Navdeep Kiran
Dehradun
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
19
19
years of professional experience
Work History
Visiting Faculty Member
Institute of Cooperative Management
08.2024 - Current
- Developed diversified course curriculum to meet regulatory standards and support learning objectives.
- Demonstrated strong interpersonal and communication skills, resulting in clear subject matter discussion with students.
- Established and maintained inclusive, collegial and collaborative culture within classroom.
- Identified research opportunities for students, assisting with gathering data and drawing conclusions for projects.
- Created dynamic learning environment that valued instructor and student interaction.
- Used different learning modes and types of technology to engage students in achieving learning outcomes.
- Taught diverse student population by employing various learning styles and abilities.
- Incorporated instructional technologies in course delivery for both in-class and online instruction.
- Evaluated and supervised student activities and performance levels to provide reports on academic progress.
- Created materials and exercises to illustrate application of course concepts.
AVP Fraud Vertical
Barclays Global Services
08.2023 - Current
- Worked as AVP Fraud vertical(People Lead) dealing with Business queries and ensuring appropriate resolution is offered to manage customer experience and NPS
- Handling requests with the support of clearly defined scripts and processes
- Responsible for publishing the AHT report for the team and supporting the team members to achieve their individual targets for AHT
- Trained on various skill sets to provide quality resolution to the business
- Collaborated with VPs in order to grow business partners through prospecting and follow-up activities.
- Promoted and led performance enhancement culture by actively coaching and mentoring direct reports.
- Established and directed successful programs focused on customer retention.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Assisted in recruiting, hiring and training of team members.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
People Leader
Airbnb Global Capability Centre
02.2019 - 03.2023
- Actively manage high risk contacts and other regionals
- Triage and delegate situations that require specialized or more intensive case management
- Assist in engagement activity (general, surprise & delight, campaign) on as-needed basis
- Identify trends and recommend improvements to workflows, products, and business processes
- Maintain a strong, current understanding of workflow changes
- Complete required cross-functional trainings in a timely manner
- Worked hand in hand with the HR team to facilitate the employee relations and conflict resolution process
- Monitored employee performance and provided feedback and coaching
- Worked in close coordination for all the recruitment drives happen on regular basis to get the talented and potential resources from various professional colleges and universities by conducting the campus drives on regular occasions
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Assisted in recruitment to build team of top performers.
- Facilitated successful policy implementation and enforcement to maintain legal and operational compliance.
- Discovered and resolved complex employee issues that affected management and business decisions.
- Utilized compliance tools, corrective actions and identification of deficiencies to mitigate audit risks.
- Updated training processes by reviewing existing documentation, leveraging feedback from associates and working with legal and compliance teams.
Team Lead
Barclays Global Services
12.2016 - 01.2019
- Deal with Business queries and ensure appropriate resolution is offered to be able to manage customer experience and NPS
- Handling requests with the support of clearly defined scripts and processes
- Responsible to publish the AHT report for the team and also supporting the team members to achieve their individual targets for AHT
- Trained on various skill sets to provide the quality resolution to the business
- Worked in close coordination with the HR team and successfully managed onboarding and training process for new employees
- Developed and implemented effective HR policies, procedures and programs
- Also led a team of 8 HR professionals in a fast paced workplace as a secondment role
- Coached team members in techniques necessary to complete job tasks.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Trained new team members by relaying information on company procedures and safety requirements.
- Conducted regular reviews of operations and identified areas for improvement.
- Maintained database systems to track and analyze operational data.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Developed effective improvement plans in alignment with goals and specifications.
Asst. Professor
Glocal University
01.2016 - 12.2016
- Conducting soft skills, communication and behavioural trainings along with the personality development trainings
- Ensure individual soft skills needs and develop the training programs accordingly across the university
- Preparing soft skills training calendar for different programs in the university
- Taking the periodical feedback and submitting the action taken report to the management
- Tracking progress and maintain records for all training activities
- Develop and improvising the training materials and contents as well as delivering training programs
- Preparing the students for facing the interviews during the campus placements
- Also enabling the students for their successful placements
Lecturer of Business Administration
Kukreja Institute of Hotel Management
01.2013 - 01.2016
- Taking lectures for the core management discipline
- Taking care of the overall growth of the students with respect to their consolidated knowledge related to the subject
- Heading a team of faculty members and responsible for managing the daily assignments and subsequent feedbacks
- Assess performance of students by providing them with the personality trainings
- Attending Calibration (Student feedback) & students meetings on a weekly basis
- Participated in student and faculty events to highlight program offerings, engage students and increase profile on campus.
