Harpreet Mullay

CLIENT SERVICES / ASSISTANT PROGRAM MANAGER

Self-motivated and action-orientated marketing professional with over 8 years of vast Program management and client facing experience. Proven excellence in Program, Project, Client Services and Operations Management, execution planning, forecasting, and program optimization. Strong team leader focused on process optimization, client satisfaction, and strategic consultation across multiple teams and organizational levels.
HIGHLIGHTS OF EXPERTISE
• Strategic Planning / Vision / Implementation
• Revenue Generation
• Project Life Cycle Management
• Process Optimization
• Recruitment
• SOPs development • Client Satisfaction
• Brand Awareness / Management
• Team Management
• Goal Definition & Achievement
• Impactful Presentations & Reports
• Project Timeline Management

PROFESSIONAL EXPERIENCE:

ThinkLink Learning Services Pvt. Ltd. (April 2015- Till Date) (Client Servicing Manager)

Company Profile: ThinkLink Supply Chain Services (ThinkLink) was founded in June 2006. It has served the Supply
Chain and Logistics needs of Clients in India for over 8 years with distinction and excellence. Another vertical is
Named as ThinkLink Learning which Partners with Clients to build World Class Supply Chain & Logistics Organizations.
They are the market leader in India for executive education, management development, and skill upgradation for the
Supply Chain & Logistics function.

Job Responsibilities:
• Acting as the link between the customer and the company
• Fully responsible for the effective on-boarding of new customers
• Establish relationship with clients and provide high standard of customer service continually
• Organize and arrange specified records and files in order to keep track of financial transactions
• Client Invoicing data management and account receivable Management
• Leading team of 7 resources, taking care of their administration, Performance Reviews and planning
• To establish and maintain effective relationship with business areas and identify areas of service improvement by implementing regular calls and feedback mechanisms
• To develop SOPs. Build and maintain metrics dashboards and reports
• To generate revenue while participating in development and implementation of strategic sales plan for the company
• Identify new sales opportunities within existing accounts to remain a client-account manager relationship by up-selling and cross-selling
• Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders
• Assist with high severity requests or issues/escalations as needed
• Meet time deadlines for accounts and Interact and coordinate with other departments working on the same account
• To lead and ensure operational effectiveness by considering all of the potential risk factors for a particular region, global business, etc.
• Meetings with clients to evaluate, analyze and discuss performance of candidates
• Gather feedback from clients on day to day performance of candidates, escalate issues to deployment Management teams and fill performance gaps by communicating with internal & external stakeholders
• Coordinate the Industrial site visits/projects and internship programs for candidates




ThinkLink Learning Services Pvt. Ltd. (Aug 2013- Apr 2015) (Assistant Program Manager)

Job Responsibilities:
• End to end Logistics Operations Trainee Program Management
• Client Requirement validation and kicking of the program(LOTP) , Recruitment event calendar sharing
• Meetings with Corporate clients to evaluate, analyze and discuss performance of candidates
• Interview Scheduling, end to end Coordination, Feedback on interview process for overall process Improvement
• Gather feedback from clients on day to day performance of candidates, escalate issues to Centre manager and fill performance gaps by communicating with internal & external stakeholders
• Coordinate the Industrial site visits/projects and internship programs for candidates
• Communication with CILT London for any process, certificates, Accreditation/Re-accreditation
• Placement of interns with partner clients post internship completion
• Implement SCH process, measurement, review and reporting
• Manage full lifecycle of the program delivery
• Coordinating with candidates and finance for the fee installment collection
• Pre Enrolment and Post Enrolment activities for candidates
• Coordinate all the post-counselling activities like candidates’ registration, assessment, interviews and enrolment
• Complete candidates’ assessment Management through LMS
• Database management of candidates at different stages
• Promote and implement referral programs
• Organise Alumni meets
• Prepare a session-wise plan – session schedule, timing and faculty, in coordination with program coordinator
• Session scheduling, rescheduling, assigning and content uploading in the Learning Management System (LMS)
• Capture the students’ & trainers’ feedback for each session and share with the content team for program improvement
• Generate reports from the LMS to track the students’ performance, attendance, assessments and share with the program coordinator as well as students. Escalate the issues and gaps specific to the fulfillment of the set criteria

The CHOPRAS, Global Education Consultants (Nov 2011 – July 2013) (Overseas Education Counsellor)

Job Responsibilities:
• Meet student needs by demonstrating professional, friendly, and courteous service in all aspects of student life
Communicate clear learning objectives and expected outcomes
• Profiling and counselling , Short-listing of institutions , Application documentation , Application processing and monitoring progress of applications , Guidance on visa rules and documentation , Visa application processing assistance & Pre-departure orientation
• Guiding the student advise through a self-assessment process and the exploration of his/her Career goals
• Assisting students in choosing programs, selecting and scheduling courses, and accessing Resources to support decision-making
• Maintain an advising file containing appropriate documentation for each advisee
• Prepare & monitoring the database and MIS of student queries and walk-ins
• Know general course content (overall from catalogue) and any special information about the courses
(e.g., prerequisites) Including honours and developmental courses
• Be knowledgeable of the most current institutional policies and procedures in sufficient detail to
Provide students with Accurate, usable information
• Supports and encourages confidence in academic decision making by promoting student Independence in academic processes and regulations






ICFe, Gurgaon (March 2009- Nov 2011) (Computer/English Trainer)

Responsibilities as Computer Trainer:
• To teach subjects like C, C++, Computer Networks, MS Office
• To assist and encourage students for developing technical skills
• Instruct and monitor students in the use of learning materials and equipment
Responsibilities as English Trainer:
• Observe and evaluate student’s performance and development
• Assign and grade class work, homework, tests and assignments
• IELTS training
• Training on grammar
• PDP Training
• To assist and encourage students for Conversation, Role plays, Group discussions, Presentations
By motivation and by applying different approaches while developing their personality

Redbridge PCT (NHS) UK (Oct 07- Apr 08) (Information Officer)

Duties & Responsibilities:
• Maintaining and creating reports using SQL Server 2005
• Standardisation, normalisation and rationalisation of data sheets
• Variance analysis/Forecasting based on Historic/Current data
• To manipulate data files to be ready for further decision
• Reporting / analysing data and identifying issues.
• Receipt of completed data templates from suppliers
• Communicate with client to gather or clarify additional information

Trainings/Courses/ Achievements


• Conducted Soft Skills training for Operations team
• Undergone through In house Project management trainings
• Promoted by ThinkLink Learning Services Pvt Ltd three times in tenure of 2 years
• Got Pat on the back award within 1 month of working with ThinkLink Learning
• Got best performer award in the 3rd month of working with The Chopras
• Got nominated and attended various process trainings of reputed client international universities


EDUCATION:

 Punjab Technical University-MCA Result- 80 %
 Punjab University: BSc Non-Med Result – 64%


REFEREES:

References are available upon request.