Christian Kalande

Client Experience & Operations Specialist

Royal Bank of Canada

Mar 2024 - Current (2 years 4 months)

Oversaw end-to-end client and internal partner experience for complex service workflows, serving as the primary escalation point to ensure timely resolution, clarity, and satisfaction across multiple stakeholder groups.Collaborated cross-functionally with product, legal, compliance, and operations teams to resolve high-complexity inquiries, cutting resolution times by 50% and boosting partner satisfaction scores.Directed the execution of an automation initiative that transformed manual reporting into scalable digital workflows, saving over 7 hours weekly and enhancing data accuracy and visibility for internal users.Converted client and operational feedback into documented process improvements and system enhancements, contributing to increas

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Organizational and Strategic Planning, Director

OnepeopleTO & Onepeople Philanthropy

Feb 2024 - Current (2 years 5 months)

Executed a leadership development framework for the founder, resulting in a 40% increase in strategic decision-making efficiency and enhanced organizational alignment.Established critical departmental structures (Operations, Programs, Partnerships, Administration), tripling organizational capacity within the first year.Guided the founder on leadership development and strategic planning, boosting executive decision-making efficiency by 40% and reinforcing mission alignment.Served as an internal consultant and advisor, diagnosing leadership and organizational challenges and delivering actionable solutions that resolved bottlenecks while enhancing decision-making and team cohesion.

Client Operations & Service Quality Lead

Royal Bank of Canada

Sep 2020 - Mar 2024 (3 years 7 months)

Cultivated a cooperative and collaborative environment by sharing best practices among peers through effective planning of team meetings, simplifying complex issues, and partnering with appropriate stakeholders.Orchestrated a comprehensive service quality improvement initiative that decreased response times by 30%, elevating partner satisfaction scores by over 20% within six months through targeted training and process optimization of internal teams.Managed the resolution of high-complexity client and partner issues, achieving a 95% first-contact resolution rate and significantly reducing downstream escalations.Evaluated service level performance metrics to identify trends, leading to a 40% reduction in recurring issues, formulating strateg

Operations & Process Optimization Analyst

Royal Bank of Canada

Apr 2019 - Sep 2020 (1 year 6 months)

Gathered and structured information and data by analyzing and categorizing it effectively, presenting findings to stakeholders at varying seniority levels across the organization.Championed operational excellence by spearheading cross-departmental initiatives that enhanced service quality delivery, achieving a 30% reduction in issue escalation times and boosting client satisfaction scores by 15%.Streamlined communication processes between DS Front Office personnel and operational teams, resulting in the resolution of over 1,200 inquiries annually while improving SLA compliance rates to 98%, thus enhancing overall business efficiency.Led continuous improvement efforts by conducting detailed analyses of service performance data, identifying k

Bilingual Account Transfers, Senior Administrator

Royal Bank of Canada

Jun 2017 - Mar 2019 (1 year 10 months)

Provided high-quality service by exemplifying RBC values of Client First, as measured by efficiency, effectiveness, and identification of client care opportunities.Prioritized over 150 daily transfer requests, ensuring compliance with SLAs and reducing risk exposure by 30%, leading to a notable increase in client satisfaction scores to 95%.Coordinated effectively with multiple departments to resolve issues related to over 200 complex transactions monthly, minimizing processing delays by an impressive 40% and improving operational efficiency.

Bilingual Operations Administrator

Royal Bank of Canada

Oct 2016 - May 2017 (8 months)

Managed daily priorities effectively, achieving a 40% increase in throughput for transfer processing tasks while maintaining exceptional attention to detail and consistently meeting tight deadlines.Processed over 1,500 account transfer requests monthly with a 99% accuracy rate, enhancing client satisfaction and ensuring compliance with service level agreements (SLA) across multiple branches.Collaborated with cross-functional teams to streamline operations, cutting average transfer resolution time by 35%, thereby improving overall service quality and reinforcing RBC's commitment to professionalism.

Christian Kalande

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