Amrita Pannu

Voorhees,NJ

Skills

Virtual team management
Employee talent development
Performance metrics management
Interdepartmental teamwork
Organizational change management

Strategic program implementation
Data-driven decision making
Decision-making
Customer engagement
Effective time management

Websites

https://www.linkedin.com/in/amrita-pannu-144071139/

Summary

Dynamic Customer Experience Leader with over 18 years of proven success in enhancing retention, driving operational excellence, and spearheading transformation within customer-centric environments. Expertise in leading remote teams and implementing innovative digital CX strategies fosters a culture of virtual collaboration and agility. Recognized for a strong commitment to data-driven decision-making and continuous improvement, complemented by exceptional problem-solving abilities and communication skills. Prepared to tackle new challenges with enthusiasm, contributing to team success and advancing organizational objectives effectively.

Work History

Manager, Customer Experience – Remote

Comcast

01.2019 - Current

Lead a team of 7 leaders and 75 frontline employees remotely with a focus on coaching, performance optimization, and aligning teams to customer and sales objectives. Utilizes digital tools to analyze performance metrics and customer feedback to identify trends and implement targeted improvements. Ensures adherence to customer experience standards through cross-functional virtual collaboration while driving employee engagement and motivation in a fast-paced remote environment.
Global leader in media and technology delivering connectivity and creating impactful experiences.
Business Impact
Executed strategic performance action plans resulting in over 75% participation rate.
Collaborated cross functionally to implement action plans aligned with organizational goals, resulting in measurable improvement.
Monitored and optimized performance strategies, contributing to sustained participation and team accountability.
Championed a culture of continuous improvement through transparent communication.
Increased scheduled adherence by 13% through coaching conversations and accountability
Partnered with supervisors to sustain improvement and embed adherence practices into daily operations.
Established clear expectations and performance metrics, driving a culture of reliability and consistency.

Supervisor, Customer Experience - Onsite

Comcast

01.2013 - 01.2019

Managed daily operations in a high-volume call center while supervising 17 Customer Account Executives to ensure performance consistency and service quality. Assessed team performance and optimized resource allocation to increase efficiency and productivity. Tracked key KPIs and implemented targeted action plans to improve revenue growth and customer retention. Coached and mentored team members to exceed scorecard expectations and elevate overall performance. Recognized as an expert-level user of CSG order entry platform and a champion for ongoing professional development within the organization.
Global leader in media and technology delivering connectivity and creating impactful experiences.
Business Impact
Spearheaded the Career Advance Program resulting in 27 agents’ promotions and progressions
Achieved a significant milestone in team development, reinforcing a culture of continuous learning and opportunity.
Partnered with leadership to align agent development with business needs and succession planning.
Championed internal mobility by advocating for agent readiness and promoting visibility of achievements.

Education

Bachelor of Science - Physics, Chemistry, Biology

Panjab University

Chandigarh, India

Certification

Developing Leadership Mindset, Comcast
Coaching for Excellence Duke Corporate Education
Communicating for Influence – Tuck Effective Education of Dartmouth
Managing Power of Team Leadership – Columbia Business School

Languages

Hindi

Full Professional

Punjabi

Full Professional

CAREER-DEFINING HIGHLIGHTS

Career Progression Program
Scope & Scale: Spearheaded the Career Progression Initiative supporting employee Growth ensuring alignment with program goals and development pathways.
Impact: Successfully progressed 11 agents through targeted coaching and development, driving a 5% growth. This program elevated team morale, reinforcing a culture of engagement and excellence.
Virtual Engagement - Comcast
Scope & Scale: Fostered a culture of empowerment, ownership, recognition and motivation resulting in top #1 Your Voice employee surveys for the site.
Impact: Resulted in a measurable improvement in employee satisfaction scores across a remote workforce of 75 frontline agents through targeted engagement strategies and inclusive leadership.