Jasleen Kaur
Bengaluru
Summary
Dependable Specialist with 4.4 years of experienced in KYC and Logistics domains. As a subject matter expert and process lead, I specialize in independently managing critical tasks to achieve key benchmarks. My strategic, forward-thinking approach consistently achieve targets, while my problem-solving skills, and strong analytical abilities help me drive operational excellence.
Overview
8
8
years of professional experience
Work History
Specialist – Customer Support
IntouchCX
Benagluru
07.2024 - Current
- Led a KYC and chargeback support team, ensuring adherence to compliance protocols for U.S.-based banking clients.
- Functioned as an SME for operational issues, documentation gaps, and audit handling.
- Tracked and optimized KPIs, attendance, and team shrinkage, ensuring smooth day-to-day functioning.
- Delivered personalized feedback, managed conflict resolution, and maintained top-tier performance.
- Investigated root causes, implemented corrective action plans, and developed SOPs.
- Oversaw SLA compliance, handled team escalations, and conducted skill-gap analysis through consistent feedback loops.
- Played a key role in mentoring team members, and improving ownership of case resolutions.
- Conducted Tier 2 customer service support, handling sensitive and complex cases with empathy.
- Led internal training and client briefings to standardize support practices.
- Improved CSAT and issue resolution TAT by coaching team members on soft skills and technical handling.
- Maintained strong communication standards, and redirected queries to internal departments for efficient closure.
- Fostered trust with the clients through transparent, empathetic interactions.
Process Trainer
IntouchCX
Benagluru
01.2023 - 06.2024
- Achieved target results by enhancing and changing teaching strategies to maximize progress.
- Developed training materials for new employees to streamline the onboarding process.
- Collaborated with management to identify skills gaps and develop targeted training initiatives.
- Organized logistics such as scheduling, facilities setup, equipment preparation, and material distribution for all planned sessions.
- Provided one-on-one coaching and mentoring for employees experiencing difficulties or requiring additional support during the training process.
Senior Consultant - Customer Support
IntouchCX
Bengaluru
02.2021 - 12.2022
- Receiving customers' emails and chats for inquiries, complaints, opinions, etc. And solving them, or directing them to relevant departments for solutions.
- Working cooperatively with key team members and customers.
- Build sustainable relationships of trust through open, interactive communication.
- Handled escalations and created SOPs for the training batches.
- Mentored junior consultants, providing guidance on best practices, and industry trends.
- Identified areas of improvement within existing processes and systems and recommended changes accordingly.
Internship - Robotics Process Automation
Vincix
Rome
09.2017 - 04.2018
Education
Bachelor of Computer Applications - Computer Science
Acharya Institute of Management & Sciences
Bengaluru, India07-2015
Master of Science - Information Technology
University of Siena
ItalySkills
- Operational enhancement
- Conflict management
- Root-cause analysis
- KPI and SLA monitoring
- Feedback and performance reviews
- Critical thinking
- Cross-functional collaboration
- Quality assessment
Accomplishments
- Implemented targeted training programs and process improvements, resulting in a 20% increase in first resolution time and a 15% reduction in average handling time
- Awarded scholarships for the top five academic performances during my academic career
- Designed digital graphics and promotional materials for social media campaigns to support a social cause
- I assisted my mother in starting her own business by helping with planning, marketing, and operations
Languages
Hindi
First Language
English
Advanced (C1)
C1
Punjabi
Advanced (C1)
C1
Timeline
Specialist – Customer Support
IntouchCX
07.2024 - Current
Process Trainer
IntouchCX
01.2023 - 06.2024
Senior Consultant - Customer Support
IntouchCX
02.2021 - 12.2022
Internship - Robotics Process Automation
Vincix
09.2017 - 04.2018
Bachelor of Computer Applications - Computer Science
Acharya Institute of Management & Sciences
Master of Science - Information Technology
University of Siena
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