Gurneet Kaur Singh

Leadership and Resource Management

• Lead, establish and exemplify the desired culture throughout the organisation in terms of staff development, conflict resolution and performance management.
• Accountable for recruitment activities including timing, interviewing and selection
• Sets performance standards in order to lead a high performing team
• Builds employee morale through regular coaching, recognition anddevelopment opportunities
• Fosters employee engagement through a variety of methods including development of training plans and regular career discussion to retain and grow talent .

Service Delivery

• Participates in the development of strategies and assuring alignment with Corporate Strategies Responsible for developing short and long term workload requirements and reviews plans regularly in order to meet service objectives
• Accountable to achieve results in the areas of customer satisfaction,productivity, employee engagement and financial efficiency
• Analyzes key process to drive service improvement and reduce operational costs
• Develop and implement quality assurance processes to assess the quality of work

Relationship Management

• Collaborate, develop and maintain cross functional relationships across the organization to solve problems and create efficiencies in relation to service delivery
• Lead and facilitate meetings with various Business Partners with a focus on enhancing overall service delivery

Administrative & HR

• Assisted in the administration of corporate policies, procedures and programs - Supported the maintenance of employee records, filling select paperwork and serving backup support for routine filling
• Review, approve and audit adjustment requests to ensure budget compliance. - Manage employee incentives and bonus programs providing regular monitoring of service levels - Responsible for planning, monitoring, and achieving departments performance objectives
• Prepare recruitment documentation and schedule interviews .
• Plan, support and prepare meetings for the frontline and management team , such as agendas ,leader scripts, meeting minutes and presentation.
• Enter data and maintain accurate payroll and HR information systems and files .
• Complete all payroll -related functions for the team including coordinating timely transmission of all standards and non standard payments such as bonus.
• Produce reports of Overtime, unauthorized vacation , IT issues and office space coordination .
• Managed and tracked all Actions Items

Performance Enablement Coach - Business Care:

• Regularly met with and coached agents who were not meeting their KPI’s as outlined and set by the department as well as provided creative coaching solutions and methods to enhance performance in an effort to meet and exceed department targets.
• Demonstrated leadership through remote and observational coaching then conducting one-on-one coaching sessions utilizing the LEAD framework to ensure an enhanced customer experience is delivered.
• Collaborate with the team of performance coaches to improve and enhance our coaching practices and methods
• Shared results and analytics to demonstrate the effectiveness of our coaching models - Demonstrated excellent communication skills by participating in weekly meetings with colleagues and managers to present and highlight coaching opportunities.

SME for Communication for Business Care:

• Appointed as a SME for priming communication that goes out to the frontline due to my strong communication skills and experience.

Coach Prime & Quality Assurance Analyst– BCR/Enterprise markets (2008 - 2015)

• Conduct sit-ins and remote monitoring in order to identify and close skill gaps. Proven ability to effectively transfer or teach skills in order to close gaps.
• Analyze reports and call data to identify gaps and opportunities for coaching and development of consultants.
• Identified gaps and suggested recommendations to increase all performance metrics. - Built proposals for commercial organizations such as RBC to negotiate a competitive offer to ensure they remain a client of Rogers.

Loyalty/ Business Customer Service Representative:

• Provided world class customer service when handling incoming calls from our customers. I would listen to customers, analyze their needs, and offer adapted solutions.
• By listening to customers I would help provide solutions to customers' needs for additional Rogers products and services.
• Take accountability to solve issues from beginning to end and meet established productivity objectives
• Receive and incorporate feedback to improve personal and business performance - As part of the loyalty team, manager escalates to save our business customers by reviewing and sourcing the competitive suite of offers. This involved taking a balanced approach by saving Rogers revenue as well.
• Offering the commercial group competitive proposals to make sure their needs are met, and they can benefit Rogers services and managing corporately paid accounts
• Answer customer telephone calls regarding existing accounts
• Respond to questions and concerns about service and escalate calls appropriately - Upgrade service and offer additional service packages or options
• Consistently improve customer satisfaction through expert resolution of conflicts, issues, and concerns
• Promptly responded to general inquiries from members, staff and clients via telephone, email, and fax
• Creation and enhancements of Enterprise Contract Agreements and Major Account Offers.