Kavita Harris Palmer

**** ******* **, *******, ** V5J 1S6 • 778-***-**** • adlkd1@r.postjobfree.com

Summary of Qualifications:

Aspired to be a successful individual by implementing my knowledge and experience for the organization I work for, to gain professional and personal growth.

Educational Qualifications:

Master of Global Management: Royal Roads University (Victoria, BC) – Jan 2019- Dec-2020

(Course completion date- Aug 30th, 2021)

Bachelor of Commerce in accounting and finance: University of Mumbai (Mumbai, India)

(2011-12)

Volunteer Work:

Mustard Seed Church – Volunteer at Food Rescue Distribution Warehouse (Victoria BC, Canada)

(11th May,2019)

Professional Work Experience:

Canadian Tire (Langford, Victoria, BC, CA)

Joining date: January 2020

Relieving date: March 2021

Role: Customer service representative/ Cashier/ Night Fill Crew- Assistant Manager

As a Fill Crew Associate, I played a key role in ensuring that products are transported from the warehouse to the sales floor in an efficient manner.

Regular Labelling and shelf checking for lost items

Facing the entire aisle for next day store opening

Virash Technologies LLP (Mumbai, India)

Joining date: February 2018

Relieving date: December 2018.

Role: Business Development Manager (Marketing)

Responsibilities:

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

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

Developed online marketing strategies for the company by building corporate relationships with customers and the industry/market leaders.

Utilized sales and marketing tools to create brand awareness in the local 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)

Responsibilities:

Private wealth relationship manager- providing all wealth management services to new and existing customers through phone calls, face-to-face meetings and virtual meetings

Building prospect client database of HNI customers for the company and generating leads.

Regular follow-ups with the branch, wealth managers, and customers for scheduling client portfolio meetings.

Reviewed portfolios with managers, conduct analysis, and present wealth plans of action (Real Estate, Investment planning, Mortgages, business-acquisition, and stock-option planning).

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

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

RBL Bank Ltd (Mumbai, India)

Joining date: July 2016

Relieving date: September 2017

Role: Personal Banker (Commercial/ Personal Banking)

Responsibilities:

Managed daily contact centre 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.

Monitored staff calls for quality assurance purposes.

Provided initial training for each new call centre 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)

Responsibilities:

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

Made recommendations to implement improve processes

Delivered Feedback on performance to both Team and Management

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

Performed other duties as assigned by management

Provided timely and accurate payment and account standing information

Provided with recommendations for process improvements and efficiencies

Counselling and disciplinary action as and when necessary.

Axis Securities Ltd (Mumbai, India)

Joining date: May 2013

Relieving date: May 2015s

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

Responsibilities:

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.

Accomplishments:

Arranged marketing event “V-Tech” at Vikash Technologies for internal and external digital marketing clients to present our service and solutions (Sep’2018).

Achieved 79% of the goal loan recovery milestones for consecutive for 4 months in the last four months of employment with HDB finance.

Received a promotion at HDB Finance -Team Leader to Sr. Team Leader (2015) and Floor Manager (2016)

Created a digital training video with software team to help customer service agents in solving compliance issues on calls (Axis Securities Ltd)

Facilitated and received 3 business/client investing in portfolio $ 187,013.40 (CAD).

Core Competencies:

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

Adapt to new changes in process, creative, team leading, experienced to do multi-tasks

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

Project Management skills

Strong Technical skills (Advanced MS Excel, PowerPoint)

Experienced in Leadership and Training skills at customer service management.

Contact this candidate