Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Rahul Kalra

Edmonton,Alberta

Summary

I have worked with multiple Clients across geographies, and I have acquired effective & mature communication skills, a sense of collaboration and impressive interpersonal skills to add value to the organization that hires me; with an appetite to always learn new things on the go and upskill myself further

Overview

20
20
years of professional experience
1
1
Certification

Work History

BMO Bank Client Account Maintenance Specialist

TCS Canada
06.2023
  • Working as a Client Account Maintenance Specialist at TCS for BMO Bank
  • Supervising a team of 12 information process enablers
  • Overseeing TAT, Accuracy and E-Sat metrics for self and the team
  • Overseeing customers onboarding to the new Online Banking for Business platform introduced by the bank, post migration of Bank of the West (US) to BMO
  • Resolving customer login issues and to make the new platform more user friendly by educating customers on calls and giving step by step procedures to follow for easy banking
  • Raising tickets on Service Now and overseeing coordination for end to end closure of the below: Signatory Changes, Documentation and Account/Profile Maintenance (DAC) related queries, Account information/transactions back up queries, Statements and Cheque copies, ACH (Automated clearing house) payment recalls, death recalls, ACH back-up, ACH returns, Account Closure requests, Customer escalations and complaints, Returned items for cheques and stop pays
  • Working on applications like Service Now, Alltel (Host), Pep+ and Livelink
  • Overseeing daily performance reporting to the Client and internal stakeholders.

Customer Experience Associate

OSL (Walmart) Canada
01.2023 - 12.2023
  • Worked as a Customer experience & sales associate
  • Oversaw the billing of the customers at the cash register
  • Oversaw product details explanation to the customers to enhance sales
  • Upsold Walmart Rewards Master Card and Walmart Protection plan to each customer to enhance revenue
  • Top seller for March 23’ (15 cards), April 23’ (31 cards) May 23’ (29 cards) for Walmart Rewards Master Cards
  • Managed Stocking, Binning and capping on the sales floor
  • Received online appreciation from the customers and received 4 certificates from Walmart St
  • Albert Manager Kevin, for excellent customer service
  • Managed the opening and closing of shifts in rotation.

Program & Project Manager

Accenture
07.2015 - 12.2022
  • Coordinated with multiple stakeholders for 300 plus IT implementation stagnant projects for the Client Bayer Crop Science for Canada & Germany to bring down the average time of completion of the projects
  • Initiated and Led status update meetings with multiple 3rd Party Client Vendors (CapGemini, Tata, Internal) to understand the show stoppers of the ongoing projects and liaised with them to have the stagnant projects expedited
  • Updated the key stakeholders on the progress of the projects and liaised for budget approvals
  • Created testing scripts for the completed projects to test the final solution, before implementation
  • Coordinated and managed testing of solution and published the results to the key stakeholders for sign offs
  • Worked with major clients – Mondelez, Ceva Logistics, Dyson, Alcatel Lucent, Nokia, Accor Hotels, Latam Airlines, Stanley Black & Decker, Bayer Crop Science
  • Managed Talent Acquisition for 2500+ resources for Mondelez, Nokia, Bayer for different skill sets and levels
  • Led, Coached, and Mentored Talent Acquisition team members to achieve organizational objectives
  • End to end management of access provisioning for 120+ applications for the projects Nokia, Stanley Black & Decker and Bayer Crop Science for 1800+ FTEs across 4 geographies (APAC, EMEA, Dalian, Timisoara)
  • Led Process Design Workshops for Mondelez to create “To-Be” process maps for Knowledge transfer and SOP creation
  • Ensuring effective Due Diligence & SOW validation with the Client to agree on the exact scope of the activities on the Finance & Accounting, Financial Planning, Insurance & Actuarial Science projects within Accenture
  • Creating Project plan and plugging in all deliverables with defined owners, timelines and handoffs
  • Tracked & Managed project deliverables to closure
  • Managing Risks, Issues, Actions and Decisions via an agreed Risk Plan and escalating the same to Line Management and Program Management in a timely manner
  • Planning & Executing Mitigation for all the Risks identified
  • Tracked & Filed financials for all project deliverables
  • Scheduled meetings with Client, External & Accenture stakeholders to discuss budget approvals
  • Responsible for maintaining cost within budget as per WBS structure aligned and planned
  • Reporting program status (including tracking project plan and contractual & key milestones/deliverables)
  • Managed overall internal/ external client relationships during various stages of the project/transition
  • Effective Governance & Client Management for transparency in operations & keeping the client engaged
  • Engagement of Business Excellence teams with the project to ensure Process Improvement and to enhance quality & productivity across levels
  • Facilitate and moderate project meetings including project kick-offs, team progress and issue resolution, leadership updates, project close-out, best practices and core team meetings
  • I was assigned the responsibility of managing Client Visits for Accenture India (Delhi) and catering to their professional needs as a part of my project
  • The key responsibility was to provide an extremely smooth travel & hospitality experience to all client visitors
  • Coordinated with existing and new Client visitors to help in planning, organizing their travel to Accenture
  • Raised timely requests for client invite/port of entry letters and shared with the clients
  • Conducted research for flights and hotels according to the requirements of the clients
  • Got all approvals in place for Accenture compliance well in advance and got access cards created for the visitors to ensure a smooth entry/transition in the Accenture premises on arrival
  • Arranged for daily lunch for all client visitors, planned according to the pre-discussed allergy safety requirements of all visitors.

