Jasmer Singh
Group Team Lead - Operation
Panchkula
Summary
Professional leader with extensive experience in managing and motivating teams to deliver excellent results. Known for fostering collaborative environment and adapting to dynamic business needs. Skilled in strategic planning and performance management, ensuring consistent team success and high levels of productivity.
To use my skills as a Manager, to obtain a secure and challenging position that allow me to utilize my knowledge, problem solving, organizational and interpersonal skills.
Overview
19
19
years of professional experience
3
3
Languages
Work History
Group Team Leader
Tech Mahindra Limited
01.2023 - Current
- Currently serving as Group Team Leader for the AT&T Wi-Fi Service Assurance Program.
- Lead the AT&T Sales Offload, Service Delivery Management Program.
- Oversaw three Lines of Business (LOBs) within the Emerging Program, including the AT&T Fusion – Proactive Pain Point Preventive Program, AT&T Fusion – Billing Backlog Reduction Program, and AT&T Fusion – Acquisition Program.
- Led associate focus groups and meetings to gather suggestions, address concerns, and enhance relationships between team members, and management.
- Oversaw performance management by identifying improvement areas, providing feedback, and implementing action plans.
- Built strong relationships with customers through positive attitude and attentive response.
Team Leader
Tech Mahindra Limited
08.2016 - 12.2022
- Functioned as Team Leader for a series of AT&T projects, including the AT&T Rhinestone – Network Provisioning Project, the AT&T Sale Planning Manager – Data Analyst Project, and the AT&T Fusion – RAD Program.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Senior Quality Analyst
Tech Mahindra Limited
05.2014 - 07.2016
- Streamlined quality assurance processes through the development of comprehensive test plans and checklists.
- Conducted regular audits of internal processes, identifying opportunities to enhance overall product quality and consistency.
- Partnered with management to create, develop, and implement quality initiatives, ensuring confidentiality, availability, accuracy, and integrity of data.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality, while increasing productivity.
- Leveraged strong analytical skills in monitoring performance statistics against established benchmarks, identifying opportunities for targeted improvements in specific areas.
Sr.Associate Technical Support
Tech Mahindra Limited
03.2011 - 04.2014
- Facilitated voice and data services for AT&T customers, and completed network provisioning tasks.
- Addressed critical tickets promptly, and provided application support within established SLAs.
- Perform application support for customer-reported issues while adhering to the established SLAs and company SOPs.
- Trained and supported new team members, maintaining culture of collaboration.
- Collaborated with cross-functional teams to drive successful completion of complex projects within deadlines.
Sr.Customer Care Executive
IBM Daksh Private Limited
05.2007 - 09.2010
- Managed customer queries concerning Citi Bank’s corporate accounts and loan services. .
- Enhanced associate competencies by providing training to newly hired team members.
- Improved first-call resolution rates by implementing troubleshooting guides for common issues faced by customers.
Education
M.Sc - IT -
Lovely Profession University
04.2001 -
MBA (Finance) - undefined
Sikkim Manipal University
01.2014
B.Com -
Panjab University
06-2007
Senior Secondary (10th+2) -
CBSE
05-2004
Higher Secondary (10th) -
CBSE
05-2002
Skills
Customer focus
Operations management
Staff management
Quality control
Crisis management
Analytical thinking
Team motivation
Coaching and mentoring
Accomplishments
- Awarded with ACE (Four Time): Associates Consistently Excel Award to felicitate the consistent top performers.
- Awarded as Retention Champ for maintaining minimum shrinkage in the team.
Interests
Music
Sport
Personal Information
- Father's Name: Amarjit Singh
- Mother's Name: Mohinder Kaur
- Date of Birth: 1986-05-07
- Marital Status: Married
Date
Current
Personal data processing
I hereby declare that the information given above is true to the best of my knowledge and belief.
Timeline
Group Team Leader
Tech Mahindra Limited
01.2023 - Current
Team Leader
Tech Mahindra Limited
08.2016 - 12.2022
Senior Quality Analyst
Tech Mahindra Limited
05.2014 - 07.2016
Sr.Associate Technical Support
Tech Mahindra Limited
03.2011 - 04.2014
Sr.Customer Care Executive
IBM Daksh Private Limited
05.2007 - 09.2010
M.Sc - IT -
Lovely Profession University
04.2001 -
MBA (Finance) - undefined
Sikkim Manipal University
B.Com -
Panjab University
Senior Secondary (10th+2) -
CBSE
Higher Secondary (10th) -
CBSE