- Maintained regularly scheduled hours in order to assist and advise students on class, program, academic, and vocational plans.
- Led group discussions and activities to stimulate student learning.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Proven ability to develop and implement creative solutions to complex problems.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Excellent communication skills, both verbal and written.
- Paid attention to detail while completing assignments.
- Encouraged students to think critically and develop problem-solving skills.
Technical Consultant
DELL International Services Pvt. Ltd
10.2009 - 05.2012
- Worked in an Employee Development Project & CSAT SPOC to drive awareness in the utility
- Handling calls related to the issues faced by the customers with their Laptops, Desktops and Printers
- Handling the call calibrations within the team
- Also supporting the team as an upselling spoc to provide total solutions to the customers
- Assessed business requirements to create focused solutions.
- Collaborated with upper management to drive strategy and implement new processes.
- Communicated and explained business requirements to team members to understand and implement functional demands.
- Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
- Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.
- Offered input for complex documents to support client-ready final versions.
- Organized and detail-oriented with a strong work ethic.
- Proved successful working within tight deadlines and a fast-paced environment.
- Demonstrated leadership skills in managing projects from concept to completion.
- Proven ability to develop and implement creative solutions to complex problems.
- Worked with department heads to understand their talent needs and reduced the hiring time to fill those needs
- Researched and adapted a new hire benefit plan that improved employee satisfaction
- Assisted managers across function in the use of objectives and performance reviews as coaching tools for individual development
Customer Service Representative
Convergys International Services Ltd.
03.2008 - 02.2009
- Worked in a US Inbound process as a Customer care executive for the major bank in the US named Capital One
- Responsible for giving the information about Customer's Credit card which includes tax assessments and taking financial information from the customer regarding finances and sending reports to the client
- Responded to customer requests for products, services, and company information.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Maintained up-to-date knowledge of product and service changes.
- Promptly responded to inquiries and requests from prospective customers.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Investigated and resolved accounting, service and delivery concerns.
- Sought ways to improve processes and services provided.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Trained new personnel regarding company operations, policies and services.
- Increased efficiency and team productivity by promoting operational best practices.
Process Developer
Genpact
07.2006 - 01.2008
- Analyzed previous business processes for inherent flaws, avoiding similar pitfalls in subsequent process development lifecycles.
- Prioritized secure handling of sensitive customer information within processes, minimizing potential liability issues by proactively managing risk.
- Developed end-to-end production processes for Insurance business industry.
- Presented process improvement plans and new process proposals to the line of business.
- Followed implementation of new processes, collaborated with stakeholders, and tracked progress.
Education
Pursuing Ph.D - HRM
IBS, ICFAI University
Dehradun01-2024
MBA -
Punjab Technical University
Jalandhar01-2009
BBA - Marketing Management
Graphic Era Institute of Technology
Dehradun01-2006
10+2 -
SDS Inter College Pithoragarh
01-2003
High School Diploma -
Soar Valley Public School Pithoragarh
01-1999
Skills
- Innovation management
- Performance improvement
- Human resources management
- Subject matter expertise
- Adaptive learning
Timeline
Visiting Faculty Member
Institute of Cooperative Management
08.2024 - Current
AVP Fraud Vertical
Barclays Global Services
08.2023 - Current
People Leader
Airbnb Global Capability Centre
02.2019 - 03.2023
Team Lead
Barclays Global Services
12.2016 - 01.2019
Asst. Professor
Glocal University
01.2016 - 12.2016
Lecturer of Business Administration
Kukreja Institute of Hotel Management
01.2013 - 01.2016
Technical Consultant
DELL International Services Pvt. Ltd
10.2009 - 05.2012
Customer Service Representative
Convergys International Services Ltd.
03.2008 - 02.2009
Process Developer
Genpact
07.2006 - 01.2008
Pursuing Ph.D - HRM
IBS, ICFAI University
MBA -
Punjab Technical University
BBA - Marketing Management
Graphic Era Institute of Technology
10+2 -
SDS Inter College Pithoragarh
High School Diploma -
Soar Valley Public School Pithoragarh
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