Kalim Pahala

I joined TJX Canada as a Customer Service Supervisor and was promoted to my current position in May 2021.

• Spearhead the strategic development of the Customer Service function nationally, using in house and agency insights while prioritizing customer satisfaction, brand loyalty reputation.
• Create a comprehensive three-year roadmap and oversee the management and implementation of IT initiatives for Customer Service, leveraging RPA and AI heavily in the recent years.
• Collaborate closely with renowned vendors (Service Now, Medallia, SVS) and regularly scan the technological landscape to drive process optimization and contact deflection initiatives.
• Actively contribute to the RFP process for vendor selection, ensuring each vendor brings value to the business and eventually improve customer experience.
• Analyze and convert in-house, survey and social media data into key insights to influence C-Suite decision makers' plan to improve customer experience and close service gaps.
• Collaborate on various cross-functional projects to ensure a positive customer experience, including areas such as Marketing, Privacy, and Loss Prevention.
• Work closely with the Communications, PR, Store Ops and Brand team to adeptly address sensitive issues and maintain brand reputation.

• Managed multiple client relationships on a regional scale, employing a well-defined servicing strategy and leveraging astute insights. Prominent clients were HSBC, Ferrari, and Lamborghini
• Led active participation in pivotal accounts, aligning engagement approach with client's branding roadmap to cultivate strong emotional affinity towards the brand
• Collaborated seamlessly with cross-functional teams including Data & Insights, Business Development, IT, and Global Partnerships
• Utilized historical data to forge strategic alliances with partners worldwide, securing exclusive benefits for clients such as discounts and privileged access to private events or esteemed members clubs
• Effectively communicated enticing privileges to members through email and dedicated relationship manager
• Delivered comprehensive quarterly presentations on emerging trends to clients, aiding strategic alignment and development of customer-centric products to drive retention and engagement rates.