Arjun Kalia
Vancouver,BC
Summary
Accomplished Sr. Customer Care Associate at Best Buy Canada, adept in leading projects and resolving complex customer issues, enhancing brand reputation. Leveraged strong communication and critical thinking and improve customer satisfaction. Skilled in coordinating cross-functional teams and driving data-driven decisions, significantly contributing to operational excellence.
Overview
5
5
years of professional experience
Work History
Sr. Customer Care Associate
Best Buy Canada
Vancouver
06.2022 - Current
- Deliver exceptional service to every customer, this involves identify needs, recommend solutions, build processes, effectively communicate and collect feedback.
- Assist customers in purchasing geek squad services to complement their orders. This includes guiding them through the process, ensuring they understand their options, and accurately recording their selections.
- Handle complex and escalated customer issues, especially those who have taken formal steps to complain, such as contacting the Better Business Bureau. Work diligently to resolve these complaints satisfactorily to restore customer trust and maintain the company’s reputation according to the SOPs.
- Manage cases involving lost shipments, order fulfillment issues, and escalations related to marketplace transactions. Investigate these issues thoroughly by collaborating with the Loss Prevention team, Best Buy stores, and marketplace sellers to find solutions and resolve the problems effectively.
- Recognize that every interaction with a customer can influence their perception of the brand. Strive to create positive experiences that enhance the company’s image and reputation, ensuring customers find ways to educate, promote and sustain the unique brand identity.
Sales Advisor - Computing Solutions, Mobile and SL
Best Buy Canada
Vancouver, BC
10.2019 - 06.2022
- Provided expert product knowledge to customers, leading to informed purchasing decisions and enhanced satisfaction levels.
- Continuously updated my knowledge of sales and product changes to deliver the best possible service to clients.
- Coordinating and drive sales events, system changes and new product launches in partnership with the stakeholder.
- Boosted sales by building rapport with customers and identifying their needs.
- Developed innovative methods to explain technical jargon to customers, increasing sales by advising on purchases and promoting additional products and Geek Squad services.
- Professionally handled difficult situations by addressing customer complaints and finding mutually beneficial solutions, preserving long-term relationships.
- Coached new team members on improving the customer experience.
- Coordinate audits of critical processes by identifying risks and in partnership with stakeholders to ensure audit language is clear and are conducted within guidelines
- Contributed to Best Buy achieving their revenue targets and consistently ranked among the top salespeople on the team.
Education
MBA -
University Canada West
Vancouver03.2021
Bachelors in Technology - Computer Science
Punjab Technical University
Punjab, India03.2018
Skills
- Strong ability to lead and manage projects effectively
- Excellent verbal and written communication skills
- Highly organized with the ability to coordinate multiple initiatives
- Strong organizational, project management and presentation skillsExperience in providing leadership and support for escalations and operations
- Ability to work with Subject Matter Experts and cross-functional teams
- Strong logic, critical thinking, and data-driven decision-making abilities
Timeline
Sr. Customer Care Associate
Best Buy Canada
06.2022 - Current
Sales Advisor - Computing Solutions, Mobile and SL
Best Buy Canada
10.2019 - 06.2022
MBA -
University Canada West
Bachelors in Technology - Computer Science
Punjab Technical University