Manpreet Kaur

Accountable for delivering within service levels, managing customer satisfaction, and overseeing a team of team leads to drive performance and day-to-day operations, focusing on customer relationships, data analytics, coaching, recognition, and performance objectives.

• Implemented performance standards aligned with corporate objectives, client needs, and business plan to drive team excellence.
• Established and nurtured strong relationships between customers and service teams to ensure a positive experience
• Handled day to day operations with focus on customer relationship, data analytics, coaching, recognition, and performance objectives
• Liaised between customers and internal stakeholders and product teams, to help improve products and services
• Spearheaded change management initiatives that introduce and sustain new methodologies conducive to growth, boosting efficiency and reducing operational costs
• Managed and reported on governance meetings at various intervals, providing updates to the leadership team and client.
• Interacted regularly with the customers to share updates, and take project/ program level feedback
• Collaborated and worked closely with process owners, training, and quality managers to enhance process efficiency and implement best practices.
• Partnered with the Wellness Team to gather insights on team's health check outputs and took appropriate corrective action if needed to promote positive employee relations.
• Enforced, and optimized internal policies to maintain responsiveness to client demands.

The project consisted of tier 3 support for resolution of incidents/tickets raised by client (Rogers lab, Canada). The tickets were related to Network, Configuration, Connectivity, Device, Provisioning and Billing issues, encountered during testing of new and existing products and services

• Led end-to-end processes encompassing customer relationships, scope definition, workflow, resource allocation, deliverable creation, coordination, and contributed to result presentations.
• Developed trusted client relationships with client project managers and managed engagement within teams
• Conducted client workshops, consistently delivering exceptional quality and exceeding client expectations.
• Provided daily coaching and mentoring to ticket resolution teams, fostering an open feedback culture to achieve and maintain high customer satisfaction levels.
• Conducted regular team-building, motivation, and employee engagement activities, alongside process alignment, coaching, performance management, and training for the team.
• Provided operational governance by implementing best practices and continuous improvement methodologies.

• Oversaw resource allocation to ensure cost-effective, high-quality service delivery within agreed SLAs and timelines by effectively matching resources with workloads.
• Mentored, and led a team of Assistant Managers and Team Leaders to drive customer loyalty and retention programs
• Diagnosed SLA non-compliance issues and collaborated with BPO to implement effective solutions.
• Regularly reviewed performance reports with the team to identify and address causes of performance deviations and recommend actionable solutions.
• Worked closely with BPO HR to ensure high employee morale and retention initiatives
• Maximized revenue generation to reach long and short-term financial projects (i.e Data collection for billable/non-billable hours, forecasting, budgeting, etc.)
• Managed and reviewed operational reports (Attendance adherence, BPO scorecard, Metrics management, reports) and implement improvement plans as needed
• Created and maximized relationships between the company and Business Partners

• Mentored, trained, developed, and led ‘Customer Service Team' of 115 agents by providing clear direction, training and leadership through positive feedback and leading by an example
• Based on customer feedback, recommended process changes to ensure improved customer experience and reduced operational cost
• Ensured to achieve targeted service levels, talk time and CTI/PI scores through constant monitoring
• Monitored, reviewed, and analyzed daily customer complaint trend/dashboards
• Provided feedback to cross functional teams to ensure continuous improvement and service excellence to clients
• Kept track of attendance, daily statistics, paid time off, sick time and reported payroll information for the staff, along with rostering their shifts for 24x7 call center
• Identified performance related issues, developed an action plan for improvement, implemented corrective action, and tracked performance improvement
• Ensured service delivered to customers (internal and external) meets contractual Key Performance Indicators
• Provided subject matter expertise in handling escalated customer calls as needed.

• Responsible for day-to-day functional direction of agents within the program training classroom environment, including new hire's progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations
• Supported Instructional Design team in designing and developing training materials for various instructional delivery methods including computer-based training, interactive, mock sessions, classroom training, and written job aids
• Measured the effectiveness of training programs using various feedback methods – focus groups, interviews, and surveys that led to enhancement of training resources and programs based on results of evaluation
• Recommended curriculum modifications to Training Manager based on internal customer feedback and/or Training Needs Analysis
• Participated and contributed to continuous learning culture by maintaining engagement on change management, product and services releases, policies, processes, and procedures.

• Recommended, implemented, and monitored preventative and corrective actions to ensure that quality assurance standards are achieved
• Provided analysis on compliance scores, CSAT/Customer Satisfaction, first call resolution and other agent quality performance measures, along with other operational metrics such as average handling time, hold time, calls handled per hour, etc
• Based on daily call audits, provided root cause analysis on program, team and agent level and coordinated and collaborated with Operations team to implement identified opportunities
• Prepared Quality Improvement Plans and ensured implementation through close calibration with Operations team.

• Received, assessed, and responded efficiently as a primary point of contact to 120 customer inquiries and complaints, in a day
• Entered, retrieved, and interpreted data in electronic customer relationship management (eCRM) and ensured unparalleled customer service through effective call resolution
• Participated in trainings on operating procedures, daily briefing, and debriefing & new products
• Identified and referred escalated emerging product or customer dissatisfaction issues to the supervisor and/or manager, when applicable
• Connected and built rapport with a variety of customers/businesses by attentively listening to customers and offering solutions through other products and services that the company offers
• Handled escalated calls with empathy, sympathy, and compassion, with usage of swear stoppers and negotiation, wherever required
• Efficiently navigated multiple software applications, like eCRM (electronic customer relationship management database), Arbor, Excel, Knowledge Base & Word to ensure First Call Resolution.