Customer Service Management

NAVJOT KAUR

**** *********** *******, *** *** ~ Richmond, BC V6X3E2

Cell: 604-***-****; Email: ***********@*******.***

PROFESSIONAL SUMMARY

Highly adaptable, analytical and solutions-driven professional experienced in wide range of Human Resource activities, Administrative activities, Customer Service activities, database management and Audit management. Ability to multitask, learn new processes and analyzing large quantities of complex data to enhance the process effectiveness.

EDUCATION

MASTER OF BUSINESS ADMINISTRATION ~ HUMAN RESOURCE MANGEMENT (2007-2009)

Lovely Professional University, Punjab, India

BACHELOR OF SCIENCE ~ MARKETING (2003-2006)

Guru Nanak Dev University, Government College, Punjab, India

Core Knowledge & Skill Areas

Recruitment & On-boarding Database Management Process Management

Performance Management Interpersonal Skills Communication Skills

Organization Development Customer Service Skills Ability to multi-task

Computer Literacy: HR Information System (HRIS), Microsoft Office – Excel, Word, PowerPoint, Outlook, Visio

PROFESSIONAL EXPERIENCE

Five Star Insurance Brokers Ltd. Brampton, ON Aug 2015 – Oct 2015

CUSTOMER SERVICE RESPRESENTATIVE

Managed the existing & new client database and process the endorsements and queries in timely manner.

Accountable for getting the client information and for preparing the Auto and Home Insurance quotes for the clients in consultation with the Broker

Responsible for handling Applied Rating Services, Power Broker and Insurance company portals to put in the client details

Managed client queries and provide solutions after discussion with the Insurance brokers

Responsible for the completion of documentation work for clients

Infosys BPO. Ltd. Bangalore, India Dec 2012 – May 2015

PROCESS SPECIALIST

Part of the Performance Management Role Change process of Organization development team and handled Performance Management, Role Change, Role Induction and Re-hire processes.

Awarded the “Best Performance” and “Extra Mile Award” for Performance Management and Role Change Processes by the manager and client respectively

Developing, Enhancing and Implementing Corporate guidelines and framework for Promotions, Progressions and other stream movements across Organization

Managed SAP systems involved in the role change process and to continuously partner with Information system team to enhance/ modify the same

Instrumental in conducting the audit of Role Change process at the end of the cycle quarterly

Preparing and analyzing the status reports, closure reports, Ad-hoc reports for Goal setting and Performance Evaluation processes

Accountable for creating Goal templates in Performagic tool for all the roles across the organization

Guided the recruitment team in offering a fair and justified role to ex employees interested in joining back in the organization

Accountable for completing the education bucketing against the educational level of the employees, The aim of this project is to provide fair chance of career movement to employees considering the education aspect also

Coordinated Role Induction initiatives such as Buddy Program and Job Shadowing program for newly promoted employees in the organization

Created and maintained Dashboards, Online surveys, Process documentations like Process flows using Microsoft Visio tool, Responsibility assignment Matrix (RACI)

Addressed and advised the stakeholders in regards to Process-related questions or concerns.

Goliath Exim Pvt. Ltd. Punajb, India April 2012 – Dec 2012

HUMAN RESOURCES EXECUTIVE

Part of the Human Resources and Administrative activities of the organization.

Instrumental in assisting in Policy development and effectively communicating Policies to Employees

Organized the training programs for the employees to help them acquire required and new skills

Responsible for handling the administrative activities such as Attendance management, Leave management, Stationary and Travel arrangements

Handled the Statutory compliance of the company like Provident Fund and Employee State Insurance

Responsible to manage the employee database

Wave Beverages Pvt. Ltd. Punjab, India Feb 2011 – Feb 2012

MANAGEMENT TRAINEE

Involved in the design and implementation of the key human resource activities in the organization.

Represented my company in the Coca Cola Eurasia & Africa Group HR Summit held in Dubai from 18th July, 2011 to 21st July 2011

Organized the successful visit of Mr. AHMET C. BOZER, President Eurasia & Africa Group, The Coca Cola Company in November 2011

Drafted the Job descriptions, Key Result Areas and Key Performance Indicators for Sales, Right Execution daily, Key Accounts, New Product Development and Route to Market Departments in consultation with the head of departments

Designed and Owned End to End Recruitment & Selection Process in the organization

Organized the Recruitment, selection and Induction activities for Eagles Program, a special program by Coca Cola University which helps source fresh young talent for the bottlers

Acted as key person for Coordination with Coca Cola University

Executed training programs for the employees and retailers as per plan identifying trainers, venue and training material

Organized Employee Engagement for the employees like Art of Living workshop, fun activities and monthly sales meeting

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