Harvinderjit Kaur
Manager-Member Interaction Centre
Pelabuhan Klang
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving. Expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
18
18
years of professional experience
2
2
years of post-secondary education
5
5
Languages
Work History
Manager-Member Interaction Centre
Bonuskad Loyalty Sdn Bhd (Bonuslink)
Kelana Jaya
01.2022 - Current
- Worked together with vendor / solution provider to deploy the new Contact Center Solution which supports an Omni-Channel Contact Center handling channels such as Voice, Email, WhatsApp, Twitter, Instagram and Facebook. Further plans are in place for technology upgrades.
- Deployed agent survey using the automated interactive voice response (IVR) solution with reporting to reach out to members to find out their satisfaction levels.
- Training attended : How to Handle Difficult Customers (CCAM), Harisson Assessment, Certified Contact Center Manager Training (CCAM).
- Experienced in the contact center solutions offered by vendors/principals such as Avaya, Genesys, Cisco, Aspect and Ameyo. Have attended events and meetings with the principals to understand the solutions offered.
- Experienced in the customer relationship management solutions such as SAP, Salesforce, Sugar, Orlig and others.
- Familiar and understand the infrastructure required in a contact center such as the SIP/PRI Gateways, Server Storage Virtualization, Networking, Structured Cabling, Firewall, End Point Devices (IP Phones, Headsets, Laptops, Desktops) and other peripherals and end points.
- Successfully put in-place new processes, procedures, training guides for the agents to handle Omni-Channel contacts.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Kept detailed records of daily progress to identify and correct areas needing improvement.
- Prepared and managed annual budget with controls to prevent overages.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Onboarded new employees with training and new hire documentation.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
- Maximized performance by monitoring daily activities and mentoring team members.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Cross-trained existing employees to maximize team agility and performance.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
Senior Team Leader-Training & Quality
Bonuskad Loyalty Sdn Bhd (Bonuslink)
Kelana Jaya
01.2020 - 12.2021
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Assisted with new hire processing and existing training programs.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
- Worked on the Mobile Application System testing, bugs detection, enhancements, change requests, re-testing, UAT (User Acceptance Tests), training users and Go-Live.
- Involved as a presenter for any new product that is launched to the partners, staff, internal and external stakeholders. Includes providing training on new system enhancements.
- Revamped all the Standard Operating Procedures (SOP's) with improved work flows, approvals and procedures to meet the organization's requirements for performance, missions and goals.
- Organized and conducted cross-functional team-building activities, softskills training, re-skilling and other trainings.
- Staff assessments and evaluations were automated by me using a web based system instead of a manual system.
- Facilitated training for associates/partners (including on the spot training) through daily coaching and regular performance appraisals.
- Initiated customer survey (Csat) and tabulate the result to ensure that our KPI Standards are always met and adhered to.
- Set clear team goals and delegated tasks and set deadlines.
- Discovered training needs and provided coaching.
- Mentored and guided employees to foster proper completion of assigned duties.
- Built strong relationships with customers through positive attitude and attentive response.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Produced weekly, daily and monthly activity reports and forecasts.
- Developed strategies to promote team member adherence to company regulations and performance goals.
- Conducted team member meetings and updated members on best practices and continuing expectations.
- Initiated timely response to emails, voicemails and written correspondence.
- Cross-trained and provided backup support for organizational leadership.
- Created manuals and processes for designs and training materials.
- Supported office business development and customer service.
Senior Team Leader-Telemarketing
Bonuskad Loyalty Sdn Bhd (Bonuslink)
Kelana Jaya
01.2008 - 12.2019
- Successfully handled the marketing of multiple products such as Personal Accidental Plan, Snatch Theft Protection, Protector Guard, Accidental Hospital Guard Plan, Dengue Plan, Term Cash Response Telemarketing Sales Team of 23 staff on behalf of AIG, CHUBB, Hong Leong Assurance and AIA Insurance using the database from Bonuslink, to our selected members.
- Produced weekly, daily and monthly activity reports and forecasts to both internal stakeholders and external stakeholders.
- Conducted coaching and mentored the team members to improve the closing rate of sales, promote productivity and commitment to friendly service.
- Initiated the onboarding of the outsourced partners with United TeleServices (UTS) or now known as UTS Marketing Solutions Sdn Bhd for a joint telemarketing campaign with Bonuslink.
- Worked together with UTS to monitor their performance, the quality, the feedback and reports on sales.
- Recovery of sales opportunities by calling back the customers to improve closing/sales.
- Set clear team goals and delegated tasks and set deadlines.
- Discovered training needs and provided coaching.
- Mentored and guided employees to foster proper completion of assigned duties.
- Built strong relationships with staff, colleagues, inter departments, customers and stakeholders through positive attitude and attentive response.
- Implemented new working processes, cash incentives, team challenges, team building, quizzes, gamification, rewards and other initiatives to deliver multiple improvements in terms of sales achievements and customer experience.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Coordinated weekly meetings for internal and external groups.
- Confirmed confidential budget and performance reports remained up-to-date for senior manager.
Member Service Consultant
Bonuskad Loyalty Sdn Bhd (Bonuslink)
Kelana Jaya, Selangor
02.2004 - 12.2007
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Assisted customers by answering questions and responding to inquiries.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Responded to customer calls and emails to answer questions about products and services.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Addressed customer account discrepancies and concerns.
- Resolved concerns with products or services to help with retention and drive sales.
- Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
Education
BBA - Business Administration And Management
Ottawa University
Kansas City, United States 01.2004 - 12.2004
Associate of Arts - Computer Studies
Informatics College
Kuala Lumpur 01.2002 - 01.2003
Skills
Hands on Leadership and Team Management
undefinedTimeline
Manager-Member Interaction Centre
Bonuskad Loyalty Sdn Bhd (Bonuslink)
01.2022 - Current
Senior Team Leader-Training & Quality
Bonuskad Loyalty Sdn Bhd (Bonuslink)
01.2020 - 12.2021
Senior Team Leader-Telemarketing
Bonuskad Loyalty Sdn Bhd (Bonuslink)
01.2008 - 12.2019
Member Service Consultant
Bonuskad Loyalty Sdn Bhd (Bonuslink)
02.2004 - 12.2007
BBA - Business Administration And Management
Ottawa University
01.2004 - 12.2004
Associate of Arts - Computer Studies
Informatics College
01.2002 - 01.2003
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