Harsimran Kaur

Pyramid Urban Homes, Sector **a, Gurgaon, 122001.

Mobile Number: 767-***-****

adwiyf@r.postjobfree.com

D.O.B July 06, 1991

Customer Care Manager

Positioned to deliver leadership excellence, proven resource maximization methodology,

innovative operational efficiency, and cost reductions.

PROFESSIONAL PROFILE

Senior-level executive with sales and service, human-resources management background highly applicable to analyzing the programs, overseeing productivity, as well as improving individual and team programs, for positive contribution to the bottom line

Accomplished operations and performance-management professional with more than 8 years of solid operations, strategic-planning and business-expansion

Customer / Merchant Lifecycle 360 [Leads, Onboarding, KYC, Health check and Retention]

Enthusiastic problem-solver with keen ability to rapidly assess diverse situational challenges, develop action plans, and lead team to meet targeted goals.

PROFESSIONAL

EXPERIENCE

Manager, Sugal and Damani Group, Payworld, Gurgaon, Nov’2016 to Present

22nd November’2016 to 22nd November 2019- Assistant Manager

23rd November’2019 to Present- Customer Care Manager

Successfully restructured call center function (B2B platform) and migrated customer support function to other location, reducing function cost at Head Office

Managed and directed all aspects of incoming/Sales Calls operations. With Inbound SLA’s AL%, SL%, Shrinkage%, Attrition% and manpower planning vs forecaseting

With Sales SLA- Working on Organic/Campaign generated leads, Merchant onboarding with KYC, Fraud Prevention, and Revenue Generation.

Independently handled Project “Artificial Intelligence” for contact center

Coordinating with Operation teams to improve the overall user experience and sharing inputs /suggestions for product service excellence

Planned and Executed migration from single channel support [Voice] to multi-channel inbound support [SMS, Missed call support, Email, Whatsapp, Calls and ChatBOT]

Developed and implemented In-House knowledge base

Continuously review and improve call center and live chat processes using quality analysis focused on improving customer experience and reducing customer effort

Responsible for ensuring effective user acceptance testing of product upgrades and updates

Assistant Manager and Project Executive~ Bharat BPO Ltd, Noida, Uttar Pradesh, July’15 to Nov’16

Planned and implemented new process, procedures, and operating performance standards for contact centre.

Interaction with support functions to implement and ensure adherence to SLAs, between operations and support functions such as Quality, Training and Work-force Management

Provided leadership for more than 100 employees

Process Handling and Team building

Team Leader~ Sales & Service, Vertex Customer Solution Pvt. Ltd., Noida, Uttar Pradesh, June’14 to June’15

Team Management, Process Value addition

Responsible for process revenue and customer service

Monitoring the Quality and effectiveness and handling escalated complaints & Enquiries

Cultivated and maintained excellent relationships with Clients for business, customers for revenue and best service, and Human Resource Team for engagement

Delivered unprecedented revenue results through sales campaign

Account Manager~ Operations Sales, Datawind Innovations Pvt. Ltd., Amritsar, Dec’13 to May’14

Responsible for Outsourcing and internal contact centre

Played key role in acquiring new contact centres and successfully done with the targets.

Collaborated disseminating and getting hot prospects for sales conversion.

Managing contact centre account invoices

Function into organizational design, enabling more effective and efficient customer-handling, updating product descriptions, performance management standards, and establishing new goals, including benchmarks and monitors.

Recruited, screened, and hired relevant resources.

Implemented successful Zero Tolerance Policy; created and implemented audit and self-audit programs

Designed and implemented new training and management mentoring program.

Team Leader~ Operations Customer Service, Kochar Infotech Limited, Amritsar, July’09 to Nov’13

Promoted from Technical Support executive to Team Leader in Telecom Operations.

Team Management, Responsible for process shrinkage, attrition and process productivity

Process Management, Ensure given target to be met i.e. Service Level, Answering level and Abanded%

Involved in sales cross-selling, higher data pack need to pitch to existing user and achieved the desired targets.

Academics

Master of Business Administrator in Human Resource, Lovely Professional University, Punjab

Bachelor of Arts in Public administrator and Elective Punjabi, G.N.D.U, Amritsar, Punjab

3 years diploma in Electronics and Communication engineering [J.E.T]

Certifications Done- Scrum Fundamentals, Lean Six Sigma yellow belt and Corporate sales fundamental

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