Sourav Kumar
Cold Lake,AB
Summary
Dynamic leader with proven expertise in staff management and customer relationship management, honed at Tim Horton's and other notable companies. Excelled in enhancing team performance and customer satisfaction through effective training and complex problem-solving. Skilled in verbal communication and time management, achieving significant improvements in workplace efficiency and service delivery. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Manager
Tim Horton's
Cold Lake, AB
04.2023 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Improved safety procedures to create safe working conditions for workers.
Customer Service Representative
Skip The Dishes
Winnipeg, MB
10.2021 - 03.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- assist customers with placing orders, processing returns, and resolving product or service issues.
- Actively listened to delivery drivers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Key Holder Supervisor
Dollarama
Montreal, QC
08.2019 - 09.2021
- Completed store opening and closing procedures.
- Counted out cash drawers and balanced totals.
- Updated store displays frequently to maintain freshness in presentation while highlighting key products or trends effectively.
- Improved customer service by projecting friendly and knowledgeable attitude.
- Trained new employees on company policies, procedures, and best practices to ensure consistent performance across the team.
- Loaded and unloaded merchandise from trucks to organize warehouse and backroom spaces.
Education
High School Diploma -
CDI College
Montreal, QC10.2021
Skills
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Staff Training and Development
- Staff Management
- Customer Relationship Management (CRM)
- Hiring and Training
- Onboarding and Orientation
- Shift Scheduling
Languages
English
Full Professional
Punjabi
Native or Bilingual
Hindi
Professional Working
Certification
- Food Handler, 14-09-2022 to 14-09-2027, ServSafe
Timeline
Manager
Tim Horton's
04.2023 - Current
Customer Service Representative
Skip The Dishes
10.2021 - 03.2023
Key Holder Supervisor
Dollarama
08.2019 - 09.2021
High School Diploma -
CDI College