KARTIK PILLAI
Dieppe,N.B
Summary
Customer-focused operations leader with a strong background in enhancing customer experiences and leading teams. Proven success in resolving complex inquiries and implementing process improvements to drive operational efficiency. Committed to fostering collaboration and maintaining compliance while managing high-volume financial operations.
Overview
3
3
Languages
1
1
Certification
7
7
years of professional experience
Work History
Assistant Front End Manager & Cash Office Supervisor
Sobeys Inc.
Moncton, Canada
06.2022 - Current
- Lead, coach, and develop a team of approximately 20 employees, fostering a collaborative, customer-focused, and high-performing work environment.
- Deliver outstanding customer experiences by resolving customer inquiries, complaints, refunds, pricing concerns, and service issues through active listening, empathy, and first-contact resolution.
- Supervise front-end operations, ensuring efficient workflow, service excellence, and achievement of daily operational objectives.
- Train, onboard, and mentor new employees on customer service, operational procedures, compliance, safety, and company policies.
- Perform daily cash office operations including cash reconciliation, balancing tills, deposits, refunds, purchase credits, discrepancy investigations, reporting, and documentation.
- Coordinated workforce scheduling using Kronos and Workforce Management (WFM) to align staffing with operational needs.
- Identify customer needs, provide accurate information, and recommend appropriate products and services while maintaining compliance with company policies.
- Developed and implemented Standard Operating Procedures (SOPs) enhancing consistency and accountability in service delivery.
- Collaborated with leadership and cross-functional departments to enhance communication and streamline processes, positively impacting customer experience.
- Successfully completed the Sobeys Nourish U Leadership Development Program.
Junior Officer – Finance Operations
Indolux Electronics Pvt. Ltd.
09.2019 - 09.2021
- Supported budgeting, forecasting, and compliance monitoring to strengthen operational risk assessment.
- Prepared financial reports and operational documentation to enhance business decision-making.
- Collaborated with cross-functional teams to improve reporting accuracy and process efficiency.
- Implemented process improvements that reduced operational costs and strengthened compliance.
- Maintained confidentiality of financial information while ensuring accuracy of documentation and effectiveness of internal controls.
Education
Master of Management -
Crandall University
Moncton, NB10-2023
Bachelor of Hospitality Management -
Institute of Hotel Management
07-2019
Skills
- Customer Service Excellence
- First Contact Resolution
- Inbound Customer Support
- Cash Management
- Operational Compliance
- Process Improvement
- Team Leadership
- Performance Coaching
- Cross-functional Collaboration
- Kronos
- Workforce management
- SAP
- Microsoft Excel
- Microsoft Word
- Microsoft Outlook
- Microsoft PowerPoint
- Active Listening
- Confidential Information
- Microsoft PowerPoint
Languages
- English
- Hindi
- Malayalam
Professional Development
- Sobeys Nourish U Leadership Development Program
- Store New-Hire Orientation Facilitator
- Department Training Facilitator
Languages
English
Professional
Hindi
Professional
Malayalam
Professional
Certification
- First Aid- CPR
Timeline
Assistant Front End Manager & Cash Office Supervisor
Sobeys Inc.
06.2022 - Current
Junior Officer – Finance Operations
Indolux Electronics Pvt. Ltd.
09.2019 - 09.2021
Master of Management -
Crandall University
Bachelor of Hospitality Management -
Institute of Hotel Management