Assistant Manager Business Operations

Concentrix
07.2006 - 06.2015
  • Managed spans ranging between 20 FTEs to 150 FTEs in different projects, depending on the scope
  • Was a part of U-Promise, Carlson, Vanguard (National & Alamo Car rentals), Amazon US, Yahoo, Intuit and Virgin Media projects for different time spans, managing Customer service teams
  • Accountable for training agents for sales for making car reservations for National and Alamo
  • Accountable for meeting Schedule adherence for all lines in Virgin Media project
  • Accountable for meeting SLA for all calls in Amazon.com project, keeping the call abandon % below 3%
  • Worked closely & collaboratively with the Work force management team for FTE schedules for an effective leave management and to manage shrinkage effectively
  • Consulted the Work-Flow Management Team to have the Client Data Protection Controls (CDP) implemented
  • Meeting clients and scheduling regular stakeholder calls for providing project updates
  • Planned and Executed Rewards and Recognition Programs for the direct Span
  • Managed customer escalation calls and did technical troubleshooting of the concerns by taking Remote access of the Customer's desktop
  • Managed and Accountable for the SLAs from a perspective of CSAT (Customer Satisfaction), TAT (Turn Around Time) of all Open Tickets
  • Worked collaboratively within the team and across the organization to achieve successful outcomes
  • Built positive relationships with business owners and stakeholders.

Customer service representative

Concentrix
02.2004 - 06.2006
  • Provided Customer Service and Resolution to customers calling from the U.S
  • And ensured the best Customer service on all customer calls
  • Always prioritized giving First Contact Resolution to all the customers for the best customer service
  • Accountable for Individual Metrics based on SLAs like CSAT (customer satisfaction) and Breaks/Schedule Adherence.

Education

MBA -

Mahatma Gandhi University Meghalaya
India
01.2013

Skills

  • Recruitment
  • Time management
  • Project management
  • Effective planning & execution
  • Effective Customer service skills
  • Effective Client Relationship management
  • Proficiency in utilization of Microsoft Office tools
  • Experience working across multiple industries leading cross functional teams
  • Critical Thinking
  • Team Supervision
  • Teamwork and Collaboration
  • Root Cause Analysis
  • Effective Communication
  • Interpersonal Communication

Certification

  • PMP Certified, PMP No. 3704172
  • Pursuing Data Analytics Certification

Timeline

BMO Bank Client Account Maintenance Specialist

TCS Canada
06.2023

Customer Experience Associate

OSL (Walmart) Canada
01.2023 - 12.2023

Program & Project Manager

Accenture
07.2015 - 12.2022

Assistant Manager Business Operations

Concentrix
07.2006 - 06.2015

Customer service representative

Concentrix
02.2004 - 06.2006

MBA -

Mahatma Gandhi University Meghalaya
  • PMP Certified, PMP No. 3704172
  • Pursuing Data Analytics Certification

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Rahul Kalra