Kartik Purani
Retention Specialist @Cogeco Connexion
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WORK HISTORY
Retention Specialist @Cogeco Connexion
Burlington, ON, CA
Handle high‑volume inbound retention calls; diagnose churn drivers (price, service quality, competitor offers, relocation, contract terms) and stabilize accounts.• Exceeded retention KPIs with a 105–109% save rate and 100–105% Net Revenue Saved (vs. target) through tailored save offers, value‑based negotiation, and win‑back plays.• Surpassed NPS target (45%) with 50–66% results by setting clear expectations, simplifying next steps, and following up on commitments.• Convert saved conversations into cross‑sells/upsells of eligible bundles, speed tiers, and equipment upgrades while protecting margin and minimizing credits.• Promote digital adoption (self‑serve portal, e‑billing, autopay) to reduce friction, increase stickiness, and improve first‑contact resolution.• Resolve complex billing and contract escalations end‑to‑end by partnering with Technical Operations and Billing; own the case until full resolution.• Maintain precise Compass CRM documentation (case notes, dispositions, tasks, follow‑ups) and keep pipeline visibility current for team and leaders.• Meet or exceed QA, schedule adherence, and productivity metrics (FCR, AHT, ACW, occupancy) while adhering to privacy and compliance (PIPEDA, DNCL).• Surface Voice‑of‑Customer insights and trend patterns to recommend offer tweaks and process improvements that improve ROI.Key accomplishments:• One of the top monthly performers for save rate and NRS.• Recognized for de‑escalation and documentation quality in QA reviews.
EDUCATION
Conestoga College
Postgraduate Degree, Financial technology
Conestoga College
Postgraduate Degree, Financial Planning and Services
Veer Narmad South Gujarat University, Surat
Bachelor of Commerce - BCom, commerce
ABOUT KARTIK PURANI
An ambitious and results-oriented financial professional equipped with a strong academic foundation and practical experience in financial advisory, wealth management, and banking operations. With a Canadian Securities Course (CSC) certification, I possess the technical knowledge and analytical skills necessary to guide clients in making informed financial decisions. My experience spans financial planning, portfolio management, risk assessment, and regulatory compliance, empowering me to address complex financial challenges with precision and insight.I am adept at leveraging advanced tools such as Excel, Tableau, QuickBooks, and CRM platforms to streamline financial processes, improve client engagement, and enhance operational efficiency. My professional journey includes contributing to cash flow optimization, investment strategy development, and the implementation of digital banking solutions, all while fostering client trust and loyalty.Known for my ability to collaborate with cross-functional teams and build meaningful client relationships, I have consistently demonstrated a client-first approach in all aspects of my work. From onboarding new clients to managing financial transactions during large-scale events, I bring dedication, attention to detail, and a problem-solving mindset to every task.I am now ready to launch my professional career in the Canadian financial industry, bringing fresh perspectives, technical expertise, and a commitment to delivering value. If you’re looking for a motivated and detail-oriented financial professional who can contribute to organizational growth and client success, let’s connect and discuss opportunities to work together.
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