Gurinder Sandhu

• Manage day-to-day operations of a 100+ (Overall GGN CC & TQ) seat contact Center for a leading travel agency name Fareportal for Customer Service LOB
• Analyze call Center metrics and key performance indicators to identify areas for improvement
• Collaborate with cross-functional teams to ensure alignment and efficient communication
• Conduct performance reviews, coaching, and mentoring to promote career development
• Implementation of new technologies and systems to improve performance and efficiency (FCR Document / Rule Book / Agent Guidelines Document / OAP – One Agent Platform etc..)
• Develop and implement strategies to improve customer satisfaction, conversion rates, and operational efficiency
• Hire, train, and manage a team of supervisors and agents to ensure high-quality customer service
• Manage budgets and forecasts to achieve financial goals
• Was responsible to deliver around $3,74,000.00 monthly & $44,98,000.00 yearly along with 92% of Customer Satisfaction & 85% of quality scores
• Ensure compliance with company policies, procedures, and regulatory requirements
• Prepared documents for internal and external audits
• Oversaw staff performance review assessments
• Prepared documents for internal and external audits.
• Boosted team member productivity by enhancing performance monitoring and instituting motivational approach
• Developed systems and procedures to improve operational quality and team efficiency.
• Mitigated business risks by working closely with staff members and assessing performance.
• Trained new employees on proper protocols and customer service standards.
• Ensuring FCR - First Call Resolution to meet customer's requirement & needs fully the first time they meet
• Analyze customer's escalation thru D-SAT & Verbatim analysis to find the best suitable solution & to avoid similar escalations in future
• Attrition Control: As high levels of attrition can have negative impacts on overall productivity & performance & morale. One-O-One with the employees & fortnightly EWS review with TL & eventually with HR
• Maintaining the absorption threshold of 0.8% or less
• Worked with Automation & Tech team for about 2 years in building the OAP i.e. One Agent Platform, an automation tool for the contact center & the employees to arrest the issues with respect to customer complaints, AHT, auto refund calculator, auto re-issue value calculator, etc...

• Experience of leading a team of 04 leaders and overseeing a large team of associates in an inbound travel process focused on post-booking operations

The Role involved a wide range of responsibilities, including:

• Providing direction and guidance to your team of leaders to ensure smooth and efficient operations
• Ensuring high-quality service delivery and customer satisfaction for the inbound travel process
• Managing workflow and workload across your team of associates to ensure productivity and efficiency
• Conducting regular performance evaluations and providing coaching and feedback to your team members
• Ensuring compliance with company policies and procedures, as well as industry regulations
• Collaborating with other teams and stakeholders to address operational issues and implement solutions

• As a Team Leader, I managed a team of 13 associates
• Some of your key responsibilities included meeting revenue goals, maintaining high conversion rates
• Ensuring first-call resolution and quality on every call with no complaints & minimum agent errors or negligence
• Kept statistical reports for all the associates, conducted performance reviews, and monitored calls daily to ensure service level and quality targets were being met
• Organized team bonding sessions and ensured proper roster planning and staffing.
• Had a well-rounded approach to managing the team, with a focus on both performance metrics and team building.

• Provide specialized knowledge and expertise to the agents taking calls to ensure smooth closure of the call with 100% customer satisfaction
• Developing & reviewing training materials, standard operating procedures, and other documentation with respect to the product & the process
• Providing training and support to other employees & stakeholders, conducting training sessions, providing one-on-one coaching to the team members
• Ensuring no complaints from the customers & FCR delivery
• Achieve daily, weekly & monthly revenue goals - MOM
• Handling customer's escalations & provide them with the best suitable solution to their query

• Worked as a Team Associate in Fulfillment Process
• Ticketing, payments, refunds, and reporting were the core responsibility
• Job was to ensure that the tickets are issued or cancellations & refunds are being done for the customers with no errors or mistake

• I was responsible to respond to incoming calls from the customers & assist them with their query
• Used to handle calls for many different airlines like, Indian Airlines, South African Airlines, Dallo Airlines, Lithuanian Airlines, Sri Lankan Airlines etc..
• Job was to assist the customer with respect to New booking, Exchanges, Cancellations, Schedule Changes etc..
• The inbound call flow was around 20-22 calls a day