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Customer Service Human Resources

Markham, Ontario, L3S 3B4, Canada
December 29, 2017

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Pankaj Khanna(CanadianCitizen)

** ****** ***** ******* ******* L3S3B4

Home # 647******* cell# 647*******

Executive Summary

Human Resources Executive with over 6 years of comprehensive human resources experience including recruitment,retention, conflict resolution, labor relations, change management and benefits administration. Proven experience collaborating with senior management to conduct Human Resources strategic planning in order to support and achieve Corporate goals. Spearheaded the startup of HR processes and operations and managing large number of exempt and nonexempt employees. Accurately managed high-volume information. Proficient in MS Word, Excel, PowerPoint and Lotus Notes; demonstrated aptitude for quickly mastering new skills and work processes.

Expertise in:

Operations management

Training& Development

Employee Relations

benefits Administration

Harassment/eeoc Compliance

Performance Management

Policy Design& Administration


Professional Experience

United Cellular Inc: Manager 2011--- 11/30/2017

Performance & Talent Management

Providing day-to-day performance management guidance to managers (coaching, counseling, career development, disciplinary actions)

Facilitating year-end Performance Assessments.

Partnering with the leads for succession planning, leadership development, and training.

Employee Relations

Managing employee relations as per the policies and labor laws. Working with the legal counsel for complex issues.

Handled restructuring and reduction in force.


Partnering with Managers and the Recruiting team to identify resourcing needs and attract talent.


Providing guidance on offers, salary and bonus changes ensuring consistency with both internal and external benchmarks. partnering with Managers and Directors to execute the annual compensation review process.

HR Operations

Assessing HR service delivery and operational processes for improvement opportunities; propose improvement options / actions

Providing HR Policy guidance and interpretation for Managers and Employees

Working with the HR Administrator to track operational tasks such as service anniversaries and contract deadlines.

Assisting the leadership team with the performance management process and acting as an advisor to the Partners and Managers on related issues as needed

Working with the HR team on staff on-boarding and off-boarding (exit interviews):

United Cellular Inc &Wireless Times (Texas, Atlanta &Alabama): HR Manager

Recruiting and Staffing;

Performance Management and improvement systems; educating management and employees regarding corrective actions, moves and terminations to ensure complete documentation and compliance with company guidelines.

Employment and compliance to regulatory concerns regarding employees;

Employee on boarding, development, needs assessment, and training;

Policy development and documentation;

Employee relations; Investigating complaints and employee relations issues and ensuring findings are documented and recommendations on remedial actions are made to management, as required.

Providing coaching, training, and counseling pertaining to various aspects of human resources (e.g., performance improvement, sexual harassment, discrimination, diversity, legal/employment issues .

Approving terminations, and exercise care that reasons are well documented and are not arbitrary or discriminatory. Ensuring all terminations for cause are reviewed and approved

Overseeing maintenance of accurate and complete personnel records. Ensuring that rules concerning confidentiality and retention are followed.

Keeping abreast of legislation affecting human resources; training Managers,District Managers and Regional Managers.

Responding to human resources related questions and issues from management and employees to ensure accurate and consistent interpretation and application of policies and procedures and to maintain compliance with employment law and regulations.

Overseeing training and safety programs in context of compliance with government regulations.

Reviewing benefits and tries to maximize job satisfaction while keeping the cost of the benefits package under control.

Works directly to gather data/information relevant to employment and discrimination claims, charges, or cases to facilitate prompt resolution

Preparing job descriptions and compensation programs.

Preparing the responses to unemployment claims, ensuring documentation/response is correct, complete, and timely to protect company’s interests

Monitoring effectiveness of human resources programs with an eye on continuous improvements, partnering with management.

Building business relationships with staff and leadership at all levels. Attending relevant team meetings.

American Express – 101 MCNABB Street Markham, Ontario 08/11/2000 till 07/30/2010

Coach (Learning Centre)

Promoted to train new hires in customer service strategies for leading financial institution.

