Kenil Khamar
Calgary,Alberta
Summary
Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adapt at analyzing data to identify trends and developing strategies to improve efficiency.
Overview
3
3
years of professional experience
Work History
Client Advisor
HGS Canada
03.2024 - Current
- Collaborating with other departments to ensure complete client satisfaction during project implementation.
- Handling complex client requests that have been escalated.
- Identifying training needs and opportunities and documenting gaps in the implementation process.
- Enhance User Experience within platform by designing and configuring.
- Collaborating with Implementation team for escalations and SME resource.
- Implement timeline, requirements and task as required by client.
- Enhanced client experience using all omnichannel offerings.
- Utilized interpersonal communication skills to enhance client experience and add value to each interaction.
- Gathered insights from internal data and observed industry best practices to drive client experience and campaign improvements.
Client Experience Specialist
Neo Financial
10.2023 - 12.2023
- Enhanced client satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Developed relationships with clients to provide unrivaled customer experience.
- Implemented effective communication strategies to keep clients informed during service delivery processes.
- Execute required data loading and conduct reconciliation based on the platform implementation requirements.
- Directed end-to-end delivery of complex technology projects, collaborating with cross-functional teams to meet project goals.
Team Leader - Service Delivery
One New Zealand
10.2022 - 07.2023
- Carry out the client engagement with the goal of providing a remarkable client experience.
- Serve as the Implementation Team's resource for oversight, escalation, and SMEs.
- Managed technical critical paths, tracked risks, and introduced new tools and techniques to enhance development processes.
- Communicate bugs, user experience challenges, and potential areas for process improvement to the product owner and development team.
- Organize gap data by creating a statement of work, gathering information, and submitting it.
- Take the lead in the onboarding and training of new staff members.
- Conduct an alignment call to go over the requirements, project progress, expected tasks for the client, and client deliverables.
- Provide the client with technical support and serve as their main point of contact from project assignment.
- Test user acceptability using the client to make sure the platform is optimized for administrators and users.
- Managed a backlog of support requests, prioritizing them based on urgency and impact.
- Guided the development of architectural frameworks and improved SDLC standards to ensure high-quality and timely delivery.
- Ensure that system content and functionality align with business needs, confirming that issues are resolved to stakeholder satisfaction.
- Offered mentorship and direction to project teams, including vendors, architects, and QA, to drive project success and team growth.
- Troubleshooting user issues using SQL, event logs, and browser tools.
Business Case Manager
One New Zealand
02.2022 - 10.2022
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Coordinated essential services for clients, resulting in improved overall well-being and self sufficiency.
- Collaborated with multidisciplinary teams to address client needs and formulate tailored support strategies.
- Promoted to Service Delivery Team based on KPI and client satisfaction metrics.
Education
Bachelor of Engineering - Electrical & Electronics Engineering
Auckland University of Technology
Auckland, New Zealand03.2021
Certificate in Science & Technology -
Auckland University of Technology
Auckland, New Zealand07.2016
High School Diploma -
Shiv Ashish High School
Ahmedabad, Gujarat, India04.2014
Skills
- CRM Software
- De-Escalation Techniques
- Proficient in Microsoft Office applications
- Written Communication
- Teamwork and Collaboration
- Coaching and Mentoring
- Compliance knowledge
- Deployment Tools (Jenkins, TeamCity)
- Innovation Skills
- Performance metrics analysis
- Service Delivery Optimization
- Vendor Management & Third-Party Integration
- Technical troubleshooting skills with SQL, event logs, and browser tools
Timeline
Client Advisor
HGS Canada
03.2024 - Current
Client Experience Specialist
Neo Financial
10.2023 - 12.2023
Team Leader - Service Delivery
One New Zealand
10.2022 - 07.2023
Business Case Manager
One New Zealand
02.2022 - 10.2022
Bachelor of Engineering - Electrical & Electronics Engineering
Auckland University of Technology
Certificate in Science & Technology -
Auckland University of Technology
High School Diploma -
Shiv Ashish High School
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