JAGDEV SINGH
Pune
Summary
People-oriented team leader successful in monitoring performance, delegating work and motivating members. Versed in managing daily direction and team communication. Collaborative and resourceful professional dedicated to identifying needs to develop and deliver creative solutions.
Overview
15
15
years of professional experience
Work History
Acting Team Leader Quality
Teleperformance Global India PVT LTD
Pune
10.2013 - Current
- Working on Sabre ticketing and Reject queue
- Handling Second level escalation for agency to remove dump queue
- Handling Ticket issuance and rejections with the help from Airlines
- Daily monitoring of Queues & SLA’s as required
- Handling work distribution
- To allocate and monitor 100% D-SAT and C-SAT
- Create MS form and Excel form to maintain real time analysis
- Created power automate to make sure that Agents, Team Leader and respective spocs/management receive the feedback on a real time basis
- After Hopper process came I have been part of Core team to implementation of the entire new business
- To identify the Bottom Quartile Agents and make an action plan
- Also to monitor them to know their progress
- To make Teams monthly scorecard basis on the monthly performance
- Also make their appraisals Mid and Annual cycle
- To perform the ATA for Quality and operations on weekly basis and share the reports accordingly
- Internal (Management) and External (Client) performance reviews periodically
- One on One performance reviews with the Team Members against the KRA’s
- Capacity planning and monitoring of resources
- Drive Rewards and Recognition initiatives within the process.
Senior Associate (Customer Relations Department)
Expedia Inc (24*7 INC)
Banglore
11.2009 - 09.2013
- Responsible to take care of customer’s end to end travel like “Flight, Car, Hotel, Insurance and other information”
- Responsible for customer relation department for their escalation on any bookings
- Handled training department for new joinee in the Escalation team
- Daily monitoring on workload & SLA’s
- Handling work distribution.
Education
A.I.S.S.C.E -
National Institute of Open School
01.2005
A.I.S.S.E -
C.B.S.E.
01.2000
Skills
- MS Office
- Word
- Excel
- Power Point
- Google Forms
- Google Form Branching
- Power Automate
- Salesforce
- Tableau
- Sabre
- Amadeus
- Quality Improvement
- Coaching
- Coaching and Mentoring
- Leadership
- People Management
- Leading Team Meetings
Computerskills - Applicationpackage
- MS Office (Word, Excel, Power Point, Google Forms, Google Form Branching, Power Automate)
- Salesforce
- Tableau
- Sabre
- Amadeus
Personal Information
- Date of Birth: 03/04/83
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Languages
- English
- Hindi
- Punjabi
- Marathi
Hobbies and Interests
- Playing Cricket
- Interacting with people
- Visiting new places
Disclaimer
I hereby declare that the above information given by me is true and correct to the best of my knowledge.
Timeline
Acting Team Leader Quality
Teleperformance Global India PVT LTD
10.2013 - Current
Senior Associate (Customer Relations Department)
Expedia Inc (24*7 INC)
11.2009 - 09.2013
A.I.S.S.C.E -
National Institute of Open School
A.I.S.S.E -
C.B.S.E.
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