Jagdeep Singh Sekhon
Assistant Director/Sr. Manager Operations
Mohali
Summary
Driven by strategic planning and operation excellence, I significantly enhanced organizational productivity at Teleperformance Global Services through tech transformation and process excellence. My leadership in financial administration and customer engagement led to substantial growth, showcasing my ability to make impactful decisions and foster customer retention.
Overview
9
9
years of professional experience
8
8
Certifications
Work History
Assistant Director/ Sr. Manager of Operations
Teleperformance Global Services
Pan India
11.2021 - Current
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Defined, implemented, and revised operational policies and guidelines.
- Negotiated with vendors, suppliers and other stakeholders to acquire mutually beneficial contracts and agreement.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Monitored budget and utilized operational resources.
- Developed and executed strategic plans to achieve organizational goals and drive sustainable growth.
- Managed budgets and resources, optimizing allocation for maximum impact on business objectives.
- Developed systems and procedures to improve operational quality and team efficiency.
- Implemented data-driven decision-making processes to enhance operational performance and achieve targets.
- Mitigated risks by developing comprehensive contingency plans that ensured business continuity during unforeseen events or challenges.
Manager of Operations
Taskus
Indore & Mohali
02.2021 - 11.2021
- Improved customer satisfaction ratings by ensuring prompt resolution of issues and concerns.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Oversaw facility maintenance activities to ensure optimal performance of equipment and infrastructure elements.
- Enhanced team productivity by providing effective training programs and performance management systems.
- Evaluated employee performance regularly, promoting professional growth opportunities through coaching methods.
- Assessed risk factors within the business environment proactively, implementing contingency planning measures accordingly as needed to mitigate potential disruptions or setbacks in daily operations proceedings.
- Championed the adoption of new technologies and digital transformation initiatives to streamline operations, enhance data-driven decision-making capabilities, and ultimately boost overall organizational performance levels.
Customer Success Manager
Teleperformance
Mohali
07.2015 - 02.2021
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Introduced automation solutions that significantly reduced manual efforts and increased overall efficiency in daily operations.
- Spearheaded the development of a centralized database to improve accessibility to critical company information for all staff members.
- Evaluated new analytics technologies and methodologies, incorporating them into company processes where appropriate.
- Evaluated the effectiveness of training programs using various assessment tools, providing valuable feedback for continuous improvement initiatives.
- Trained new hires to perform cross-training exercises with experienced workers.
Education
Bachelor Of Computer Applications - Computer Science And Programming
Kalinga University
Madhya Pradesh07.2018
Skills
Strategic planning
Languages
English
Advanced (C1)
Hindi
Upper intermediate (B2)
Punjabi
Upper intermediate (B2)
Certification
6σGB
Timeline
Assistant Director/ Sr. Manager of Operations
Teleperformance Global Services
11.2021 - Current
Manager of Operations
Taskus
02.2021 - 11.2021
Customer Success Manager
Teleperformance
07.2015 - 02.2021
Bachelor Of Computer Applications - Computer Science And Programming
Kalinga University
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