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Manager Customer Service

Rural Municipality of Victoria Beach, MB, Canada
March 15, 2020

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Kavita Harris Palmer

***-* ****** ***. *** wale rd. Victoria BC CA V9B OJ8 • 778-***-**** •

Career Objective:

To make most use of my interpersonal skills and abilities, working in the interest of the company and help the company achieve its goals.

Educational Qualifications:

Master of Global Management (Pursuing): Royal Roads University (Victoria, BC)

Bachelor of Commerce in accounting and finance (2011-12): University of Mumbai

Professional Work Experience:

Holiday Inn Express (Colwood, Victoria, BC, CA)

Joining date: September 2019

Presently working

Role: House-keeping Associate

Cleans the rooms

Change guestroom and bathroom linen.

Make guest room beds.

Replenish guest supplies.

Answer guest requests promptly on the floor.

Responsible for collecting guest laundry.

Servicing of rooms in the evening (turndown service) and also provide second service.

Handover lost and found articles if any found in the room

Replenish maids’ cart with supplies for the next shift.

Arrange and stock the pantry with linen and supplies.

Canadian Tire (Langford, Victoria, BC, CA)

Joining date: January 2019

Relieving date: September 2019.

Role: Cashier

Handling credit or debit card transactions and validate cheques.

Responsible for issuing refunds and managing returns

Often work with the general public, greeting, answering questions and making sure that customers receive excellent service

Processing transactions involving cash, coupons, debit and credit

Handle customers queries about the products/ Issues/Refunds

Giving receipts/discounts/offers as required

Report to a supervisor about daily work activities/ transactions/ customers feedback

Follow-up with customers for new offers/ keep records of new items on sale.

Keep records of offers /discounts provided to customers

Virash Technologies LLP (Mumbai, India)

Joining date: February 2018

Relieving date: December 2018.

Role: Business Development Manager


Developed new marketing strategies to capture market channels with new clients.

Brought new processes to the firm for its growth, using various marketing strategies and communication skills to brand the firm in the market and attract new clients.

Developed strategies and business for the firm by building corporate relationships with customers and the industry/market leaders.

Utilized sales and marketing tools to create brand awareness in the market.

Introduced improvements in business strategies based on customer feedback.

Larsen & Toubro Finance Ltd (Mumbai, India)

Joining date: September 2017

Relieving date: February 2018

Role: Relationship Manager (Customer Service)


Building a prospect client database of HNI customers and recording account information.

Reviewed portfolios conduct analysis and present wealth plans of action regularly.

Maintain financial accounts by processing customer adjustments. Recommend potential products or services to management by collecting customer information and analyzing customer needs.

Prepare product or service reports by collecting and analyzing customer information. Contribute to team effort by accomplishing related results as needed.

RBL Bank Ltd (Mumbai, India)

Joining date: July 2016

Relieving date: September 2017

Role: Service Experience Emissary (Customer Service)


Managed daily contact center- sales and customer service operations.

Developed and implemented staff training and mentoring programs.

Implemented customer quality procedures.

Ensured that rules of conduct were adhered to during each call.

Monitor staff calls for quality assurance purposes.

Provided initial training for each new call center project.

Developed productivity metrics.

Prepared staff performance analysis reports

HDB Financial Services (Mumbai, India)

Joining date: May 2015

Relieving date: May 2016

Role: Supervisor (Loans & Collections)


Responsible for taking project specifications and preparing a team to execute those specifications.

Make recommendations to implement improved processes

Deliver Feedback on performance to both Team and Management

When requested, manage and track account settlements and/or accounts closed by Client within established guidelines

Perform other duties as assigned by management

Support management by providing timely and accurate payment and account standing information

Makes recommendations for process improvements and efficiencies

Provides counseling and disciplinary action, as necessary

Axis Securities Ltd (Mumbai, India)

Joining date: May 2013

Relieving date: May 2015

Role: Senior Team Leader (Contact Centre Quality and Compliance)


Supported manager in performing management functions such as staffing, training and expanding business plans.

Assisted the manager in CSR call quality management and performance improvement Plans.

Investigated and resolved customer’s issues and complaints regarding operational matters – Handled all queries and client feedback in a professional manner.

Communicated with the support team and implemented the organization’s operational guidelines, standards and policies.

Monitored and managed operational activities – Directed the branch /bank operational risks, financial aspects, quality assurance, and audit processes.

Documented and prepared reports on management and information systems; presented same to the manager.

Core Competencies:

Flexibility: always ready to work in any shift timings at any location.

Ability to analyse, asses, raise and mitigate the risk in a given process.

Highly accountable, creative thinker, quick learner, swift performer and take ownership.

Strong computer skills, mentor ability, training skills and a great motivator.

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