Kanchanjeet Kaur Kalra

• Communications, for Tech Mahindra in Canada, Directing and managing business development and pre-sales activities for Tech Mahindra's Communication Media and entertainment. Managing relationship with one of 3 National telecom providers in Canada
• Directing day-to-day operational business, applying as required hands-on approach to producing solutions to strategic, technical, commercial, operational, and personnel related challenges which impact customer service and performance
• Ensuring that all contract requirements are delivered on time, within budget, technically compliant, and to highest standards of safety, quality, and operational excellence
• Ensuring that emphasis is placed on further developing high-performing, innovative, and influential operational support function capable of devising bespoke technical solutions to meet customer requirements
• Planning and directing BPS programs for Telecommunication account to ensure that operations comply with client’s expectations and contractual obligations
• Managing and overseeing quality assurance activities and ensuring all deliverables meet clients’ expectations
• Managing and overseeing sales and financial metrics to ensure that account meet financial goals and projected growth targets
• Supported operations management, sales, and marketing efforts to increase revenue and overall financial health
• Improved resource utilization with data management systems, reducing costs through strategic coordination and contract analysis
• Strategically anticipated long-term business needs by analyzing revenue trends to inform process improvements
• Reduced process discrepancies through measured implementation of performance reporting and data systems
• Introduced software tools and process improvements to mitigate loss and drive operational growth
• Partnered with IT and operational leadership to develop financial business plans with detailed benchmarks
• Established internal audit procedures to validate and improve accuracy of financial reporting
• Prepared cash flow projections, cost analysis and monthly, quarterly and annual reports
• Conducted financial due diligence on potential investments and acquisitions

Program/ Project Management ~ Transition/ Migration
Business Analysis & Strategic Consulting in – Operations & Customer Service, Quality & Process Excellence
Quality & Process Re-engineering
Recruiting, developing manpower and implementing structured training programs.
Client Relationship Management
Business Management/ SLA Management / CTQ Management
Strategic Planning & Solution Identification

• Managed time efficiently in order to complete all tasks within deadlines
• Organized and detail-oriented with strong work ethic
• Used critical thinking to break down problems, evaluate solutions and make decisions
• Demonstrated respect, friendliness and willingness to help wherever needed
• Identified issues, analyzed information and provided solutions to problems
• Skilled at working independently and collaboratively in a team environment
• Self-motivated, with a strong sense of personal responsibility
• Proven ability to learn quickly and adapt to new situations
• Worked well in a team setting, providing support and guidance
• Paid attention to detail while completing assignments

• Managed and directed the training department of the company by creating and implementing training programs to large teams across the company’s global offices
• Selecting and hiring new trainers to deliver specific training to team members
• Connected with clients to understand client needs related to training of staff;
• Engaged with business to provide relevant training intervention
• Responsible for creating monthly, quarterly and annual training budgets
• Role based competency mapping and identification of training needs
• Setting training plans and oversaw the execution of training

• Managed new employee orientation training process for more than 5000 employees each year
• Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness
• Trained staff during demonstrations, meetings, conferences, and workshops
• Conducted orientation sessions and organized on-the-job training for new hires
• Communicated all learning and performance objectives, schedules, and training assessments to upper management
• Trained new hires to perform cross-training exercises with experienced workers
• Reviewed and edited all training materials for accuracy and company policy compliance
• Organized and edited training manuals, multimedia visual aids, and other educational materials
• Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for new employees
• Directed training programs and development paths for managers and supervisors
• Coordinated technical training and personal development classes for staff members
• Implemented new learning strategies depending upon employees' skill levels
• Analyzed effectiveness of training programs at all levels and recommended updates
• Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching, and managing to enterprise targets

• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.
• Worked well in a team setting, providing support and guidance.
• Worked effectively in fast-paced environments.
• Managed time efficiently in order to complete all tasks within deadlines.
• Excellent communication skills, both verbal and written.
• Passionate about learning and committed to continual improvement.

• Worked flexible hours across night, weekend and holiday shifts.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Worked effectively in fast-paced environments.
• Adaptable and proficient in learning new concepts quickly and efficiently.
• Cultivated interpersonal skills by building positive relationships with others.
• Skilled at working independently and collaboratively in a team environment.
• Self-motivated, with a strong sense of personal responsibility.
• Organized and detail-oriented with a strong work ethic.

• Worked with team to identify areas of improvement and devised solutions based on findings.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
• Held weekly team meetings to inform team members on company news and updates.
• Reviewed, implemented and updated company records related to team activities for future reference.
• Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.