Saloni Bhatia

• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Created strategies to develop and expand existing customer experience, resulting in increase in performance.
• Met deadlines by proactively managing individual and team tasks and streamlining processes.
• Cross-trained existing employees to maximize team agility and performance.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Accomplished multiple tasks within established timeframes.
• Maximized performance by monitoring daily activities and mentoring team members.
• Maintained professional, organized, and safe environment for employees and patrons.
• Onboarded new employees with training and new hire documentation.
• Managed and motivated employees to be productive and engaged in work.
• Defined clear targets and objectives and communicated to other team members.
• Established team priorities, maintained schedules and monitored performance.
• Keep a tab on updates related to process
• Documented diagnostic results and supported root cause analysis and troubleshooting.

Success Examples:

• Lead team with different domains as India, North America, Singapore, United Kingdom and mediums as phones, emails and chats with outstanding performance and results.
• Worked in US Based Project on management skills.
• Worked as Point of contact for fun/engagement activities.
• Leadership team visited my premises as part of Home Gemba.
• Launched new training program to boost employee skills and staff retention rate.
• Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
• Resolved various issues impacting experience.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.

• Listened and responded to customer requests and forwarded necessary information to superiors.
• Followed all company policies and procedures to deliver quality work.
• Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
• Answered constant flow of customer calls with minimal wait times.

Success Examples:

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Worked with different domains as United Kingdom, North America, India, Singapore in all different mediums as Phone, E-mails, Chats and Message Us.
• Worked as a Point of Contact for Fun/Engagement Activities.
• I was a part of Buddy – Up Program in which I worked as a supporting Trainer and shown consistent performance in leading team.
• Worked as supporting SME for the New Hires and Cross-Skilled agents.
• Consequently, I did mentoring to the associates who were struggling to meet their performance as a Mentor.

• Coached team members in techniques necessary to complete job tasks.
• Trained new team members by relaying information on company procedures and safety requirements.
• Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
• Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
• Managed schedules, accepted time off requests and found coverage for short shifts.

Success Examples:

• Resolved customer issues quickly to close deals and boost client satisfaction.
• Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
• Established and cultivated solid business relationships with new or existing customers.
• Maintained ethical and positive working environment to reduce turnover and promote high retention rates.