Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Kalesh Lalan

Nanaimo,BC

Summary

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

17
17
years of professional experience

Work History

Customer Service Representative

NORDIA
08.2018 - Current
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Maintained up-to-date knowledge of product and service changes.

Manager

Pizza Hut
10.2012 - 08.2018
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
  • Onboarded new employees with training and new hire documentation.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Developed and implemented business strategies to achieve business goals and stay competitive.
  • Planned and budgeted accurately to provide business with resources needed to operate smoothly.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Improved safety procedures to create safe working conditions for workers.

Delivery Driver

Americana Group
06.2006 - 07.2012
  • Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
  • Operated vehicle safely in highly congested areas with no traffic violations.
  • Worked scheduled hours as required and took on available shifts during holidays and busy periods.
  • Loaded truck and properly secured items to prevent damage for deliveries.
  • Managed customer inquiries and complaints in polite and professional manner.
  • Inspected and maintained delivery vehicles regularly to keep in safe working order.
  • Followed corporate procedures to maintain company and customer data confidentiality.
  • Kept detailed mileage and fuel reports to track overall fuel costs.
  • Successfully avoided time delivery delays by carefully planning best routes.
  • Determined quickest and safest routes for delivery by using effective planning and organizational skills.
  • Worked with road knowledge, GPS systems and paper maps to navigate planned route and make adjustments.
  • Fostered positive working relationships with regular customers.
  • Promoted customer satisfaction by addressing or escalating concerns for quick resolution.
  • Minimized company liability and risks to loads by obeying traffic laws.
  • Drove truck in urban and rural areas to expertly make high volume of deliveries.
  • Inspected load security and checked for damages.
  • Complied with truck driving rules as well as company policies and procedures regarding safe vehicle operations.
  • Protected people and equipment from hazardous materials by using correct procedures.
  • Identified mechanical issues, completed basic repairs and reported serious concerns to management.

Education

Diploma - Hotel And Resort Management

FCI
KERALA,INDIA
12.2005

HIGHER SECONDARY - Biology Science

CPHSS
KERALA,INDIA
03.2004

Skills

  • Complaint Resolution
  • Product and Service Solutions
  • Customer Relations
  • Brand Representation
  • Critical Thinking
  • Key Holder Experience
  • Coordination
  • Documentation
  • Reading Comprehension
  • Active Listening
  • Call Center Operations
  • Problem Resolution
  • Route Management
  • Customer Service
  • Client Relations
  • Promotional Support
  • Service Upselling
  • Technical Support
  • Quality Control
  • Problem-Solving Abilities
  • Customer Relationship Management (CRM)
  • Positive Attitude
  • Decision Making
  • Travel Planning

Languages

English
Full Professional
Hindi
Full Professional
Malayalam
Native or Bilingual

Timeline

Customer Service Representative

NORDIA
08.2018 - Current

Manager

Pizza Hut
10.2012 - 08.2018

Delivery Driver

Americana Group
06.2006 - 07.2012

Diploma - Hotel And Resort Management

FCI

HIGHER SECONDARY - Biology Science

CPHSS

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Kalesh Lalan