Kunal Malik
Nanaimo,BC
Summary
With an MBA candidacy and 12 years in power distribution, I specialize in customer lifecycle management, effectively minimizing technical and commercial losses. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
13
13
years of professional experience
Work History
Customer Service Manager
Walmart
Nanaimo, Canada
04.2024 - Current
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Conduct ongoing training sessions to ensure exceptional service in a high-volume retail environment
- Streamline onboarding with a comprehensive training program on best practices, product knowledge, and policies
Customer Service Associate
Walmart
Nanaimo, Canada
07.2023 - 03.2024
- Provided customer service and query support to a daily rush of 150-300 customers
- Managed cash transactions, ensuring accuracy and adherence to established financial protocols.
Customer Service Representative
H&R Block
Nanaimo, Canada
01.2023 - 03.2023
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Accurately handled financial transactions by managing cash floats and timely processing of payments, including Instant Refunds
- Provided guidance on the taxation process and engaged with clients to offer tailored solutions to their needs.
Manager - Revenue Management
tata power Delhi distribution ltd.
Delhi, India
07.2019 - 12.2022
- Conducted quality, timely performance feedback and performance appraisals.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
Assistant Manager
Tata Power Delhi Distribution Ltd.
Delhi, India
07.2015 - 06.2019
- Developed a system for tracking inventory and ordering supplies as needed.
- Drove a key business growth project at Tata Power's subsidiary, mentoring the team and implementing industry best practices
- Enhanced revenue management by transitioning data processes to SAP, resulting in more efficient operations.
Executive
Tata Power Delhi Distribution Ltd.
Delhi, India
01.2011 - 06.2015
- Initiated and executed technology upgrades to improve customer service and operational efficiency
- Formulated and standardized service protocols to enhance quality of service while reducing operational expenditures.
- Prioritized customer needs, ensuring swift issue resolution to maintain high satisfaction and adherence to regulations.
Education
MBA -
Vancouver Island University
Nanaimo, BC08.2024
Post Graduate Program in Data Science and Business Analytics -
Great Lakes, Gurugram and The University of Texas at Austin
06.2021
Executive Master of Business Administration - Finance & Information Technology -
Delhi School of Management, Delhi Technological University
06.2019
B.E. in Electronics and Communication -
Manipal Institute of Technology, Manipal University
06.2010
Skills
- Team Management
- Client Relationship Management
- Financial Transactions
- Protocol Adherence
- Risk Management and Mitigation
- Revenue Management and Loss Mitigation
- Administration
- Procurement
- Standards Compliance
- SAP - CRM Software
- Data Visualization using Tableau and R
- ERP Systems Expertise
- Analytics using advanced excel
Accomplishments
- Have valid Class 5 Driver’s Licence in BC.
- Good academic record, also University topper in 3rd Semester of Executive MBA.
- Recognized with the prestigious Shining Star of the Quarter Awards multiple times for outstanding contributions.
Timeline
Customer Service Manager
Walmart
04.2024 - Current
Customer Service Associate
Walmart
07.2023 - 03.2024
Customer Service Representative
H&R Block
01.2023 - 03.2023
Manager - Revenue Management
tata power Delhi distribution ltd.
07.2019 - 12.2022
Assistant Manager
Tata Power Delhi Distribution Ltd.
07.2015 - 06.2019
Executive
Tata Power Delhi Distribution Ltd.
01.2011 - 06.2015
MBA -
Vancouver Island University
Post Graduate Program in Data Science and Business Analytics -
Great Lakes, Gurugram and The University of Texas at Austin
Executive Master of Business Administration - Finance & Information Technology -
Delhi School of Management, Delhi Technological University
B.E. in Electronics and Communication -
Manipal Institute of Technology, Manipal University