Surinder Kaur

• Collaborated closely with business leaders to design scalable talent solutions that supported workforce capability and strategic objectives.
• Drove operational excellence and ensured compliance in hiring and client onboarding initiatives.
• Collaborated with hiring managers and training leaders to streamline talent delivery and onboarding processes.

• Trained new hires on product knowledge and call handling skills for sales dispatch and support verticals.
• Conducted mock sessions to reinforce understanding of processes and procedures.
• Created and updated course modules regularly to reflect current practices.
• Prepared training schedules that aligned with business requirements, ensuring coverage for all teams.
• Ensured adherence to productivity and hygiene metrics by all associates.
• Facilitated refresher sessions for underperforming associates to enhance skills and boost performance.

Operations||Training||Quality|| Proficiency Coach.

• Led high-performing customer service teams across chat and email channels, driving service excellence, productivity, and customer experience outcomes.

• Established a robust coaching and feedback culture through structured performance reviews, real-time feedback, and individualized development plans, contributing to sustained performance improvement and employee engagement.

• Leveraged Learning Management Systems (LMS), coaching interventions, and development frameworks to accelerate associate capability building, career progression, and readiness for expanded responsibilities.

• Successfully implemented succession planning initiatives, enabling the growth of associates into Subject Matter Expert (SME), Team Leader, and other lateral and vertical career opportunities.

• Recognized for maintaining one of the lowest attrition rates within the business through proactive employee engagement, career development, coaching, and performance support initiatives.

Managed recruitment and selection activities for the Chat Operations function, assessing candidates' technical proficiency and communication skills.

• Led team to exceed productivity and quality targets.
• Coached associates and SMEs to elevate performance and drive team success.
• Conducted monthly performance reviews to assess and enhance associate development.
• Focused on reducing employee attrition to strengthen team stability and morale.
• Assisted new hires to become productive on the floor quickly.
• Addressed customer escalations to ensure timely resolution.