Jaskaran Singh Saini
TM Systems Assurance
Gurgaon,HR
Summary
Talented Analyst with integrity, strong work ethics. Eager to contribute to team success through collaboration, attention to detail and excellent organizational skills. Clear understanding of job roles and motivated to learn, grow and excel. Knowledgeable about work force management, training to name a few. Good at building and leveraging relationships.
Overview
14
14
years of professional experience
Work History
TM System's Assurance
American Express
Gurgaon, HR
05.2017 - Current
- Worked as a part of Credit (collections).
- Working with (GOCM) work force management.
- Worked on Varied markets (Japan- credit/GNA, SG and HK-Credit, India Credit/GNA and ANZ credit).
- Now taking care of ANZ GNA and Japan GNA.
- Worked as a part of Credit (collections).
- Working with (GOCM) work force management.
Free Lancer
self employed
Gurgaon, HR
10.2015 - 03.2017
- Collaborated with management to ascertain concerns, needs and expectations from training and utilized feedback in program development.
- Monitored growth and development of individual soft skills.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Applied interpersonal and motivational skills to facilitate program engagement and promote adherence to principles taught during training.
Team Leader
OPK e-services
04.2015 - 10.2015
- Took care of Escalations, maintaining data for team of 12 FTE's.
- Data collation and Reporting Analysis.
- Client Interactions, Business Forecasting and Expansion - Team huddles.
- Took care of V&A as well as product training for new hires.
- On job trainings.
Senior Customer Care Representative
Eclerx
06.2014 - 03.2015
- Was taking care of the Voice and Accent training for new hire batches.
- Class room Trainings/Interventions.
- Call Listening and Feedback sessions.
- On the job Trainings.
- Was a part of the hiring team (soft skills and work ethics, Part of the team responsible for up skilling reps on process and UK culture.
- Voice coaching, feedback sharing, cultural acclimatization for UK clients.
- Part of consumer escalations and retention team.
voice coach
IBM
11.2011 - 03.2014
- Worked as a Lead operation for software technical support process.
- Mentor learners & conducted regular coaching & feedback sessions for their overall improvement.
- Worked very closely with training team to help the learners reaching their certification targets, keeping compliance as their priority.
- Responsible for day to day functioning & administrative work including team management.
- Conduct various R&Rs on the floor to drive energy & motivation to bring the results.
- Took care of their certification goals in the given timeline.
- Work closely with quality team & other processes to resolve various process gaps.
- Was working with the US based clients, handling interactions on conference calls, emails and chats (client was Intuit a US based accounting software company).
Team Coach
OPK e-services
06.2009 - 04.2011
- Worked with OPK e-services as a Team Coach.
- Responsible for analyzing the reporting of the client related issues.
- Responsible for process improvement.
- Escalations and Floor Support.
- Also worked as a V&A trainer.
- Mentor learners & conducted regular coaching & feedback sessions for their overall improvement.
- A single point of contact between the US based clients, handling interactions on conference calls, emails and chats.
- Also worked with the corporate escalations team handling corporate escalations the highest level of escalations in an organization.
Senior Customer Care Representative
Barclays shared services
04.2008 - 06.2009
- Applied strong communication and negotiation skills regarding refunds and resolving customer queries.
- Was a part of a pilot team of 5 handling corporate escalations, where in we were responsible for handling sensitive customer account's that were close to legal litigations.
Customer Care Representative
Dell international Services (P) Ltd
08.2005 - 11.2007
- Having Experience on the various stages in Business/direct contact with customer through voice communication.
- Responsible for process improvement using statistical tools.
- Mentoring the new agents on floor and providing floor support to them.
- Part of many pilot projects, responsible for improving the processes (like complete care concept, Dell on call, call back team for customer relations and customer ownership program).
- Up skilled the entire Dell Mohali (customer service and tech support) on windows-7.
- Got 3 appreciation emails from Michael Dell for outstanding performance.
- Was a part of team assisting managers achieve their six sigma project goals (projects like controlling AHT, increasing customer satisfaction, employee engagement, streamlining workforce management etc).
- Was a part of employee engagement team, planning QBR's (quarterly business reviews , parties and weekly performances reviews and R&R's, performance appreciations and other activities).
- Was working as a single point of contact between the US based clients, handling interactions on conference calls, emails and chats.
- Also worked with the corporate escalations team handling corporate escalations the highest level of escalations in an organization.
Education
B.A -
University of Jamia Millia Islamia, Guru Nanak Public School, S.S
Metric - undefined
Guru Nanak Public School
Skills
Partner management
Conflict resolution
Quality assurance
People management
Microsoft tools
Workforce management
Timeline
TM System's Assurance
American Express
05.2017 - Current
Free Lancer
self employed
10.2015 - 03.2017
Team Leader
OPK e-services
04.2015 - 10.2015
Senior Customer Care Representative
Eclerx
06.2014 - 03.2015
voice coach
IBM
11.2011 - 03.2014
Team Coach
OPK e-services
06.2009 - 04.2011
Senior Customer Care Representative
Barclays shared services
04.2008 - 06.2009
Customer Care Representative
Dell international Services (P) Ltd
08.2005 - 11.2007
Metric - undefined
Guru Nanak Public School
B.A -
University of Jamia Millia Islamia, Guru Nanak Public School, S.S