Navjot Kaur Gill

As a Senior Dispatch Manager working with clients in Australia, New Zealand, and the UK, my roles and responsibilities include:

Job Assignment: Assign jobs to contractor movers, ensuring optimal resource allocation based on workload and urgency.

Delay Management: Address and manage delays in deliveries, implementing solutions to minimize impact on operations.

Team Support: Provide assistance and guidance to team members, fostering a collaborative and productive work environment.

Dashboard Creation: Develop and maintain dashboards to monitor key performance indicators and operational metrics.

Vehicle Oversight: Oversee the maintenance and repair of delivery vehicles, ensuring reliability and compliance with safety standards.

Collaboration: Work closely with sales and customer service teams to ensure accurate and timely order fulfillment.

Performance Reviews: Conduct regular performance reviews of the dispatch team, setting objectives and providing constructive feedback.

Software Utilization: Utilize advanced dispatch software to predict delivery challenges and devise effective contingency plans.

Route Optimization: Manage a team of dispatchers to optimize delivery routes, successfully reducing delivery times by 15%.

Reporting: Prepare detailed reports on dispatch operations and present findings to senior management for strategic decision-making.

Tracking System Implementation: Implement a real-time tracking system for dispatched goods, significantly improving customer satisfaction.

Policy Review: Review and update dispatch policies and procedures to reflect changes in regulations or business needs.

Contract Negotiation: Negotiate contracts with transport providers, securing cost-effective solutions for logistics operations.

These responsibilities ensure efficient dispatch operations and enhance service delivery to clients across the regions.

In the role of Quality Manager in logistics, responsibilities included:

Relationship Management: Developed and maintained courteous and effective working relationships.

Team Communication: Created team communications and information for meetings.

Research and Presentation: Conducted research, gathered information from multiple sources, and presented results.

Attendance and Punctuality: Maintained an excellent attendance record, consistently arriving at work on time.

Compliance and Safety: Worked within applicable standards, policies, and regulatory guidelines to promote a safe working environment.

Goal Achievement: Exceeded goals through effective task prioritization and a strong work ethic.

Skill Development: Learned new skills and applied them to daily tasks to improve efficiency and productivity.

Timely Deliveries: Delivered services to customer locations within specific timeframes.

Quality Assurance: Organized QA plans and performed quality checks within deadlines to achieve corporate goals.

Team Leadership: Maximized team-leading experience in a challenging environment, guiding by example and utilizing extensive experience in directing a team towards objectives.

Mentorship: Managed and mentored a team of Junior Associates/Associates/Senior Associates by monitoring calls on communication, soft skills, processes, and compliance parameters, ensuring the team met expectations.

Project Delivery: Ensured quality and efficient delivery of projects through effective communication with clients and the service delivery team.

Metric Achievement: Achieved operational metrics and client targets daily, weekly, and monthly.

Issue Resolution: Ensured resolution of customer tickets within turnaround time (TAT).

Meetings and Reviews: Held periodic meetings to discuss task delegation, review issues, and provide operational updates.

Information Security Awareness: Maintained awareness of information security requirements and organizational policies and procedures.

In the role of manager with Comcast, focusing on internet and TV cable services, responsibilities included:

Team Leadership: Oversaw a team of 22 members, providing guidance and support while fostering a positive work environment to enhance team performance.

Customer Support Management: Ensured efficient handling of customer inquiries regarding internet plans, TV services, and mobile troubleshooting through both chat and calls.

Issue Resolution: Developed processes for troubleshooting common issues, such as internet connectivity problems and mobile SIM card failures, to improve resolution times and customer satisfaction.

Performance Monitoring: Tracked team performance metrics, analyzed customer feedback, and implemented improvements based on data-driven insights.

Training and Development: Organized training sessions to enhance team members' skills in customer service, technical troubleshooting, and product knowledge.

Collaboration with Other Departments: Worked closely with technical support, product development, and other departments to address systemic issues and improve service offerings.

Reporting: Prepared reports on team performance, customer satisfaction, and operational efficiency for upper management.

Conflict Resolution: Addressed escalated customer complaints and ensured effective resolution while maintaining a high standard of service.

Strategy Development: Contributed to the development of strategies aimed at improving service delivery and enhancing the customer experience.

Budget Management: Oversaw budget allocations for team operations and ensured cost-effective practices.

As a Quality Auditor at Vodafone, responsibilities included:

Quality Assessment: Evaluated customer interactions (calls, chats, emails) to ensure compliance with company standards and protocols.

Performance Analysis: Analyzed agent performance data to identify trends, strengths, and areas for improvement.

Feedback and Reporting: Provided constructive feedback to agents and compiled reports for management on quality metrics and overall team performance.

Process Improvement: Recommended improvements to processes and procedures based on audit findings to enhance customer experience and operational efficiency.

Training Support: Collaborated with training teams to develop or refine training programs based on identified gaps and quality standards.

Standards Development: Assisted in the creation and maintenance of quality standards and evaluation criteria in line with industry best practices.

Compliance Monitoring: Ensured that all customer interactions adhered to regulatory requirements and company policies.

Customer Feedback Review: Analyzed customer feedback and complaints to identify root causes and suggested corrective actions.

Collaboration with Teams: Worked closely with operations, training, and management teams to align quality initiatives with business objectives.

Continuous Improvement: Promoted a culture of continuous improvement by regularly reviewing and updating quality assurance practices.

Additionally, obtained Green Belt certification in Lean Six Sigma, equipping with valuable skills in process optimization and quality management. This certification enhanced the ability to drive improvements and deliver measurable results in service quality.