MAYURI SAHAI
Vancouver,Canada
Summary
Results-driven banking professional with a strong background in IT Engineering and Project Management. Thrived as a Cards Advisor at RBC Royal Bank, offering expert financial services and credit card solutions. Proven track record of building strong client relationships, providing high-quality customer service with a 95% client satisfaction rate, and meeting diverse banking needs. Excited about transitioning into a Project and Workplace Experience Coordinator role to leverage analytical, communication, and leadership skills.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Cards Advisor
RBC Royal Bank
01.2024 - Current
- Serve as the primary point of contact for customer inquiries, managing a high volume of interactions with a 97% resolution rate on first point of contact.
- Assist Manager in handling various complicated client escalations and conducted several team engagement event, resulting in 65% increase in team engagement and workplace participation.
- Utilized Sales Platform (Sap) to access client banking details, identify financial products and track sales opportunities, enhancing customer engagement.
- Acknowledge inquiries or complaints from clients and resolved customer inquiries using Client Action and Request Tool (CART).
- Maintained and update user profile through Credit Card Servicing Application (CCSA), managing payments, reversals and verification, contributing to a 99% accuracy rate in financial transactions.
- Handled scheduling, documentation, and administrative tasks, streamlining internal workflows by 25%.
Guest Experience Representative
Vancouver Christmas Market Inc.
11.2023 - 12.2023
- Managed front-desk operations, on-site troubleshooting and guest relations facilitating smooth entry for over 5,000+ visitors everyday.
- Ensured seamless check-in processes using ShowPass by handling ticketing, crowd management, and vendor coordination, reducing wait times by 30%.
- Contributed to revenue growth by upselling walk-in tickets, merchandise, packages, and additional services when appropriate receiving positive feedback from 95%+ of surveyed guests.
- Monitored inventory levels of supplies and amenities, placing orders as needed to maintain stock levels efficiently, helped the team securing event space at Jack Poole Plaza by set up and tear down of the market.
Customer Service Representative
Destinations North America
04.2023 - 10.2023
- Played a key role in optimizing the client's travel experience by leveraging Navigator's digital boarding pass, reducing 20% check in time delays and enhancing overall efficiently.
- Resolved inquiries, and troubleshooting for travel and accommodation services, serving 3000+ guests daily for 3 different cruise lines at the terminal.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Coordinated with teams to ensure smooth operations, contributing to a 90%+ satisfaction rate among travelers.
Sales & Marketing Associate
Revopions Digital Academy
09.2022 - 12.2022
- Led customer outreach and digital engagement, increasing lead conversion rates by 12%.
- Managed client databases in Excel sheet streamlining record-keeping and follow-ups which resulted surpassing the weekly target by enrolling 10 students everyday.
- Boosted sales revenue by developing and implementing targeted marketing campaigns.
- Leveraged social media platforms engagement by 15% as part of outreach campaigns, raising brand awareness among target audiences online .
Computer Network Trainee
Indian Oil Corporation LTD
04.2022 - 07.2022
- Operating master consoles to monitor the performance of networks and computer systems.
- Created documentation for internal processes, improving team efficiency by 8%.
- Understood the day-to-day operation of computer networks that IOCL relies on.
- Conferred with network users about solving existing system problems.
Education
Post-Degree Diploma - Project Management
Douglas College
02.2024
Bachelor of Technology - Information Technology
Jaypee Institute of Information Technology
07.2022
Skills
- Event planning
- Digital marketing
- Workplace & Office Coordination
- Customer Service & Relationship Management
- Administrative & Organizational Skills
- Front Desk Management
- Risk Management and Compliance
- Banking operations and transactions
- Business development and Profitability Analysis
- Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)
- Adaptability and Team Collaboration
- Project Coordination & Task Management
Certification
- National Credit Review (Level 1)
- Combating money laundering and terrorist financing training
- Banking Software & Customer Service Platforms
- MS Word, MS Outlook, MS PowerPoint and MS Excel
- Workplace Management Tools
Timeline
Cards Advisor
RBC Royal Bank
01.2024 - Current
Guest Experience Representative
Vancouver Christmas Market Inc.
11.2023 - 12.2023
Customer Service Representative
Destinations North America
04.2023 - 10.2023
Sales & Marketing Associate
Revopions Digital Academy
09.2022 - 12.2022
Computer Network Trainee
Indian Oil Corporation LTD
04.2022 - 07.2022
Bachelor of Technology - Information Technology
Jaypee Institute of Information Technology
Post-Degree Diploma - Project Management
Douglas College
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