Mahima Kukal
Surrey,Canada
Summary
Adaptable and growth-driven professional with extensive experience in client experience management, sales, and service leadership. Skilled at building trusted relationships, resolving challenges with empathy, and aligning business and technology solutions to deliver seamless client journeys. Recognized for driving collaboration, adapting to fast-changing environments, and aligning solutions with client needs, while combining a calm, positive communication style with data-driven insights to improve satisfaction, retention, and team performance. Experienced across retail, telecom, and IT managed services, bringing versatility, problem-solving ability, and a customer-first mindset. Currently pursuing Project Management Professional (PMP) certification with PMI, with the goal of integrating strategic project leadership and client engagement expertise to create sustainable business value.
Overview
5
5
years of professional experience
Work History
Client Experience Manager
F12.net
02.2025 - Current
- Serve as single point of contact for client escalations, resolving concerns quickly while ensuring positive long-term relationships.
- Manage a portfolio of recurring clients, building trust and driving retention through proactive support.
- Oversee IMAC (Install, Move, Add, Change) requests, from quote processing to completion, ensuring accuracy and efficiency.
- Collaborate across technical teams, project services, sales, and operations to deliver seamless service and customer satisfaction.
- Track KPIs, performance metrics, and feedback, identifying trends and opportunities for improvement in client engagement.
- Maintain client records in ConnectWise CRM, including scheduling, dispatch calendars, and project asset tracking.
- Deliver white-glove service by consistently providing timely updates, resources, and training to clients
- Analyzed client data to identify trends, informing personalized service strategies.
- Supported financial reporting by maintaining accurate records within NetSuite environment.
Assistant Sales Manager
Mainland Motors Auto-group
11.2024 - 01.2025
- Oversaw the end-to-end sales cycle, from client engagement and needs assessment to deal negotiation and closure.
- Ensured seamless client communication and coordinated financing approvals with banks, credit bureaus, and internal finance teams.
- Managed vehicle inventory accuracy and lot rotation, optimizing availability and presentation to support sales performance.
- Proactively identified new sales opportunities through client relationship building and market awareness.
- Collaborated with management on strategic sales initiatives, contributing to business growth and customer satisfaction.
Senior Sales Manager
Best Buy
09.2023 - 11.2024
- Responsible for coaching associates on sales techniques, carrier promotions, and new product launches
- Developed and implemented strategic sales initiatives to drive revenue growth across multiple departments.
- Led by example in delivering exceptional client experiences, handling escalations directly when required.
- Supervised daily sales operations, ensuring compliance with company policies and procedures.
- Proactively shared knowledge on new systems, devices, and tools to keep team performance aligned with business needs.
Sales Team Leader
Rogers Communications
04.2023 - 09.2023
- Developed targeted lead generation strategies using CRM tools to enhance client acquisition efforts.
- Conducted market research to identify potential leads and optimize outreach approaches.
- Established strong relationships with prospective clients through personalized communication strategies.
- Implemented innovative outreach campaigns that significantly boosted brand visibility and interest among target audiences.
Team Lead
Best Buy
11.2022 - 04.2023
- Directed a department handling all Canadian mobile carriers, including device financing, SIM activations, add-a-line services, and carrier promotions.
- Acted as first escalation point for customer concerns, providing empathetic, quick, and solution-oriented problem solving.
- Monitored KPIs and sales performance metrics, using data to identify gaps and implement corrective coaching.
- Mentored and developed associates through training on telecom systems, product knowledge, and customer engagement, ensuring consistent improvement.
- Partnered with cross-functional teams (Geek Squad, Visual Merchandising, Operations) to deliver seamless end-to-end customer experiences.
- Oversaw daily operations including team scheduling, workload assignment, reporting, and adherence to SOPs.
- Leveraged tools such as POS systems, Salesforce CRM, and KPI trackers to maintain performance visibility and accountability.
Sales Advisor
Best Buy
08.2021 - 09.2022
- Managed operational tasks: updating daily sales books, completing opening and closing reports, and ensuring store signage and pricing accuracy.
- Assisted customers in product selection and provided tailored recommendations to enhance satisfaction.
- Supported a smooth checkout experience, including POS operation, financing, and warranty add-ons.
- Actively participated in training programs and skill-building sessions, achieving strong knowledge in telecom solutions, product lines, and system tools.
Crew Team Member
Wendy's
10.2020 - 04.2021
- Delivered frontline customer service at counter and drive-thru, ensuring fast and friendly interactions.
- Handled cash operations, including closing tills, safe reconciliation, and balancing daily transactions.
- Supported food preparation and safety inspections, maintaining compliance with health standards.
- Monitored inventory levels, assisting with stock checks and restocking supplies as needed.
Education
Specialization - Project Management
Yorkville University
New Westminster, BC03-2026
BBA - Marketing And Graphic Design
Simon Fraser University
Burnaby, BC01-2023
Skills
- Client Relationship Management
- Cross-Functional Collaboration
- CRM & ERP Systems (ConnectWise, Salesforce, NetSuite, Oracle)
- POS Systems & Vendor Portals
- Data-driven decision making
- Technical Project Coordination
- Business Development & Client Retention Strategies
- Coaching, Mentorship & Team Leadership
- Conflict Resolution & Problem-Solving
- Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)
- Telecom & Mobile Solutions Expertise
- Process Improvement & Operational Efficiency
- Project Planning, Execution and Delivery
- Staff Scheduling and Training
- Sales Strategy Development
LANGUAGES
English - Bilingual
Hindi - Native
French - Conversational
Interests
Passionate about the creative arts, including painting, sketching, and poster design, with experience contributing artwork for school functions and community projects Enjoy dancing and choreography, having served as a Choreography Assistant with the SFU Dance Club, and continue to explore creative outlets that encourage collaboration and self-expression
Awards and Accomplishments
- Honor Roll Award - Simon Fraser University
Recognized for achieving a semester GPA of 3.70 or higher in Summer 2021. - Merit Award - St. Cecilia’s Public School (December 2019)
Awarded for outstanding academic performance: 99% in Economics, 96% in English, and 95% in Business Studies. - Award of Excellence - Commerce Teacher’s Foundation (November 2017)
Ranked 112th internationally and scored 96% in the 9th International Commerce Olympiad.
Timeline
Client Experience Manager
F12.net
02.2025 - Current
Assistant Sales Manager
Mainland Motors Auto-group
11.2024 - 01.2025
Senior Sales Manager
Best Buy
09.2023 - 11.2024
Sales Team Leader
Rogers Communications
04.2023 - 09.2023
Team Lead
Best Buy
11.2022 - 04.2023
Sales Advisor
Best Buy
08.2021 - 09.2022
Crew Team Member
Wendy's
10.2020 - 04.2021
Specialization - Project Management
Yorkville University
BBA - Marketing And Graphic Design
Simon Fraser University
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