Gurpreet Kaur
Rohini
Summary
Experienced professional with over 12 years of total experience, including 9.8 years in Process Management, Transition & Team Management, and IT Service Management. Currently an Associate Consultant with HCL Technologies, previously held positions as an Assistant Manager Transitions with EXL and a Team Leader with Convergys India Services Pvt. Ltd. Proven proficiency in managing and leading teams for successful process operations, achieving smooth process transitioning from overseas locations, and developing procedures and service standards for business excellence. Consistently deliver high-quality customer experience while adhering to standards and work processes, resulting in elevated customer satisfaction and cost-effective operations. Possess excellent interpersonal, communication, and organizational skills with a proactive attitude and the ability to think both inside and outside the box. Demonstrated track record in team management and customer relationship management.
Overview
21
21
years of professional experience
3
3
Certifications
3
3
Languages
Work History
Major Incident Manager
HCL Technologies
09.2022 - Current
- Provided immediate emergency response and incident management.
- Actively participated in post-incident reviews, sharing lessons learned and driving continuous improvements in response protocols.
- Led root cause analysis investigations for significant events, identifying corrective actions to prevent recurrence.
- Managed escalations effectively by collaborating with both internal teams and external vendors as needed.
- Contributed to the overall success of the organization by consistently meeting or exceeding key performance indicators related to major incident management.
- Conducted post-resolution reviews with team members.
- Streamlined incident management procedures with the development of clear guidelines and standardized workflows.
- Tracked metrics involving critical incidents to model trends, produce reports, and make effective recommendations for improvements.
- Implemented continuous improvement initiatives, resulting in more efficient major incident management practices.
- Developed strong relationships with key stakeholders to facilitate smooth coordination during crisis situations.
- Established a robust incident reporting system to track progress and identify areas for improvement.
- Served as a trusted advisor to clients during major incidents, providing guidance on mitigation strategies while maintaining open lines of communication throughout the process.
- Championed a culture of accountability within the team, fostering ownership of issues and commitment to resolution efforts.
- Used MS-Excel to develop spreadsheets, reports and tracking systems.
- Enhanced team performance by providing regular training, coaching, and feedback to staff members.
- Optimized resource allocation during major incidents by analyzing historical data and forecasting future trends.
- Improved major incident resolution times by implementing efficient processes and communication strategies.
Assistant Manager Transitions
EXL
01.2021 - 09.2022
- Interacting with the client over calls to understand the process in hand
- Documenting step by step process using client-based tools or EXL tools
- Creating Level 3 process maps
- Meeting the timelines for completing the documentation
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
Sr. Executive for James Villas Holiday UK
Coforge SmartServe
06.2021 - 01.2022
- Streamlined operations for increased efficiency by identifying bottlenecks in sales processes and implementing targeted solutions.
- Cultivated a culture of continuous improvement by promoting open communication channels for feedback from all levels within the organization.
- Developed high-performing teams by recruiting top talent and fostering an environment conducive to professional development and personal growth.
- Streamlined operational processes to improve efficiency and reduce costs.
Team Leader
Convergys India Services
06.2007 - 12.2011
- Mentoring team members to meet client’s requirements and project metrics
- Achieving the Tier 1 metrics like SLA, AHT and QOS at a team level
- Attending escalated customer issues and calls
- Conducting team meetings to update the team members on current scenarios
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
Lead Problem Resolution Rep
Convergys India Services
11.2006 - 05.2007
- Handling issues escalated by Level 1 Technical Support & interacting with clients as per Cross Product Assistance
- Imparting training to the support professionals on the floor for overall development of quality & concepts
- Writing Microsoft Solution articles for assistance of other support engineers
- Co-ordinating with the Microsoft Technical Leads for discussing and brainstorming some complex technical issues related to Windows XP
- Developed expert knowledge of products/services to provide accurate information and address complex inquiries effectively.
- Improved customer satisfaction with timely and accurate problem resolution.
- Enhanced team performance through knowledge-sharing sessions, sharing best practices in problem-solving techniques with peers.
- Managed high-volume calls, maintaining professionalism and patience in challenging situations.
Technical Support Officer
Convergys India Services
04.2004 - 10.2006
- Working on a semi-tech process – MSNIA and then Windows 98, ME & XP
- Assisting customers with issues based on Operating System
- Improved customer satisfaction by resolving technical issues in a timely manner.
- Reduced downtime by swiftly diagnosing and troubleshooting complex technical problems.
- Delivered remote support services to clients across multiple locations, enabling swift issue resolution without the need for on-site visits.
- Participated in IT projects supporting infrastructure improvements or new product launches.
Education
MBA - IT
Sikkim Manipal University
04.2001 -
MCA -
IGNOU
04.2001 -
B.Com -
Delhi University
04.2001 -
Skills
Critical incident handling
Documentation skills
Emergency analysis
Information management
Reporting requirements
Incident management
Service management
ITIL framework
Process reviews
SLA management
Team engagement
Major Attainments
- Pivotal in transitioning the broadband customer support to Convergys from client site (UK).
- Merit of having received training in UK on building a healthy relationship with the clients to augment the program's growth.
- Meticulously trained a batch for broadband customer support and maintained throughput of 83.33%.
- Head CCT (Cultural & Communication Training) Validation Process for maintaining Quality.
- Successful in Continuous Communication Improvement Plan.
Certification
ITIL
Personal Information
- Date of Birth: 12/05/79
- Marital Status: Married
Timeline
Major Incident Manager
HCL Technologies
09.2022 - Current
Sr. Executive for James Villas Holiday UK
Coforge SmartServe
06.2021 - 01.2022
Assistant Manager Transitions
EXL
01.2021 - 09.2022
Team Leader
Convergys India Services
06.2007 - 12.2011
Lead Problem Resolution Rep
Convergys India Services
11.2006 - 05.2007
Technical Support Officer
Convergys India Services
04.2004 - 10.2006
MBA - IT
Sikkim Manipal University
04.2001 -
MCA -
IGNOU
04.2001 -
B.Com -
Delhi University
04.2001 -
Similar Profiles
Srinivasan NandagopalSrinivasan Nandagopal
ETL Lead /Onshore Technical Business Analyst at HCL Technologies India & HCL Technologies NZ LtdETL Lead /Onshore Technical Business Analyst at HCL Technologies India & HCL Technologies NZ Ltd
Pooja SaxenaPooja Saxena
Senior Analyst at HCL Technologies Pvt. Ltd, HCL technologies Pvt LtdSenior Analyst at HCL Technologies Pvt. Ltd, HCL technologies Pvt Ltd
GIRISH KORIGIRISH KORI
Senior Software Test Engineer / Technical Leader at HCL Technologies Ltd. & HCL GMBHSenior Software Test Engineer / Technical Leader at HCL Technologies Ltd. & HCL GMBH
Abhishek KumarAbhishek Kumar
Data Engineer/Technical Lead at HCL Technologies Limited (HCL Tech)Data Engineer/Technical Lead at HCL Technologies Limited (HCL Tech)
Neeraj ChhariaNeeraj Chharia
Branch Operations Manager at CSB BANK LimitedBranch Operations Manager at CSB BANK Limited