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Summary
Overview
Work History
Education
Skills
Certification
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Languages
Interests
Timeline
NAVJOT SINGH LUTHRA

NAVJOT SINGH LUTHRA

Assistant Manager Learning & Organizational Development
Mumbai
Contact Information

Mobile Number: 8007861287 & 9967007865

E-Mail Address: aragornlotr3@gmail.com & navjotsingh1287@live.com

Quote
Far and away the best prize that life offers is the chance to work hard at work worth doing.
Theodore Roosevelt
Summary
  • Proactive Assistant manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assist senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
  • Currently spearheading as Assistant Manager Learning & Organizational Development at Cars24 handling Assam, Bihar, Gujarat, Maharashtra, Odisha & West Bengal. Responsible for training Rookies, conducting training & refreshers for Customer to Business (C2B) (Sales & Retail) & Customer to Customer Vertical (C2C) & Sales Franchise. Report generation, content creation & content vetting. Also helping other teams in launching new process for the specific regions & verticals.
  • Quality Coach with Tech Mahindra Business Services. Responsible for Quality Audits, report generation and conducting training in regards to the findings. Handling Tech Support, Kogan NBN, Collections for Vodafone Hutchinson Australia. (200 advisors approx.)
  • Customer Finance Advisor with Tech Mahindra Business Services. Highly skilled in handling 1st & 2nd Level Escalations and Customers who threaten to go to Ombudsman or Media. Skilfully handling such customers and make a sentiment recovery also make sure that company’s guidelines are followed
  • Worked as Sr. Executive Operations with ElevateK12, handled Reporting and sending Report’s via Power Point and Excel to Sr Project Manager and COO, Content Management, E-Commerce & Dashboard Creation for Client Review
  • Knowledge of SAPCRM Basic Customizing such as Business Partners, Organizational management, Product Master, Transaction Processing, Partner Processing, Pricing and CRM Billing, CRM Middle Ware and CRM Web Client UI.
  • Understanding of project planning and implementation from scope management to activity sequencing, effort & cost estimation, risk analysis to quality management in line with the company’s guidelines and norms
Overview
4
4
Languages
2
2
Certificates
3
3
years of post-secondary education
11
11
years of professional experience
Work History

Assistant Manager

Cars24 Services Private Lmited
2018-12 - Current
  • Cars24 Private Limited since Dec 2018, Learning & Organizational Development.
  • Responsible for training Rookies, conducting training & refreshers for Customer to Business (Sales/Retail) & Customer to Customer Vertical, report generation, content creation & content vetting.
  • Handling branch audits (calls and store visit), soft skill development for Sales/Retail & Customer to Customer verticals, listening to calls to understand call quality for 300 employees (approx.).
  • Rolling out new process trainings in regards to product launch, pricing & policy changes.
  • Conducting refreshers & soft skill development to enhance performance.
  • Handling Territories like Assam, Bihar, Gujarat, Maharashtra, Odisha & West Bengal with 300 plus employees.
  • Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
  • Planned team-building exercises to increase employee performance and job satisfaction.
  • Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
  • Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
  • Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
  • Achieved recognition from senior management for contribution to store success by helping the staff implementing excellent customer service skills along with proper negotiation to increase procurement.
  • Established and optimized training schedules to keep coverage and service in line with forecasted demands.

Quality Coach

TECH MAHINDRA BUSINESS SERVICES
2016-02 - 2018-12
  • Promoted in Dec’17).
  • Responsible for quality audits, report generation and conducting the trainings/briefings in accordance to the findings or requirements by the company.
  • Handling Tech Support, Kogan NBN (National Broadband Network), Vodafone NBN & Collections for Vodafone Hutchinson Australia.
  • (200 advisors approx.).
  • Rolling out new process trainings in regards to product launch, pricing and policy changes.
  • Conducting weekly/fortnightly & monthly team/department meets and training to enhance performance Customer Finance Advisor (till Nov’17).
  • Responsible for assisting customers in paying their Bills.
  • Efficiently handling 1st and 2nd Level Escalations and Customer Management.
  • Help solve Customers Queries with help of CRM Tools like People Soft Teen, Oracle Siebel, Tallyman, Payment Central.
  • Use of Tallyman to track payment schedule, handle 0 to 30 to 120 to 180 days bucket collection, send collection letters, send sms, activate and deactivate the account, handle written off accounts, handle settlements(full or partial) of written off accounts, handle bankruptcy, deceased accounts as well, all these for Consumers, SME’s, Corporates.
  • Spearheading efforts across monitoring the processes for strict adherence to guidelines.
  • Escalating the issues/queries to the client’s appropriate hierarchy levels.
  • Developing Client Relations and ensuring that all the Client queries and Concerns are being addressed within the time.
  • Evolving innovative tactics and judiciously mobilizing & managing resources to put the process on the path of growth and profitability.
  • Instilling sense of commitment and enthusiasm among team members and generating high work tempo to realize set business objectives.
  • Achieving highest standard of customer satisfaction and quality service; implementing procedures to improve customer satisfaction level and resolved customer queries.

