Harpreet Panesar Email & Phone Number

Mumbai, Mh, In

Mumbai, Maharashtra, India

Mumbai, Maharashtra, India

• Train the new Customer Service Advisors on Pre-Process, Health and Safety and product use training.• Conducting training assessments for the new hires to acquaint them to the process• Handling of operational responsibilities which include team handling during transition queue, co-ordination with quality assurance team and work force management for effective results.• A contributor to content development. Responsible for designing training material to effective training delivery• Actively involved in E learning modules designing and execution• Conducting refresher training to improve / maintain the core skills of the customer service associates on operations floor• Extensively involved in change management which includes deployment of new process guidelines in order to improve customer satisfaction, conducting assessments, consolidation sessions etc.

Godrej And Boyce Complex, Vikhroli, Mumbai.

• Train the new Customer Service Advisors on Pre-Process, Health and Safety and product use training.• Conducting training assessments for the new hires to acquaint them to the process• Handling of operational responsibilities which include team handling during transition queue, co-ordination with quality assurance team and work force management for effective results.• A contributor to content development• Conducting refresher training to improve / maintain the core skills of the customer service associates on operations floor• Extensively involved in change management which includes deployment of new process guidelines in order to improve customer satisfaction, conducting assessments, consolidation sessions etc.• Handling of training related logistics• Responsible to conduct team bonding activities which helps keeping everyone motivated• Ensuring knowledge retention by rolling out fortnightly process knowledge tests, knowledge quiz, conducting training need and analysis sessions etc

Godrej And Boyce Complex, Vikhroli, Mumbai

• Responsible for handling customer queries which involved placing orders, checking order status, explaining bills, providing product description, up selling, pricing adjustments etc• Supporting the new customer service advisors during transition queue• Conducting refresher training for CSA’s in order to bridge process related gaps• Effective handling and closure of CCRP’s (Customer Complaint Resolution Protocol)• Side By Side monitoring of calls to find out process related gaps • Conducting consolidation sessions with the associate in order to discuss the difficult queries they came across during call taking sessions• Conducted classroom training for the new hires in order to acquaint them with the product• Participated in content development to conduct effective process training for the new hires

Godrej And Boyce Complex, Vikhroli, Mumbai.

• Responsible for handling customer queries which involved placing orders, checking order status, explaining bills, providing product description, up selling, pricing adjustments etc• Assisting team leaders in sharing the daily statistics with the rest of the team• Worked as a floor support in order to assist the fellow advisors with complex queries

Secondary School Certificate

Higher Secondary Certificate

Bachelor'S Degree, Commerce