Kulbir Sandhu

Kulbir Sandhu

Contact Centre Expert

Kulbir Sandhu is a Contact Centre and Operations Expert with more than 25 years' experience of working in the contact center sales and service industry. She has supported both in-house and partners to drive efficiency, deliver performance and drive positive customer outcomes whilst maintaining regulatory compliance and driving growth.

WHY BOOK WITH KULBIR

  • Process efficiency and cost savings
  • Customer satisfaction and net promoter
  • People leadership and development
  • Transformation and customer journey mapping
  • Growth and global support
Kulbir Sandhu - Contact Centre Expert
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Kulbir Sandhu, served as my manager during her time at Zepz. Kulbir is not only an exceptional leader but also a remarkable mentor who truly invests in the growth and development of her team. Kulbir demonstrated her commitment to guiding her employees, providing invaluable insights and support that helped us navigate challenges and seize opportunities. She has a unique ability to identify individual strengths and tailor development opportunities that empower her team members to reach their full potential.

Kulbir is a consummate professional with a deep expertise in contact center analytics. Her analytical acumen is unparalleled, and she consistently uses data-driven insights to drive improvements and optimize performance. Thanks to her guidance, I gained a greater understanding of the intricacies of our operations, which has proved invaluable in my career.

What sets Kulbir apart is her unwavering dedication to her team’s success. She is always willing to go the extra mile, ensuring that we have the resources, knowledge, and support needed to excel. Her positive attitude and strong work ethic inspire those around her, fostering a collaborative and high-performing environment.

Any company would be fortunate to have Kulbir as part of their team. I am grateful for the opportunity to have worked with her and look forward to seeing the incredible impact she will undoubtedly continue to make as she progresses in her career.

- Karen Harris, Learning and Development Manager - Operations - Zepz

I worked with Kulbir for a number of years and find her to be an extraordinary contact center operator. She has an unusual blend of analytical skills AND people development skills, and is able to hold people accountable to difficult business results in difficult circumstances.

Kulbir will go anywhere in the world and stay as long as it takes to shore up foundling or floundering contact centers. She is adept at managing internal operations as she is at managing 3rd party partners, and our partners are better for having worked with her.

Kulbir is a turn-around expert! I would hire her again, to fix or build or refresh customer-center, employee-dense operations. She is highly responsive leader (who struggles to turn off), and holds herself and her teams to a very high bar of integrity and exceptional performance.

HIGHLY recommend!

- Anne Byrd, Operations and Human Resources Executive

I had the privilege of working alongside Kulbir Sandhu at Zepz, where she led the Customer Care team with exceptional skill and dedication. Kulbir’s leadership was instrumental in driving significant improvements in operational efficiency and cost management. She successfully streamlined the use of BPO vendors, bringing down operational costs while improving service quality—a difficult balance that she consistently maintained.

One of Kulbir’s standout achievements was her relentless focus on reducing the contact rate, resulting in a more efficient and customer-friendly experience. Her ability to manage a large, geographically dispersed team of over 500 people in the Philippines was nothing short of remarkable. Despite managing the team remotely, Kulbir created a work environment where her team felt supported and engaged, and it was clear they genuinely loved working for her.

Kulbir’s deep understanding of operational processes and her people-first approach set her apart as a leader. She has an incredible ability to blend strategic thinking with empathetic leadership, ensuring that both the business and her team thrived under her direction. I have no doubt that any organization would benefit immensely from her leadership, and I wholeheartedly recommend her.

- Jeff Bennett

FULL BIOGRAPHY

With over 23 years of leadership in contact centre operations, outsourcing, and customer relationship management, Kulbir is a dynamic and results-driven professional. Her extensive experience spans both B2B and B2C markets, where she has consistently delivered operational excellence and transformation.

Recently serving as Senior Director of Operations at Zepz, Kulbir has successfully led global customer support initiatives, driving efficiency and innovation in areas such as complaints management, partner relations, and cost optimization. Her strategic leadership resulted in a forecasted $7.4 million in savings by 2024 and significant improvements in customer satisfaction.

Before Zepz, Kulbir held executive roles at Teleperformance, CPM International, and The AA, where she led teams of up to 1200 FTEs, optimised processes, and exceeded business goals through innovative strategies. Her expertise in fostering team growth, improving customer experiences, and maximizing profitability has been recognised across industries, earning her leadership roles in several high-profile organisations.

As a consultant and mentor, Kulbir is passionate about empowering businesses to reach new heights through strategic partnerships, operational transformation, and a people-centric approach. She is committed to helping businesses succeed by leveraging her wealth of knowledge in call centre operations, customer service excellence, and business development.

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