MOHAN KC
Edmonton,Canada
Summary
Aspiring Customer Service Professional with over seven years of experience in customer services Positive minded, self-motivated, goal-oriented, reliable, and diligent individual with the ability to multitask and take initiatives in the workplace A dedicated professional, with a proven track record of efficiently resolving issues, enhancing customers satisfaction, and fostering long-term loyalty through personalized and attentive service A collaborative team player with strong communication skills, leadership quality and a proactive approach committed to working with colleagues to achieve business objectives and drive operational success
Overview
9
9
years of professional experience
Work History
Protective Services Guard
University of Alberta Hospital
09.2024 - Current
- Conduct regular patrols and monitor entry/exit points and high-volume area to maintain the safety and security of hospital staff, patients, and visitors
- Respond promptly to emergencies and incidents, using de-escalation techniques and sound judgement to manage conflict and maintain order
- Work closely with community peace officers to enforce hospital policies and procedures, ensuring compliance from staff, visitors and patients to uphold a secure environment
- Prepare accurate and detailed incident reports and daily activity logs, ensuring proper documentation for legal and administrative purposes
- Operate and monitor surveillance systems (CCTV) to detect suspicious activities and assist with internal investigation when needed
Tactical Mall Security Guard
GPS Security
04.2022 - 08.2024
- Maintain a strong security presence and act as a deterrent to criminal activity
- Conduct proactive patrols inside and outside the mall to ensure the safety of tenants, employees and customers
- Respond to security incidents, disturbances and emergency situations in a professional and tactical manner
- Prepare detailed reports on security incidents and daily activities
Assistant Manager
Y Not Indian Kitchen & Bar
12.2022 - 07.2024
- Empowered a team of 14 employees by assisting with day-to-day operations, conducting bi-weekly employee meetings, communicating updates and effectively addressing employee concerns
- Proactively created and maintained a safe and positive work environment, free from harassment, discrimination, and workplace violence through cultural awareness training and communication
- Oversaw daily operations and evaluated staff performance to ensure seamless service delivery, directly addressed customer concerns, and implemented improvements to consistently enhance customer satisfaction
- Resolved customer inquiries and complaints promptly, optimized service processes to boost overall efficiency and elevated customer satisfaction
- Assisted the owner in managing the restaurant’s budget, analyzing performance metrics, and maximizing revenue through effective cost control and upselling strategies
Food Service Supervisor
Pizza Hut Restaurant
12.2020 - 04.2022
- Provided leadership and support for a team of 25 employees, including delivery drivers and crew members; managed daily operation, inventory control and wastage
- Prepared weekly schedule, managed staffing, ensured all shifts were covered, assigned daily tasks and workstations to crew members and coordinated breaks
- Facilitated comprehensive new hire orientation and onboarding sessions, and providing on-the-job training
- Served customer with politeness and a positive attitude, ensuring their order met their request to guarantee high satisfaction
- Implemented effective service strategies and personalized interactions to enhance the customer experience, leading to higher customer retention and repeated visits
Food Service Supervisor
Gorkha Durbar
07.2021 - 03.2022
- Supervised daily operation of the restaurant, ensuring authentic Nepali and Indian cuisine were served with high standards of quality
- Worked together with chef and owners to plan seasonal menu updates, incorporating regional Nepali and Indian flavors and customer preferences to drive repeat business
- Trained and led service staff in delivering exceptional guest experience, emphasizing cultural knowledge of Nepali and Indian dishes and fine dining protocols
- Monitored food safety, hygiene and cleanliness standards in compliance with local health regulations and food handling practices
- Handled feedback and special requests from customers with professionalism, including dietary restriction and personalized spice levels, enhancing customer satisfaction
Customer Service Associate
New York Fries
09.2018 - 11.2020
- Greeted and interacted with customers in a friendly and professional manner, provided information about menu items, took orders accurately, and upsold additional products to enhance their dining experience
- Handled customer payments efficiently using the point-of-sale system, ensuring accuracy and proper cash handling procedures
- Prepared and assembled food items according to company standards, ensuring high quality and consistency in every order
- Addressed customer concerns and complaints promptly, seeking to resolve issues and ensure a positive dining experience for all guests
- Followed up with customers to ensure satisfaction and addressed any lingering concerns, fostering customer loyalty
Customer Service Representative
Nepal Bank LTD.
04.2016 - 07.2018
- Assisted 30-35 customers daily, regarding customer concern, complaints, and inquiries about banking service, with special attention to seniors citizens for positive customer experience
- Demonstrated passion for client service in a target-driven environment, resulting in high levels of customer satisfaction and retention
- Responded to incoming calls, answered customers emails, and resolve complaints by creating tickets in the software and addressing issues in a timely manner
- Conducted various financial transactions accurately and efficiently including deposits, withdrawals, fund transfer, and bill payments, while adhering to established procedures and security protocols
- Ensured compliance with all regulatory requirements, bank policies, and procedures, including Know your Customer (KYC) and Anti-Money Laundering (AML) guidelines, to mitigate risk and maintain the integrity of the bank’s operations
Education
Human Resources Management Graduate Certificate -
Georgian College
Barrie, ON08.2020
Project Management Graduate Certificate - undefined
Georgian College
Barrie, ON08.2019
Master of Business Administration - Finance
Pokhara University
01.2018
Skills
- Alarm management
- Reporting skills
- Security camera monitoring
- Visitor assistance
- Law enforcement
- De-escalation techniques
- Physical fitness
- Surveillance
Languages
Punjabi
Native or Bilingual
Hindi
Native or Bilingual
English
Native or Bilingual
Timeline
Protective Services Guard
University of Alberta Hospital
09.2024 - Current
Assistant Manager
Y Not Indian Kitchen & Bar
12.2022 - 07.2024
Tactical Mall Security Guard
GPS Security
04.2022 - 08.2024
Food Service Supervisor
Gorkha Durbar
07.2021 - 03.2022
Food Service Supervisor
Pizza Hut Restaurant
12.2020 - 04.2022
Customer Service Associate
New York Fries
09.2018 - 11.2020
Customer Service Representative
Nepal Bank LTD.
04.2016 - 07.2018
Project Management Graduate Certificate - undefined
Georgian College
Master of Business Administration - Finance
Pokhara University
Human Resources Management Graduate Certificate -
Georgian College
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