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
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
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