Provided both classroom and computer-based training and mentoring for up to 15 new hires to ensure quality of service and sales productivity. Train new hires in database system and policies and procedures compliance. Ensure departmental goals are met, provide weekly performance reviews and coach team in company standards. Review previous day’s performance, provide feedback and recommend suggestions improvement solutions. Create job aids and create customer service scenarios for role-playing. Log team performance.

Key Achievements:

Led team to consistently refocus on daily goals and performance measurements while leading to optimum productivity.

Strive to ask more thoughtful questions of team members.

Staying aware of environment and those around. Watching body language, tonality and other nonverbal forms of communication to better understand what others are saying.

Being highly empathic and intuitively connected to team members. Listening intently especially to what’s not being said.

Constantly looked for ways to uplift team. Provided moral support and is on the lookout for inspiring quotes, ideas and events anything to raise the team’s spirit.

Committed to facilitating team development through Instilling certainty of purpose, and providing meaningful direction

Promoted personal accountability and provided timely feedback.

Recognized as outstanding trainer and subject matter expert in customer service.

Identified and corrected knowledge gaps, resulting in high team performance scores

Customer Service Team Leader – Call Centre Operations

Team Leader where my strong interpersonal skills and ability to create and maintain team focus ensuring success.

Identifying performance gaps and addressing performance, quality and attendance issues.

Assessing readiness levels and assigning realistic and attainable targets to help improve associates performance and satisfaction.

Initiating new weekly sales incentives to motivate and encourage individual team members and team to meet and exceed sales expectations.

Analyzing and interpreting Call Centre Matrices that ensured team goals were met and exceeded.

Proven ability to build and lead sales and service oriented teams who excel expectations.

Coaching team members on a 1:1 basis as needed to motivate them and keep them at peak performance level.

Leading team huddles where the team’s weekly results and department goals are reviewed and discussed. Action items are then generated to correct any deficiencies and gaps.

Assisting associates in completing their development plans and performance management process.

SRT (Service Recovery Team)

Handled Assist and escalated calls.

Customer calls backs for resolving customer concerns.

Responsible for keeping current with newly implemented processes, policies and products on an on-going basis.

Customer Service Associate

Excelled in sales and providing world-class customer service for high-value card members/Core.

Met or exceeded customer-focused sales targets for high-end credit cards. Actively participated in team meetings and coached new hires in consultative selling skills to improve customer experience. Analyzed and evaluated customer account status to process financial adjustments.

Key Achievements:

Surpassed department goals for sales.

Quickly resolved customer problems at first point of contact using tact and diplomacy.

Created scenarios with complex problems and multiple inquires for team members.

Cybernetics Management Group – Nehru Place New Delhi India 02/20/1996 till 11/20/1999

Recruitment Consultant

Recruited employment candidates for clients in diverse industries.

Assessed client employment and staffing needs by meeting with clients and ensuring clear understanding of expectations. Maintained active candidate pipeline. Screened candidates, conducted interviews, scheduled candidate appointments with business clients and closed recruitment sales.

Key Achievement:

Sourced qualified candidates and managed selection process while locating high quality talent, resulting in excellent client satisfaction and repeat sales.

Singer, Inc. – Connaught Place Delhi India 01/15/1986 07/30/1988

Assistant Store Manager

Collaborated with manger to ensure smooth daily operations and strong staff performance.

Assisted store manger to achieve sales objectives. Managed inventory and prepared quotations to meet customer requirements. Coordinated operations with inventory controller, delivery supervisor and dispatch clerk. Produced weekly and monthly reports using excellent attention to detail and information management skills. Trained and developed sales associates in sales strategies, customer service and company policies and procedures. Handled large cash amounts and controlled expenses.

Key Achievement:

Served as back-up Manager and effectively supervised staff.

Provided exemplary customer service while quickly resolving problems.

Educational Background

Pursuing SHRM SCP Certification (Dallas)

Diploma in Human Resource Management

Seneca College, Newham campus

Bachelor of Arts / Major in Psychology

Jesus&Mary College, India

Completed Two day course in Coaching and Feedback

Situational Leadership 1&II at American Express

Leadership for Everyone (2day workshop) Robin Sharma

Awakening Best Self (2.5 days workshop)-Robin Sharma

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