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Work Background
PockyDocChief Culture Officer
Oct. 2024IndiaBuilding Powerful & Aligned Teams, Authentic Marketing, Divine Strategies, Mystical AI.
The Unified: Marketing & IT Solutions Inc.Founder & COO
Jun. 2023 - Nov. 2024Vancouver, British Columbia, Canada- Developed and implemented operational strategies that transformed 13 businesses within 12 months, driving efficiency and scalability across various sectors. - Maintained a remarkable 100% client retention rate through exceptional service, proactive communication, and a dedication to fostering long-term relationships. - Managed monthly account billing cycles, ensuring timely and accurate financial operations while leading customer success calls to enhance client engagement. - Actively prospected new clients and represented the company at networking events, building trust and credibility as the face of The Unified. - Directed product development and strategic planning sessions, aligning team goals with client needs to deliver impactful solutions. - Led an internship program, coordinating a team of 26 individuals across 4 projects, effectively managing communication and operations to ensure smooth collaboration among 18 students, 4 project managers, and industry professionals. - Served as the central point of contact for all operations at The Unified, empowering team members and maintaining strong relationships with clients and stakeholders.
HcareersCustomer Success Manager
Jun. 2022 - May. 2023Vancouver, British Columbia, Canada- Managed over 40 client accounts, emphasizing relationship-building over cold-calling, leading to decreased churn rates. - Provided data-driven insights to support a team of 10 sales executives, enhancing sales and renewals in a SaaS environment. - Fostered long-lasting client relationships, contributing to a positive customer experience.
University of the Fraser ValleyService Desk Analyst I
Aug. 2021 - Mar. 2022Abbotsford, British Columbia, Canada- Efficiently resolved 2,200 tickets within 8 months, maintaining a high level of service while adhering to ITIL and UFV protocols. - Contributed an astonishing 17% towards total incidents worked on by the team and 59% of the Service Request received at ITSD. - Led the seamless onboarding of student lab monitors, confidently guiding them through engaging tours and clearly outlining job responsibilities. Developed comprehensive documentation of role expectations and provided vital resources for First Contact Resolution, empowering each individual to excel in their position. - Collaborated with different teams within ITS on varying issues related to applications such as Blackboard, Banner, M365, Active Directory to ensure fast and satisfactory resolution of incidents. - Created, modified 1200+ Employee accounts in Active Directory with 100% accuracy rate - Managed Exchange Admin Console for Individual, Shared, Email Only mailboxes, and Distribution Lists
SpeedLine Solutions IncAssociate Support Project Specialist
May. 2021 - Jul. 2021Abbotsford, British Columbia, Canada- Fastest person to be promoted to Associate Support Project Specialist due to outstanding performance, contributing to process improvements and writing knowledge base articles that streamlined support operations. - Collaborated with cross-functional teams to capture and share knowledge on recurring technical issues, enhancing overall team performance. - Took on additional responsibilities, training new team members and sharing best practices, while maintaining a focus on customer success and relationship building.
SpeedLine Solutions IncSupport Technician
Oct. 2020 - Jul. 2021- Delivered exceptional hardware and software support for clients using SpeedLine’s Point of Sale (POS) systems, ensuring optimal operational efficiency. - Recognized as a top performer consistently for 9 among a team of 20 technicians, achieving the fastest resolution times and consistently high customer satisfaction ratings. - Completed a rigorous 5-week training program in just 2 weeks, demonstrating a commitment to efficiency and rapid learning.
London DrugsE-Commerce Fulfilment Co-ordinator
May. 2020 - Jul. 2021Abbotsford, British Columbia, Canada- Developed an efficient fulfillment system, single-handedly processing over 200 online orders per day with an error rate of less than 1%. - Promoted to Coordinator for exceptional performance, leading a team of 10 associates to maintain operational efficiency. - Implemented personalized customer notes, enhancing the overall shopping experience and increasing customer satisfaction.
University of the Fraser ValleyIT Lab Monitor
Jan. 2020 - Apr. 2020Abbotsford- Understand lab policies, procedures, and technologies, and be able to communicate them to our customers in a positive and concise manner - Answers questions and provide software and hardware assistance to faculty, staff and fellow students - Help getting users connected to EduRoam WI-FI, downloading the UFV mobile app, assisting with student printing related questions as well as answer other general IT Services related questions - Enforces the rules of the lab in a respectful and courteous manner e.g. No food or drink in lab area, no disruptive behavior in lab - Maintain Lab Monitor Problem Log. Open tickets using eHelpdesk system to report issues that cannot be resolved by lab monitor to the IT Service Desk for follow-up
University of the Fraser ValleyCostume Assistant
Oct. 2019 - Apr. 2020Abbotsford, British Columbia, Canada- Assisted Costume Department Head in stitching, cleaning and organizing costumes before each show of the ongoing theatre production - Assisted with set, props, rentals and loans, documenting and tracking loans, restocking all returns - Digitally photographed all new acquisitions and adding them to the department database - updating catalogues and inventories - including detailed descriptions and conditions of the articles
London DrugsPost Office Specialist
Sep. 2018 - Jul. 2021Abbotsford, BC- Managed employee training for all new recruits over a 5-month period, and offered continuous advice, guidance and mentorship on duties and best practices - Stayed up to date with all Canada Post Corporation (CPC) communications - Operated ROSS (Canada Post POS system) to process transactions - Executed CPC programs and services to address customer needs, while maintaining "Superior Customer Service" - Maintained “Superior Customer Service”
Design2Web, Inc.Junior Web Developer and Research Assistant
Jun. 2018 - Oct. 2019Abbotsford- Responsible for understanding customer requirements and making websites using PHP and WordPress - Provided on-site and off-site tech support - Research work involving acquiring parts for making custom-build PC
WIS InternationalInventory Associate
Jun. 2018 - Sep. 2018Abbotsford- Travelled to different store locations to work in teams counting inventory - Worked in both warehouse and retail locations
UFV India Toastmasters ClubVice President Public Relations
Sep. 2017 - Feb. 2018Chandigarh Area, IndiaHandled Social Media for the UFV India chapter of the international Toastmasters club In-charge of enrolments and spreading awareness about the club
Seabird InternationalIELTS Instructor
May. 2017 - Jun. 2017Khamano- Planned and delivered an assortment of IELTS lectures and tutorials focusing on four skills: Listening, Speaking, Reading and Writing - Taught classes focused on both IELTS Academic and IELTS General Training tests - Conducted and graded weekly IELTS practice tests - Provided individual feedback to students throughout the course
Humans of UFV IndiaContent Creator
May. 2017 - Jun. 2017Chandigarh Area, IndiaPosted interesting stories about the humans at UFV India.
FraserWood- UFV IndiaPresident
Aug. 2016 - Apr. 2018Chandigarh Area, IndiaRan a club for movie enthusiasts, organizing weekly screening of iconic movies, running marketing campaigns to ensure significant turnover, providing the audience with snacks and refreshments giving new students opportunity to socialize and network with peers sharing similar interests
Patanjali Arogya KendraSales Associate
Jun. 2016 - Apr. 2018Punjab, India- Managed the store, assisting customers by providing product information allowing them to make an informed choice - Acted as a cashier for the shop while also managing finances for the opening and closing shifts - Kept track of inventory to ensure adequate stock, placing orders with the vendors twice per week, received and stocked inventory
Pankaj Excellence Insurance ServicesTech Support
May. 2015 - Apr. 2018Punjab, IndiaHandled data-entry tasks and acted as a tech support.
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