Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Hargun Kaur

Acton

Summary

Highly motivated individual with 9+ years of diverse experience across corporate and startups. Expertise in customer experience, customer service, team management, business development and leading projects & business strategy initiatives out of CEO's office. Passionate in problem solving, I am fast learner and have a strong flair for client management.

Overview

9
9
years of professional experience

Work History

Customer Experience Specialist

Logikor Inc
01.2023 - Current
  • Work on enhancing relationships with customers by efficiently responding to inquiries and complaints
  • Analyze customer management and logistics processes to identify areas for improvement and implement changes to enhance efficiency and reduce costs
  • Continually improve operating conditions and communications related to customer and supplier base
  • Work with customers on daily track and trace of their shipments
  • Oversaw complex projects for senior leaders by ensuring timely and cost-effective delivery
  • Maintain a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
  • Monitor customer feedback, identifying trends to improve product offerings and the overall customer experience

Manager, Customer Experience

Airtel Payments Bank
02.2021 - 10.2022
  • Program managed email channel for customer support with a team of 5 team leads and 120+ advisors across two partner teams
  • Collaborated to deliver enhanced customer experience with improved service level adherence (SLA) of 95% from 29% and response TAT of 4 hours from 24 hours
  • Strategized and implemented end-to end setting up of dedicated priority desk for prompt and better quality resolution to repeat customers and reduced repeat email contacts to 20% from 35%
  • Improved advisor quality scores to 98% from 90% with training sessions in alliance with quality team
  • Collaborated and built an RCA framework for CEO escalations to diagnose and highlight product, people and process improvements
  • Planned and implemented customer communication for processes and products across the bank through SMS channel

Manager, PMO & Strategy, CEO's Office

Airtel Payments Bank
09.2020 - 02.2021
  • Planned and collaborated all activities on behalf of the CEO
  • Prioritized critical projects for the organization and road mapped go to market strategies alongside the CEO
  • Designed Board documents and Strategy documents for the Bank
  • Prepared and maintained organizational level MIS
  • Managed executive level stakeholders

Senior Manager, Business Strategy & CEO's Office

Oxfordcaps
01.2019 - 09.2020
  • Led setting up of strategic processes in sales, acquisitions, operations and HR out of the CEO's office
  • Spearheaded and led end-to-end execution of customer support vertical for inbound calls with a team of 13 remote advisors
  • Built and managed 24x7 customer support helpline- maintained service level (SL) of >95%
  • Maintained key performance indicators with regular training sessions and provided customers first time resolution, (FTR) >95%
  • Strategized sales hiring and sales process for 10,000 beds across 10 cities and successfully attained 95% occupancy
  • Implemented and trained teams in software used across verticals- CRM, Operations management etc
  • Played a pivotal role in organization's overall content strategy right from content creation

Growth Strategy Associate

Stanza Living
02.2018 - 12.2018
  • Led strategic initiatives in BD, Sales and Operations as part of Growth Strategy Team
  • Led end-to-end sales in the biggest micro market- Greater Noida comprising 60% of Stanza's current portfolio
  • Led a team of 35+ sales and marketing interns across four micro markets in Delhi NCR
  • Strategized and implemented end-to-end sales and reconciliation process as part of Growth Strategy team Successfully partnered with student run social media publications both online and print at optimized commercials

Business Development Manager

Treebo Hotels
11.2016 - 02.2018
  • Led strategy and research for central BD and sales initiatives at the co-founders office
  • Strategized and executed expansion at profitable commercials in key markets of Shimla, Mahabaleshwar, Bangalore, Pune and Amritsar and successfully onboarded new properties
  • Built B2B and local sales channel in Chandigarh tri-city and onboarded clients with INR 6,00,000+ revenue/month
  • Led ideation, conceptualization, design and execution of sub categorization of Treebo into differentiated brands
  • Led corporate client success project and successfully streamlined internal processes ensuring maximum B2B revenue and 5% lower escalations

Education

Post Graduate Diploma - Liberal Arts And Leadership

Ashoka University
06.2016

Bachelor of Arts - Economics And Sociology

Guru Nanak Dev University
06.2015

Skills

  • Customer experience
  • Team management
  • Customer service
  • Project management
  • Complaint management
  • Business development
  • Business strategy
  • Communication skills
  • Problem solving
  • Analytical skills
  • Process improvement
  • Logistics analysis

Timeline

Customer Experience Specialist

Logikor Inc
01.2023 - Current

Manager, Customer Experience

Airtel Payments Bank
02.2021 - 10.2022

Manager, PMO & Strategy, CEO's Office

Airtel Payments Bank
09.2020 - 02.2021

Senior Manager, Business Strategy & CEO's Office

Oxfordcaps
01.2019 - 09.2020

Growth Strategy Associate

Stanza Living
02.2018 - 12.2018

Business Development Manager

Treebo Hotels
11.2016 - 02.2018

Bachelor of Arts - Economics And Sociology

Guru Nanak Dev University

Post Graduate Diploma - Liberal Arts And Leadership

Ashoka University

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