Sr. Executive

ELEVATE K12
2015-03 - 2015-08
  • Operations.
  • Making sure company’s core business of E-Learning for Public Schools in USA via Federal Government Contract is functioning.
  • Reporting any deviation to the higher management for immediate action.
  • Responsible for dashboard creation via PPT & Excel and sending them to Sr Project Manager & COO and then they send the same to the client.
  • Content Management for the slides available on the portal for the students, scheduling and other portal related stuff.
  • Recently helped design new filters for reporting to improve click rate, worked on dashboard remodeling and improving click rate and introduction of skill matrix.
  • Handling initial purchase and client communication for B2C.

Customer Finance Advisor

TECH MAHINDRA BUSINESS SERVICES
2010-06 - 2015-02
  • Responsible for assisting customers in paying their Bills.
  • Efficiently handling 1st and 2nd Level Escalations and Customer Management.
  • Help solve Customers Queries with help of CRM Tools like People Soft Teen, Oracle Siebel, Tallyman, Payment Central.
  • Use of Tallyman to track payment schedule, handle 0 to 30 to 120 to 180 days bucket collection, send collection letters, send sms, activate and deactivate the account, handle written off accounts, handle settlements(full or partial) of written off accounts, handle bankruptcy, deceased accounts as well, all these for Consumers, SME’s, Corporates.
  • Spearheading efforts across monitoring the processes for strict adherence to guidelines.
  • Escalating the issues/queries to the client’s appropriate hierarchy levels.
  • Developing Client Relations and ensuring that all the Client queries and Concerns are being addressed within the time.
  • Evolving innovative tactics and judiciously mobilizing & managing resources to put the process on the path of growth and profitability.
  • Instilling sense of commitment and enthusiasm among team members and generating high work tempo to realize set business objectives.
  • Achieving highest standard of customer satisfaction and quality service; implementing procedures to improve customer satisfaction level and resolved customer queries.
  • Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
  • Maintained excellent attendance record, consistently arriving to work on time.

Sr. Customer Relationship Advisor

ZENTA PVT LIMITED
2009-12 - 2010-06
  • Assisted Customers with their Card Bill payments (Defaulted Customers) also responsible for Customer Management.
  • Understood the countries Collection Law to help the customers.

Sales Development Manager

HDFC STANDARD LIFE
2008-09 - 2009-05
  • Identify potential people and assist them to become Agents of the Company and also helped them to sell insurance to prospective clients.
Education

Bachelors of Management Studies (B.M.S) Marketing

Guru Nanak Khalsa College (Mumbai University)
2005-06 - 2008-07
Skills

New Hire Training

Sales Training

Retail Training

Audit (Compliance)

Google Drive

Business planning

Business Refreshers

Strategic Planning

Certification

SAP CRM

2014-11

Prince 2

2012-06
Accomplishments
  • Resolved product issue through consumer testing.
  • Received multiple rewards from Senior Management for excellent performance
  • Handling 6 territories remotely while maintaining work decorum along with high productivity
  • Collaborated with team of 5 to 10 in the development of multiple projects that helped business reduce unwanted mistakes which led to increase in productivity of the overall branch
Software

SAP CRM (Certified Professional)

MS Office

Languages

English

Punjabi

Hindi

Marathi

Interests

Martial Arts

Kickboxing

Cricket

Watching movies & shows

Timeline

Assistant Manager

Cars24 Services Private Lmited
2018-12 - Current

Quality Coach

TECH MAHINDRA BUSINESS SERVICES
2016-02 - 2018-12

Sr. Executive

ELEVATE K12
2015-03 - 2015-08

SAP CRM

2014-11

Prince 2

2012-06

Customer Finance Advisor

TECH MAHINDRA BUSINESS SERVICES
2010-06 - 2015-02

Sr. Customer Relationship Advisor

ZENTA PVT LIMITED
2009-12 - 2010-06

Sales Development Manager

HDFC STANDARD LIFE
2008-09 - 2009-05

Bachelors of Management Studies (B.M.S) Marketing

Guru Nanak Khalsa College (Mumbai University)
2005-06 - 2008-07