Harpreet Singh Gill
Associate Process Manager
Karnal
Summary
Organized and highly motivated professional with 9 years of experience in customer operations. Intend to build a career in corporate world and contribute learning towards the overall success of the organization and to inculcate the managerial skills and knowledge that would help achieve success throughout career.
Overview
5
5
years of professional experience
7
7
years of post-secondary education
Work History
Associate Process Manager
Eclerx Services Limited
10.2020 - 1 2024
- Successfully managed the transition of new trainees from training to operations, ensuring a smooth and efficient onboarding process and improving process and product knowledge.
- Prepared comprehensive performance reports by collecting, analyzing, and summarizing data and trends, providing valuable insights for process improvement.
- Consistently met critical performance metrics, ensuring high-quality service delivery and client satisfaction.
- Led client/vendor reviews and calibrations, fostering strong relationships and effective collaboration.
- Responded promptly and effectively to client/vendor queries on routine issues, ensuring timely resolution and maintaining positive relationships.
- Generated innovative ideas to optimize internal metrics, resulting in improved efficiency and timely achievement of critical targets.
- Managed multiple teams, effectively delegating tasks and responsibilities to ensure smooth operations and high productivity.
- Conducted audits and quality checks on team and floor supports, identifying areas for improvement and implementing corrective measures.
- Provided regular feedback to team members and floor supports, recognizing achievements and addressing performance gaps.
- Implemented cross-skilling initiatives and periodic process re-verification to ensure a versatile and skilled resource pool.
- Identified training needs for teams and facilitated relevant training programs to enhance skills and knowledge.
- Effectively managed bottom quartile performers, implementing performance improvement plans and driving positive change.
- Ensured directives from senior leadership were communicated and acted upon, fostering a culture of accountability and alignment with organizational goals.
- Held periodic meetings to discuss task delegation, review issues, and provide guidance and support to team members.
- Conducted team huddles and meetings to communicate operational updates, foster collaboration, and maintain team cohesion.
- Built team spirit through group sessions, activities, and projects, promoting a positive and inclusive work environment.
- Focused on staff retention through career mapping and providing guidance and support to team members in their professional development.
- Advocated for and adhered to organizational policies and procedures, ensuring compliance and maintaining a high standard of professionalism.
- Prioritized information security requirements, ensuring the confidentiality and integrity of client data and sensitive information.
- Ensured timely delivery of all client deliverables, managing resources effectively and maintaining a high level of quality and accuracy.
- Proactively remediated any incidents, addressing issues promptly and implementing preventive measures to minimize future occurrences.
Senior Analyst
Eclerx Services Limited
10.2017 - 09.2020
- Demonstrated exceptional leadership skills by driving team performance and ensuring high levels of customer satisfaction as a Senior Analyst at Eclerx Services Limited.
- Coached team members on hygiene adherence and work ethics, fostering a positive and productive work environment.
- Motivated and engaged the team, providing timely resolutions and promoting a strong sense of team spirit.
- Facilitated audience to customer service, embedding customer-first values in all activities and ensuring adherence to policies, measurable parameters, and quality standards.
- Documented concerns and incidents, effectively communicating them to senior supervisors for appropriate action.
- Provided guidance and advice to less experienced team members, supporting their professional development and growth.
- Maintained consistent formatting and tense usage throughout the section, ensuring clarity and professionalism.
- Proofread all documentation for accuracy and clarity, ensuring error-free presentation.
Junior Analyst/Analyst
Eclerx Services Limited
03.2015 - 09.2017
- Addressed customer queries and concerns promptly and effectively, ensuring a high level of customer satisfaction and retention.
- Prioritized customer experience as a key performance indicator, consistently exceeding targets and driving positive customer feedback.
- Analyzed data to identify areas for improvement and implemented procedures that resulted in process enhancements and increased efficiency.
- Developed and implemented new modules that improved overall process performance and customer experience.
- Initiated and led various initiatives that paved the way for further growth and success within the organization.
- Maintained a customer-centric approach in all interactions, consistently delivering exceptional customer service.
- Ensured consistency in customer service approaches, adhering to established guidelines and best practices.
Education
Bachelor's of technology in computer science and engineering -
Panipat Institute of Engineering And Technology (Kurukshetra University)
08.2011 - 07.2014
Three years diploma in computer science and engineering -
Greenwood Polytechnic (HSBTE)
08.2008 - 07.2011
Matriculation -
NDPS (CBSE)
04.2007 - 03.2008
Skills
Initiate process improvements by identifying service delivery gaps, offer solutions and successfully implement ideas to enhance productivity of process
Responsible for compliance for all processes and policies and developing quality
Accomplishments
- Associate process manager of the Quarter
- Star Performer award
- Spot awards
- Awarded with club excellence award
Timeline
Associate Process Manager
Eclerx Services Limited
10.2020 - 1 2024
Senior Analyst
Eclerx Services Limited
10.2017 - 09.2020
Junior Analyst/Analyst
Eclerx Services Limited
03.2015 - 09.2017
Bachelor's of technology in computer science and engineering -
Panipat Institute of Engineering And Technology (Kurukshetra University)
08.2011 - 07.2014
Three years diploma in computer science and engineering -
Greenwood Polytechnic (HSBTE)
08.2008 - 07.2011
Matriculation -
NDPS (CBSE)
04.2007 - 03.2008