Keertana Mohan Email & Phone Number

Calgary, Ab, Ca

Calgary, Alberta, Canada

Calgary, Alberta, Canada

Calgary, Alberta, Canada

Spearheaded and implemented Flahmingo's (fintech firm) customer experience (CX) strategy by creating 10+ training materials and operational workflows for CX representatives specifically for CRM handling, brand voice, quality assurance process, and success metrics to reduce training. Developed a comprehensive employee performance review framework, including evaluation criteria, satisfaction survey, and feedback system; resulted in employee engagement, accountability, and communication. Revamped operational processes for user inquiries by updating help center to answer product related questions and streamlining customer experience through CRM platforms including Zendesk and Intercom.Utilized Excel functions and data visualization tools to create comprehensive CX key-performance-indicator reports, enabling senior management to make data-driven decisions. Conducted comprehensive app beta testing by collaborating cross-functionally with product team; identified and documented software bugs and UI/UX suggestions to ensure high-quality user experience.Developed and executed social media strategy by strategically aligning brand goals with consumer interests and optimizing trends to grow social media presence and boost in engagement on TikTok and Instagram.

Calgary, Alberta, Canada

Established positive patron experience by onboarding and delivering high-quality customer service while upholding restaurant’s standards and values, ultimately increased customer satisfaction rating by 10 points.Administered 15+ daily inbound calls while explaining promotions and accommodating dietary restrictions. Managed seating charts while simultaneously monitoring restaurant activity to determine dining flow to ensure restaurant operates efficiently; achieved a high-level of customer satisfaction resulting in 33% tip increase.

London, Ontario, Canada

Managed club’s Instagram and Facebook and created various promotional visuals using Canva to communicate with members; hosted events achieved 85% participant turnout. Coordinated marketing strategies to promote and raise awareness to 1000+ followers, leading to 95% member retention rate while also attracting new members.

Calgary, Alberta, Canada

Calgary, Alberta, Canada

• Observed the product flow and line of communication at Nordstrom, therefore, able to understand how to influence and improve customers’ shopping experience.• Merchandised segments of departments and designed outfits for display to inspire and influence customers with possible outfit combinations; led to a point of contact between the brand and the customer in order to influence purchasing decisions.

Calgary, Alberta, Canada

Conducted novel research, at University of Calgary, on the role of genes regarding cutaneous melanoma and ran statistical analyses using R programming language.

Honors Business Administration, Honors Business Administration

Activities and Societies: HBA Association, Ivey Marketing Club, Ivey Fashion & Retail Club, Ivey Health-Sector Club, BCG Consulting Case.

Bachelor Of Medical Science

Activities and Societies: DECA Western, USC Hype Team, Fashion & Lifestyle Society- Dean's Honour List (2019-2021) - Received.

High School Diploma

Honours with Distinctions (95%)