Navjot Kaur Gill
Quality Manager/Customer Service Manager/ITIL®4 Certified/Lean Six Sigma Black Belt
Chandigarh
Summary
Organized and dependable candidate, successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Experienced Quality Manager and focused Customer Service Manager with overall 12+ years of experience in Telecom (KPO/BPO) and Supply Chain Industry. Excellent reputation for resolving problems and improving customer satisfaction. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
Work History
Quality Manager
KV Marketing Solutions
Mohali
12.2019 - Current
- Developed and maintained courteous and effective working relationships.
- Developed team communications and information for meetings.
- Conducted research, gathered information from multiple sources and presented results.
- Maintained excellent attendance record, consistently arriving to work on time.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Exceeded goals through effective task prioritization and great work ethic.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Delivered services to customer locations within specific timeframes.
- Organizing QA plans and performing quality checks within the deadlines and thus achieving the corporate goals.
- Maximize the team leading experience in a challenging environment, guiding by example and utilizing vast experience in directing a team towards the objective.
- Manage/Mentor team of JA/A/SA's monitoring calls on communication, soft skills, process and compliance parameters and ensuring team delivers as per set expectations.
- Ensure quality and efficient delivery of projects undertaken through effective communication with client, service delivery team.
- Achieve operational metrics and client targets daily/weekly/monthly.
- Ensure resolution on customer's ticket within TAT.
- Hold periodic meetings, discuss task delegation and review issues, operational updates.
- Awareness regarding information security requirements, organizational policies and procedures.
Associate Process Manager (Customer Service)
Eclerx
Chandigarh
12.2013 - 12.2019
- Conducted focus groups, surveys and feedback sessions to gather input from stakeholders.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Kept accurate records to document customer service actions and discussions.
- Resolved concerns with products or services to help with retention and drive sales.
- Monitored customer service operations to assess agent performance and provide feedback.
- Worked on Lean Methodology to improve efficiency, reduce error rate and variations.
- Gathered and analyzed large amounts of data to determine improvement projections.
- Evaluated impact of process change on overall operation and determined return on investment.
- Responded rapidly to market shifts to make changes to corporate processes.
- Focus on retention of staff through career mapping & guiding the team members.
- Participate in calibrations to ensure consistent scoring and feedback delivery approach.
- Keep up the representatives updated on new process changes, updates, process improvement initiatives.
- Repair and implement the action plan post analyzing audit data, compliance reports, communication and process related data points.
- Provide business insights above and beyond off regular reporting and conceptualizing way to improve the process.
- Plan and run campaign to derive awareness/improvements on communication, US culture and process.
- Build team spirit through group sessions, activities, projects.
- Facilitate and coordinate calibration calls and review sessions with the client.
Quality Auditor
Serco Pvt Ltd
Mohali
09.2010 - 12.2013
- Performed continuous random spot reviews of daily log pages, non-routine and work package contents for completeness, correct use of appropriate references and approved data.
- Inspected work areas regularly to identify safety practices, quality control procedures and worker actions in need of improvement.
- Completed timely quality reports highlighting deficiencies and recommending corrective actions.
- Delivered third-party audit services at client locations, keeping operations in compliance with regulatory requirements and ISO standards.
- Monitored departmental forms for compliance to submissions rules and guidelines.
- Monitored and Improved dedicated teams call quality with feedbacks.
- Highlighted area of risk within the business.
- Increased customer satisfaction and improved sales closings.
Education
Bachelor of Arts - Humanities
Guru Nanak Dev University
Amritsar, India 03.2007 - 03.2010
Skills
High-quality customer service
Certification
Lean Six Sigma Black Belt
Timeline
Quality Manager
KV Marketing Solutions
12.2019 - Current
Associate Process Manager (Customer Service)
Eclerx
12.2013 - 12.2019
Quality Auditor
Serco Pvt Ltd
09.2010 - 12.2013
Bachelor of Arts - Humanities
Guru Nanak Dev University
03.2007 - 03.2010
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