Summary
Overview
Work History
Education
Skills
Accomplishments
ADDITIONAL ROLES AND RESPONSIBILITIES (2024 TO PRESENT)
Hobbies
Timeline
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Harman Kaur

Team Manager
New Delhi

Summary

Results-driven management professional with proven track record of fostering team collaboration and driving results. Consistently delivers on organizational goals through effective leadership and adaptability. Known for strong interpersonal skills and ability to manage changing priorities with ease.

Overview

9
9
years of professional experience

Work History

Team Manager

Wipro HR Services
01.2023 - Current
  • Has experience handling multi-client teams as a Team Manager. This role requires me to have robust performance and people management skills.
  • Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
  • Some of the tasks that I do are queue monitoring to ensure that the service level is met.
  • Quality management is also part of my role, including, but not limited to, weekly call audits to identify trends and opportunities for improvement, driving data-informed decision-making for the team.
  • Biweekly and monthly reporting of statistics for the team, and discussing the same with internal stakeholders and clients.
  • Collaborated with senior leadership to align strategies with business goals, contributing to organizational growth and employee engagement initiatives.

Domain Lead

Wipro HR Services
01.2022 - 01.2023
  • I worked with multiple client teams throughout my tenure as a Domain Lead.
  • So far, I have worked on three case management tools: Siebel, HRx Assist, and ServiceNow.
  • Perform a 5 Whys root cause analysis of the dissatisfactory surveys and escalations from the client.
  • Developed and executed strategic initiatives that aligned with organizational goals, driving significant improvements in service delivery.
  • Facilitate coaching and refresher sessions for the team.
  • While being the Domain Lead, I worked with clients such as Kimberly-Clark, Marriott International, and Canadian Imperial Bank of Commerce.
  • While supporting Kimberly-Clark, I was working as an APAC Regional Lead.


Sr. Customer Care Representative

Wipro HR Services
01.2020 - 01.2021
  • In this job role my key responsibilities were of a team developer. Answering escalated calls, assisting my Domain Lead with projects like - seibel accuracy, timely and accurate closure of tickets, training and mentoring new joiners.

Customer Care Representative

Wipro HR Services
01.2018 - 01.2019
  • Started working in the front desk where my job role was to answer HR and payroll queries of employees of our client Bank of Montreal, over call.
  • This job role was blended as I also was working on case management tools like Seibel and HRx Assist.

Customer Care Representative

Concentrix
01.2017 - 01.2018
  • Worked on contractual bases to answer customer queries on call and email within Amazon process.

Education

PGDM - HRM

IGNOU
01.2022

B.com. Hons - undefined

University of Delhi, SOL
01.2018

High School - undefined

The Air Force School
01.2015

Skills

  • Rapid learner
  • Good with MS excel, word and power point
  • Time management
  • Have basic knowledge of Workday and one of it’s Tenant- Sandbox
  • Team management
  • Performance evaluation
  • Employee coaching
  • Quality management
  • Reporting statistics
  • Stakeholder communication
  • Root cause analysis
  • Client collaboration

Accomplishments

  • Received several quarterly awards for my commendable performance over course of 6 years
  • Got 5/5 yearly performance rating in 2020 and 2022.
  • Got client appreciation on how well I managed the challenges of APAC team and activities of the group.

ADDITIONAL ROLES AND RESPONSIBILITIES (2024 TO PRESENT)

Part of the Customer Care Engagement Team - this role includes planning and executing events like - Customer Care Week, Rewards and Recognition Ceremonies, sports tournaments and talent hunt. Also, this role involves planning and conducting Fun Friday activities.

Hobbies

  • Reading mystery and thriller novels
  • Baking


Timeline

Team Manager

Wipro HR Services
01.2023 - Current

Domain Lead

Wipro HR Services
01.2022 - 01.2023

Sr. Customer Care Representative

Wipro HR Services
01.2020 - 01.2021

Customer Care Representative

Wipro HR Services
01.2018 - 01.2019

Customer Care Representative

Concentrix
01.2017 - 01.2018

B.com. Hons - undefined

University of Delhi, SOL

High School - undefined

The Air Force School

PGDM - HRM

IGNOU
Harman KaurTeam Manager