Navpreet Kaur

• Reduced platform and category errors through the implementation of a continual improvement process in cross-functional teams.
• Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
• Conducted market research to identify trends, opportunities, and threats across hiring, training, quality, and operations.
• Optimized workflow management for Quality and Training teams, which resulted in -

- 50% productivity increase.

- 70% cost reduction

- 80% resolution rate.

• Facilitated automation of Help Centre functions with chatbots, significantly reducing customer contact rates by 80%.
• Oversaw vendor partnerships and high-value contracts with structured frameworks for cost optimization, compliance, and delivery of services.
• Enhanced operational performance in previously underperforming categories.

• Implemented strategies to optimize bottom quartile and consequence management for enhanced quality of performance
• Developed and executed loyal customer support for UC to boost customer retention, resulting in 90%+ resolution rates.
• Managed end-to-end hiring, new hire training, and quality interventions to drive team performance improvements for 500+ team members.
• Utilized automation in training to improve knowledge retention and accelerate new hire productivity

• Led customer escalations team of around 100 associates (60 India, 40 UAE) to deliver results on responsiveness and quality of resolution
• Partnered with cross-functional teams to develop an in-house CRM system, successfully transitioning from the legacy Freshworks platform, resulting in enhanced efficiency and stronger data integrity for UrbanCompany

• Managed people, performance, and service levels for North American and EMEA accounts
• Identified operational improvements, enhancing FTF and CSAT scores
• Oversaw hiring, set performance targets, and ensured security and compliance
• Prepared business reviews and proposals, and led acquisitions and technology deployments

• Created and presented status reports to senior management and clients
• Managed daily escalations, SLAs, and SLOs for service desks
• Improved service desk efficiency by streamlining processes and providing additional training
• Managed employee engagement, retention, and development initiatives

• Led a team of 35 executives and met monthly SLA/SLO targets
• Managed SEV1/SEV2 issues, prepared RCAs, and deployed new software/processes
• Handled client escalations, maintained leave management, and ensured compliance
• Conducted performance dialogues, training sessions, and interviews for internal job postings