receipts, and bank statements, ensuring compliance with tax obligations and verifying receipt of funds.
- Evaluated complex financial and operational information to determine grant eligibility, identifying discrepancies and escalating issues where necessary.
- Maintained accurate records of applicant interactions and processed applications efficiently to meet strict deadlines, contributing to a high-volume, time-sensitive workflow.
Customer Service Representative
Paragon CC
Leicester
12.2008 - 03.2021
- Managed a broad range of customer queries for retail financial institutions, consistently delivering first-class service and resolving complex issues efficiently.
- Selected to support the setup of a new office in Scotland, including training and mentoring new employees to ensure smooth onboarding and operational readiness.
- Handled insurance claims, complaints, ISA/Bond requests, tax returns, and provided support for PPI queries, demonstrating strong knowledge across multiple financial products.
- Led the rollout of a new Customer Management System (CMS) to all team members, conducting demos, user testing, and providing ongoing support to ensure adoption and proficiency.
- Proposed and successfully implemented process improvements to tax return workflows, reducing average time per return by 50% while maintaining accuracy and compliance.
- Contributed to the quality check team, reviewing customer communications to ensure accuracy, clarity, and regulatory compliance.
- Acted as a key point of contact for cross-team collaboration, ensuring smooth communication between operations, compliance, and customer service teams.
Education
City & Guilds Bricklaying -
Leicester Freemans College
09.2007 - 06.2008
9 GCSEs (including Maths & English) -
Guthlaxton College
09.2004 - 07.2006
Skills
Administrative & Office Skills:
- Data entry, database management, document management, filing systems, reporting, record-keeping
- Meeting coordination and minute-taking
- Order management and processing
- Reporting, record-keeping, and basic data analysis
- Office supplies and inventory management
- Process improvement and workflow organisation
- Order management and processing
- Sales administrator
Customer Service & Order Progressing:
- Customer service and query resolution (phone, email, chat)
- Complaint handling and problem-solving
- Relationship management and stakeholder communication
- Creating, updating, and tracking customer orders in internal systems
- Verifying order details, pricing, and availability before processing
- Coordinating with internal teams or suppliers to ensure orders are fulfilled on time
Technical & Systems Skills:
- Microsoft Word, Excel, PowerPoint, Google Sheets
- ERP/CRM systems: Salesforce, SAP, Customer One, JIRA, Order & Inventory Management
Core Competencies:
- Teamwork and communication
- Attention to detail and time management
- Problem solving, adaptability, and prioritisation
- Customer service excellence
Timeline
Category Executive
Zoro UK
10.2024 - 12.2025
Customer Service Agent
Zoro UK
10.2021 - 10.2024
Banking and Savings Administrator
Nationwide
09.2021 - 10.2021
Customer Service Consultant
HM Revenue and Customs
06.2021 - 08.2021
Customer Service Representative
Paragon CC
12.2008 - 03.2021
City & Guilds Bricklaying -
Leicester Freemans College
09.2007 - 06.2008
9 GCSEs (including Maths & English) -
Guthlaxton College
09.2004 - 07.2006