Harpreet Panesar

Experience

• 

  WNS

  Apr 2009 - Dec 2021

  • 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. Show less • 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 Show less • 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 Show less

  • Assistant Manager Training

    Jan 2018 - Dec 2021

  • Senior Training Executive

    Jun 2013 - Dec 2017

  • Senior Customer Service Associate

    Apr 2011 - May 2013

  • Customer Service Associate

    Apr 2009 - Mar 2011
• 

  Accenture

  Dec 2021 - now

  Instructor Senior Analyst