Summary
Overview
Work History
Education
Skills
Personal Information
Languages
Timeline
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Bhavik Kotak

Burnaby,BC

Summary

Dynamic customer service professional with a proven track record at H&R Block, excelling in client retention and relationship building. Known for exceptional attention to detail and integrity, I effectively resolved inquiries and implemented strategies that enhanced customer satisfaction. Eager to leverage my sales acumen and problem-solving skills in a challenging new role. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

9
9
years of professional experience

Work History

IELTS Exams Lead Invigilator

ILSC Language School
09.2023 - Current
  • Managed end-to-end exam room operations with 65 candidates, ensuring adherence to IELTS standards, security protocols, and testing timelines.
  • Led and supervised a team of invigilators, delegating tasks, monitoring performance, and providing on-the-spot guidance to maintain efficiency.
  • Oversaw candidate registration, ID verification, and seating arrangements with precision and attention to detail, ensuring a seamless customer experience.
  • Delivered professional and empathetic client service by addressing inquiries, resolving on-the-day issues, and fostering a calm, supportive environment.

Customer Service Lead

H&r Block Tax Svc
01.2021 - 05.2025
  • Acted as lobby leader during peak tax season, triaging clients, managing service flow, and promoting digital self-service tools.
  • Delivered exceptional in-person, phone, and email service by resolving inquiries, scheduling appointments, and assisting with complaints in manager’s absence.
  • Increased customer retention and identified simple sales opportunities through personalized needs assessments, cold calling, and outreach to 100+ prospects.
  • Maintained accurate CRM records while ensuring compliance with branch policies, procedures, and regulations.

Customer Service Representative

H&r Block Tax Svc
01.2024 - 05.2024
  • Acted as lobby leader during peak tax season, triaging clients, managing service flow, and promoting digital self-service tools.
  • Delivered exceptional in-person, phone, and email service by resolving inquiries, scheduling appointments, and assisting with complaints in manager’s absence.
  • Increased customer retention and identified simple sales opportunities through personalized needs assessments, cold calling, and outreach to 100+ prospects.
  • Maintained accurate CRM records while ensuring compliance with branch policies, procedures, and regulations.

Account Specialist

JPMorgan Chase & Co.
09.2022 - 06.2023
  • Managed end-to-end financial transactions, including merchant disputes, chargebacks, and credit investigations and handling 35 clients in a day.
  • Ensured regulatory compliance while maintaining strong customer relationships.
  • Collaborated with fraud and compliance teams to minimize financial risk.
  • Delivered accurate, timely resolutions within SLA in a high-volume, target-based environment.

Retention Specialist

Tech Mahindra Business Services
09.2021 - 08.2022
  • Utilized knowledge of customer experience to create specialized plans for customer retention.
  • Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
  • Built constructive customer relationships to improve loyalty and recommendations.
  • Analyzed customer behavior and data to identify trends and develop customer retention strategies.
  • Managed approximately 120 calls and had 93% retaining the customers

Senior Customer Care Executive

Teleperformance India, Barclaycard
12.2019 - 08.2021
  • Delivered empathetic, solutions-focused service to credit card customers, specializing in retention and account recovery.
  • Negotiated payment solutions to prevent defaults, improving customer retention rates.
  • Managed billing disputes and complaints in alignment with compliance and data protection standards.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Corporate Sales Intern

Krishna Properties Pvt Ltd.
11.2016 - 11.2019
  • Conducted client prospecting via calls, walk-ins, and online leads.
  • Recommended solutions based on needs assessment and budget, supporting consistent sales growth.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
  • Worked closely with clients to facilitate appropriate loans, inspections, and credit reports.
  • Generated leads for sales and rental properties through cold calls and referrals.

Education

MBA - Banking And Finance

University Canada West
09-2025

BBA - Accounting And Finance

K.P.B Hinduja College of Commerce
04-2020

Skills

  • Customer Service Excellence
  • Relationship Building & Client Retention
  • Active Listening & Problem Solving
  • Simple Financial Advice & Product Knowledge
  • Sales & Marketing (simple sales, cross-selling)
  • Target-driven Performance
  • Digital & Mobile Banking Expertise
  • Technical Support for Self-Service Banking Tools
  • Clear & Effective Communication
  • Team Collaboration & Positive Attitude
  • Flexibility & Adaptability in Work Schedule
  • Professionalism & Efficiency
  • Eagerness to Learn & Continuous Improvement
  • Previous Banking Experience (an asset)
  • Inclusion & Accessibility Awareness
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Personal Information

Languages

English
Full Professional
Hindi
Full Professional

Timeline

Customer Service Representative

H&r Block Tax Svc
01.2024 - 05.2024

IELTS Exams Lead Invigilator

ILSC Language School
09.2023 - Current

Account Specialist

JPMorgan Chase & Co.
09.2022 - 06.2023

Retention Specialist

Tech Mahindra Business Services
09.2021 - 08.2022

Customer Service Lead

H&r Block Tax Svc
01.2021 - 05.2025

Senior Customer Care Executive

Teleperformance India, Barclaycard
12.2019 - 08.2021

Corporate Sales Intern

Krishna Properties Pvt Ltd.
11.2016 - 11.2019

MBA - Banking And Finance

University Canada West

BBA - Accounting And Finance

K.P.B Hinduja College of Commerce

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Bhavik Kotak