Zohan Sunesara

Credit Card Specialist with 9+ years in customer-facing financial services and retail operations. Resolved 95% of credit card inquiries on first contact, sustained 98% risk-assessment accuracy against AHT targets, and led a zero-downtime migration of a full credit card processing system. Built on a foundation of measurable operational impact — 30% inventory waste reduction, 25% lift in customer satisfaction — across food service, retail, and logistics.

Fluent in English and Hindi, working proficiency in French.

Credit Card Specialist - CIBC - Regina, SK

(2025-12)

• Resolved 95% of credit card inquiries on first contact, as measured by first-contact resolution rate, by diagnosing issues quickly and applying product expertise without escalation.
• Sustained 98% risk-assessment accuracy on average while meeting all Average Handling Time targets, dipping to a low of 88% only during rollout of new procedures before recovering, as measured by monthly compliance audits, by following standardized creditworthiness protocols under time pressure.
• Delivered a zero-downtime migration to a new credit card processing system, as measured by uninterrupted service during cutover, by coordinating testing and rollout timing across teams.
• Resolved 90% of creditworthiness cases independently without escalation, as measured by internal case-routing data, by evaluating applicant credit histories and financial statements directly.
• Maintained accurate client records across 5 concurrent systems while handling roughly 50 calls daily, by multitasking real-time data entry with live customer inquiries.

Restaurant Supervisor - Tim Hortons - Regina, SK

(2020-09 - 2026-07)

• Cut inventory waste by 30%, as measured by month-over-month waste tracking, by redesigning ordering practices around actual demand.
• Raised customer satisfaction ratings by 25%, as measured by post-visit feedback scores, by resolving complaints on the spot and launching a structured feedback program.
• Reduced overtime labor costs by 20%, by restructuring staff scheduling around peak-demand periods.
• Onboarded and trained a 10-person team, cutting new-hire ramp-up time to 2 weeks, by standardizing food handling, sanitation, and customer service protocols.

Sales Associate - Aeropostale/Bluenotes - Regina, SK

(2021-10 - 2022-06)

Cross-sold promotions and drove add-on purchases through tailored product recommendations.

Warehouse Worker - Loblaws - Regina, SK

(2021-10 - 2022-04)

Achieved 100% order-picking accuracy and 96% inspection compliance in a high-speed distribution environment.

Demonstrator - Costco - Regina, SK

(2021-09 - 2022-03)

Built brand awareness and drove member sales through live product demonstrations.

Restaurant Team Member - Tim Hortons - Toronto, ON

(2017-08 - 2020-09)

Delivered consistent customer service and trained new staff on food handling and service standards.

Administrative Assistant - Jane and Finch Community Centre - Toronto, ON

(2019-11 - 2019-12)

Managed scheduling, payroll, and accounts payable/receivable for a six-executive office using ADP.

Customer Service Associate - Wireless Plus - Mississauga, ON

(2017-01 - 2018-08)

Processed and resolved customer service requests via phone and mail.

Insurance Agent - Vubrain - Mumbai, India

(2012-06 - 2016-11)

Secured underwriting approval and managed claims across fire, illness, and accident cases.

Certificate - Administration Level 2 - University of Regina

Diploma - Business Administration - Anderson College of Health, Business and Technology

Diploma - Business Administration - Lambton College

High School Diploma - National College of Arts, Science and Commerce