Sunjit Kang Email & Phone Number

Customer Relationship Management

•Process Management and Team Supervision•Supervise back office staff and ensure that field teams of both employed and subcontract Instructors adhere to Driver Training Management Systems, Quality Procedures and Way of Working, by giving direction to those requiring support.•Dealing with in-bound and out-bound customer enquiries and dealing with customer complaints by following complaints procedures and systems put in place•Measuring conversion rates through leads generation•Supplying extensive written quotations •Process – Documentation of all processes for the department’s operation, managing all training information to a timely manner•Management of the team’s performance within the scorecards set to ensure productivity, quality and service standards were met•Monthly 1-2-1’s delivered to discuss individuals workloads and highlight requirements to achieve required standards•Identify correct Instructor (employed and subcontract) to deliver on-site and in-house courses against customer location•Ensure that Sub-Contractors used are found on the Quality Assured Instructor Register, they are capable of delivering the course requirements as detailed on the Instructor Delivery Matrix and the order value does not exceed that shown on the Instructor Register – manage most cost effective option in booking instructors•Using SAP, Logica and standard excel spread sheet to save course data•Set up a quality process to eliminate substandard delivery of courses •Recruitment of new staff when required for specific job roles and locating new sub contracted instructors to enable delivery of more courses•Measurement of compliance and audits and consistently doing audits on team to eliminate any problems•Organisation of a profitable training services provision, meeting customer requirements and the quality standards laid down by the Company, HSE Legislation and our Awarding Bodies (RTITB/ITSSAR).•Managing a rota for late finishes•Completing month end reporting

•Managing the day to day running of the team and building sustainable relationships with my fellow colleagues throughout the business, internal and external customers•Supported and actively directed the set-up of the department contributing to:-•Policy – Business continuity plan, clinical validation of minimum data set•Process – Documentation of all processes for the department’s operation, managing all patient information •Structure – Rotating and organising non direct reports such as clinical sonographers•Recruitment – Recruitment and training of new staff members in line with the budgeted plans and responsibility for writing and delivering ‘train the trainer’•Performance Management of all direct reports and staff allocated on shifts covered. All aspects of training, coaching, reviewing, execution, demonstration and disciplinary•Liaising with HR on all policies and procedures•Management of the team’s performance within the KPI’s set to ensure productivity, quality and service standards were met•Coached direct reports with regards to service product/process training•Ensured all service standards were met in line with contractual requirements •Managed department through coordination and delegation of work reviewing performance on a day to day basis•Data Management of the Patient Management System – Xiris system and proactively anticipating problem areas before they occur and the managing a satisfactory resolution•Timely reviews of staff competencies v capabilities •Networking to gain a broader outlook of the organisation and building lasting relations with colleagues and peers•Communicating effectively at all levels•Complying with guidelines set by the Department of Health•Compiling spread sheets and maintenance of reporting data•Maintaining relations with Referral Managers•Maintaining Health & Safety compliance and Risk Assessment•Staff management to comply with Data Protection Act, Patient Confidentiality and Clinical Governance

Managed a team of 24-60 heads on a daily basis. Duties entailed managing the department on a daily basis, completing 1-2-1’s, team motivation to achieve competitive targets. To keep strong relationships with our internal and external customers, having responsibility to build relations with our designated John Lewis Stores.•Identifying opportunities for product promotion, meeting sales and service targets, including up sells, settlements and insurance penetration•Maintenance of customer account files•Contributing to the success of the Birmingham Business Centre’s key business initiatives•Prioritising resources to maintain smooth operation•Undertook specific assignments, projects •Provided clear verbal and written information to staff about events/issues•Provided constructive feedback, motivation and challenged individuals to gain a positive outcome•Trained and developed staff to satisfactory standards•Delivered timely appraisals using EDAR and GROW models•Delivered one to one training and coaching to staff•Recruitment of staff as necessary in conjunction with recruitment agency•Promoted consistent high quality customer service •Ensured all staff adhered to the Company Policy and Procedure Regulations•Managed the complaints queue within the company timeframes set by the FSA, reported all SLA’s back to the department heads in a consistent manner and within the company guidelines•Compiled a new Disaster Recovery Plan for department and maintained on a regular basis in a high turnover department•Managed the department’s advisor forums in a constructive and educational manner•In my time at HSBC/HFC I also worked in our Sales department as an operations manager within a more competitive target and energetic environment, with a team of 24-50 staff to manage at any one time•Managed many new projects coming onto the Central Sales portfolio including; Sterling and Endeavour, personal Banking and Balance Transfer.