GURNEET KAUR

• Assisted with sourcing, screening, and hiring for IT roles, including Java, Web Development, Mobile Development, Blockchain, SAP, Cloud Architecture, DevOps, AI/ML Engineering, C/C++ Architecture, Full-Stack Development, Cyber Security, and Data Science.
• Supported core SAP hiring requests for Middle East clients across offshore and onsite requirements.
• Created and implemented recruitment plans aligned with client hiring needs and growth goals.
• Managed talent acquisition activities from job posting and sourcing through interviewing, assessment, offer negotiation, and onboarding.
• Supported recruitment across Pan India, UK, US, Middle East, and UAE locations.
• Supported recruitment for IT and non-IT positions for short-term and long-term project requirements.
• Built strong client relationships and supported delivery of recruitment services and long-term partnerships.
• Served as SPOC for 4-5 client accounts, fostering account relationships and identifying business growth opportunities.
• Facilitated candidate sourcing to fill open positions effectively. through job boards, social media, professional networks, referrals, Naukri, LinkedIn, Monster, and similar channels.
• Worked with hiring managers to understand role requirements and define sourcing plans.
• Used ATS Zoho to track candidate pipelines and recruitment workflows efficiently.
• Improved recruitment process flow, reducing time-to-hire and enhancing candidate experience.
• Collected feedback from candidates and hiring managers and applied updates to improve recruitment process.
• Mentored interns in sourcing and screening and reviewed performance.

• Talent Acquisition for requisitions like Tech Sales, Tech Support (Executive to Manager Level) IT, Admin, MIS, Quality and SEO by Job Portals, Head Hunting, References, Consultants and Campus
• Managed operations, onboarding, joining processes, and exit formalities for all employees.
• Induction & Training program for new joiners & Existing Employees
• Managed data using CRM software and maintained hardware for efficient operations.
• Tracked attendance data to support payroll processing and ensure accuracy.
• Led employee engagement and rewards and recognition activities.
• Handled employee grievances effectively.
• Documented achievements in recruitment processes to highlight success.
• - Optimized recruitment processes, resulting in a reduction of time-to-hire by X% and an increase in candidate quality by implementing targeted job descriptions and enhanced sourcing strategies.
• Performance Management Impact:
• -Played a pivotal role in enhancing the performance management system, resulting in an X% increase in employee engagement and goal attainment.
• Training and Development Achievement:
• - Developed and delivered impactful training programs that led to measurable improvements in employee skills and performance, resulting in X% increase in productivity or competency levels.
• Compliance and Record-Keeping Accuracy.
• - Maintained meticulous employee records, ensuring accuracy and compliance with policy and legal requirements, and achieved X% improvement in recordkeeping efficiency.

Incident/Escalation Management:

• + Experienced professional worked as a key component on behalf of CISCO System Engineering and CISCO Account Team as an Incident/Escalation Manager for US commercial, US Enterprise, Service Provider and Public Sector.
• + Acting as liaison between CISCO Partners, CISCO Account/Sales Team and the various entities within CISCO Ecosystem taking the ownership of all post sales assistance.
• + Takeover escalations from Accounts Team ,work closely with Operations Teams and identify technologies/teams that need to be aligned to get the situation handled with the least impact.
• + Worked as the point of contact/ SPOC to drive all incidents, and escalations within the scope of delivery, and satisfy customer queries by following up on escalated issues.
• + Maintain Daily communication with the technical teams and drive incidents to a conclusion based on SLAs, technical team review and criticality level.
• + Ensure that all the Support Groups work on Incidents maintaining basic hygiene, including ticket documentation, right status, time acknowledgement & closure.
• + Lead all investigation activities, meetings, and conference calls and direct the activity of all responding resources including internal technical resources, vendors, and managers.

Worked as a Quality Analyst in Sales, Tech, and Outflow Departments.
Monitor agent quality on a daily basis and provide timely feedback to agents.
Develop and maintain quality reports, team quality reports.
Taking care of new joiners and maintaining training batches.
Audited short calls to analyze call quality to enhance performance.
Handled the bottom performer's team, arranged process refreshment to identify and imply positive messages.

Basic technical support for any application software.
Diagnostic computers and laptops for the issue. Convince the customers to enroll in the services with the company. Deals with UK, US, and Australia customers over the phone.
Full technical support for any application software.
Conferencing with the ISP in case of no internet.
Troubleshooting the communication and synchronization issues for printers, webcams, smartphones, and iPads.
Full system maintenance, tune-up, and virus removal. Online (over the call) system repair, reinstallation, and system image recovery.