Summary
Overview
Work History
Education
Skills
Accomplishments
Other Experience
Languages
Timeline
Generic

Sukhpreet Channa

Burnaby,Canada

Summary

Dynamic and data-driven Account Management Leader with 10+ years of global experience across technology, retail, and hospitality industries. Expert in building high-performing teams, scaling operations, and optimizing client satisfaction through metrics-driven strategies. Proven success in enhancing customer lifetime value, reducing churn, and improving service delivery. Adept at resolving escalations, managing KPIs, and aligning cross-functional teams toward business objectives.

Overview

10
10
years of professional experience

Work History

Senior Team Lead

Uber Canada
01.2022 - 07.2024
  • Managed and scaled team from 4 to 10+, increasing regional support capacity by 150%.
  • Spearheaded driver growth initiatives leading to 60% reduction in onboarding time and 85–90% activation rate.
  • Created KPI dashboards using Google Sheets; analyzed trends to improve activation funnel and report to senior leaders.
  • Resolved 20+ weekly escalations by liaising with Legal, Ops, and HR, improving driver satisfaction by 35%.
  • Delivered 12+ strategic presentations to leadership on regional trends, adoption metrics, and process bottlenecks.
  • Facilitated onboarding for 1000+ drivers annually through SOP improvements and coaching programs.

Store Manager in Training

Starbucks Canada
08.2018 - 04.2019
  • Supervised 15+ partners per shift, optimizing labor and service delivery for 500+ daily customers.
  • Reduced drive-thru average service time from 10 to 3 seconds, enhancing throughput during peak hours.
  • Conducted hiring and training for 25+ new employees; improved retention by 30% through coaching and engagement.
  • Analyzed monthly P&L reports and implemented plans increasing customer satisfaction and operational margins.

Operations Manager

Heetastic Restaurant & Bar
01.2015 - 01.2017
  • Converted 70% of 200+ annual event inquiries into bookings; grew loyalty card sign-ups by 20%.
  • Reduced staff attrition by 80% through weekly feedback integration and incentive alignment.
  • Maintained food costs below 35% of revenue while organizing 15+ high-profile events.

Guest Relation Manager

ITC Grand Chola
03.2015 - 07.2015
  • Achieved 100% guest satisfaction (from 85%) by reviewing guest history and tailoring experiences.
  • Handled and resolved 100% of escalations for VIP, corporate, and international guests within 24 hours.

Education

MBA -

Vancouver Island University

M.Sc. - Tourism & Hospitality Management

Bournemouth University

B.A. (Hons.) - International Hospitality & Tourism

Bournemouth University

Advanced & Diploma - Hotel Management

West London College

Skills

  • Strategic Account Management
  • KPI Monitoring & Reporting
  • Team Leadership & Coaching
  • Stakeholder Engagement
  • Customer Experience Strategy
  • Escalation & Risk Management
  • SOP Development & Implementation
  • Data Analysis (Google Sheets, Power BI)
  • Basic SQL

Accomplishments

  • - Reduced Uber Canada driver onboarding time by 60% (25 to 10 days), increasing regional driver availability.
  • - Drove 85–90% activation rate across 80+ daily driver appointments through targeted coaching and streamlined SOPs.
  • - Led a team to achieve 80%+ average KPI performance and won Uber CSATExtra Award (Feb 2023) and Support Superstar H2 (2023).
  • - Executed onboarding revamp project impacting 200+ senior experts across US&C, standardizing process and improving NPS.
  • - Boosted event booking conversion to 70% and customer satisfaction to 100% at Heetastic and ITC Grand Chola through customized service strategies.

Other Experience

  • - College Instructor, Canadian College (2022)
  • - Customer Service Rep, Amazon India (2024)
  • - Front Store Supervisor, Shoppers Drug Mart
  • - Guest Services, Days Hotel & Holiday Villa UK

Languages

Hindi
Native or Bilingual
English
Full Professional
Punjabi
Native or Bilingual

Timeline

Senior Team Lead

Uber Canada
01.2022 - 07.2024

Store Manager in Training

Starbucks Canada
08.2018 - 04.2019

Guest Relation Manager

ITC Grand Chola
03.2015 - 07.2015

Operations Manager

Heetastic Restaurant & Bar
01.2015 - 01.2017

M.Sc. - Tourism & Hospitality Management

Bournemouth University

B.A. (Hons.) - International Hospitality & Tourism

Bournemouth University

Advanced & Diploma - Hotel Management

West London College

MBA -

Vancouver Island University

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Sukhpreet Channa