Summary
Overview
Work History
Education
Skills
Disclaimer
Hobbies and Interests
Timeline
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Jaspal Kaur

Jaspal Kaur

Jamshedpur

Summary

Dynamic SME with expertise in team management, customer satisfaction, and performance assessment. Proven ability to drive operational improvements and coach teams to achieve high-impact results.

Overview

15
15
years of professional experience

Work History

SME

Cognizant Technology Solutions
Gurgaon
07.2023 - Current
  • Manages a team of 25+ FTEs supporting Google Ads advertisers with account optimization & analytics.
  • Provides knowledge, resources, and information to support agents, coaching and training them on improving customer interaction and offering guidance.
  • Handles escalations and provides daily/weekly updates on team performance.
  • Conducts performance assessments based on key metrics: CSAT/NPS/TRT and Customer Support Quality.
  • Identifies operational issues and suggests possible improvements for efficiency.
  • Creates Google Spreadsheets for daily, weekly, and monthly reporting

SR. EXECUTIVE USHR

E-TEAM INC
Noida
09.2022 - 03.2023
  • Handling contractors of US & Canada and taking care of their HR issues Coordinating with the business team, payroll team, benefits team, and legal team to help resolve employee concerns. Responsible for training and mentoring new hires. Daily meetings with the supervisor to discuss Team progress and seek advice on critical escalations. Keeping Track of Missing, Not Submitted & pending for approval timesheets on VMS Portals. Prepare reports such as Call Duration, Monthly Follow Up data, 30 days call reports, etc. Responsible for Conducting contractor orientations. Taking care of Terminations & Equipment return Process. Working in collaboration with Business Team, Finance team, Benefits team, Timesheet team, Legal Team. Investigating and resolving complex or critical employee relations issues in a timely and effective manner. Creating tickets on HubSpot portal which speeds up the process for the resolution. Taking care of Benefits such as Medical, Dental and Vision. Handling cases of H1B filing and assisting Immigration team with the process. Taking care of issues related to 401k Benefits and coordinating with partner to resolve any issues

Process Associate for Google Pay and Play Digital Content

Genpact India Pvt. Ltd.
05.2017 - 08.2022
  • A member of the Google Payment Service team.
  • Advised users from all across the globe on utilizing the service for making payments.
  • Provided premium users of Google Payments Service from US and UK additional advice and assistance on monetary transactions.
  • Analyze, troubleshoot, or provide technical assistance over user payment failures on any Google product.
  • Maintained customer satisfaction at the highest level along with accuracy and timely resolution at 95%.
  • Because of my excellent written communication, was moved to the Google Payments Service Correspondence Team.
  • Took up the additional responsibility of assisting the team with resolutions for high-value customers and in critical customer situations.

Senior Consultant for Dell Order Management Process for EMEA Region

Sutherland International
10.2016 - 03.2017
  • Attending monthly calls with Dell Stakeholders to set expectations related to Volumes vs Support management.
  • Working on offline purchase order requests sent by the sales engagement manager from different Regions.
  • Provide assistance on customer queries and follow up with sales engagement managers on a timely basis meeting the SLA.
  • Processing requests according to customer requirements.

Customer Care Executive for Comcast Blended Process

Convergys
01.2014 - 03.2015
  • Resolve UK customer inquiries and customer service-related issues by making outbound telephone calls and resolving customers' queries over chats and emails.
  • Responsible for supporting Comcast business service in providing world-class service to customers by promptly answering customer inquiries, upgrading existing customer services and even winning back former customers.
  • Work with the team to ensure excellence in customer service with every customer contact.
  • Facilitates the sale of Comcast Internet, Voice, and TV services to small and mid-size businesses to new and existing customers.

Customer Care Executive for Tata Sky Contact Center

Tata Business Support Service
10.2010 - 04.2012
  • Handling Indian customers for Tata Sky inquiries.
  • Recognizing the difficulties of customers and helping them troubleshoot and fix them.
  • Motivating existing customers to use new and upcoming products and services.
  • Achieving all types of targets.
  • Handling all types of calls and then forwarding them to concerned departments.
  • Provide Technical support over the call and provide troubleshooting steps over the call.

Education

BACHELOR OF COMMERCE -

KOLHAN UNIVERSITY
01.2012

INTERMEDIATE EDUCATION -

JAMSHEDPUR PUBLIC SCHOOL
01.2009

MATRICULATION -

DBMS ENGLISH SCHOOL
01.2007

Skills

  • MS PowerPoint
  • Team management
  • Performance assessment
  • Data analysis
  • Customer relationship management
  • Reporting automation
  • Process improvement
  • MS Outlook
  • MS Word
  • MS Excel
  • Other Computer Basic Knowledge

Disclaimer

I hereby declare that the above-written particulars are true to the best of my knowledge and belief.

Hobbies and Interests

  • Browsing about Space
  • Net surfing - Movies and Music
  • Reading Mythological Texts
  • Meditation
  • Travelling

Timeline

SME

Cognizant Technology Solutions
07.2023 - Current

SR. EXECUTIVE USHR

E-TEAM INC
09.2022 - 03.2023

Process Associate for Google Pay and Play Digital Content

Genpact India Pvt. Ltd.
05.2017 - 08.2022

Senior Consultant for Dell Order Management Process for EMEA Region

Sutherland International
10.2016 - 03.2017

Customer Care Executive for Comcast Blended Process

Convergys
01.2014 - 03.2015

Customer Care Executive for Tata Sky Contact Center

Tata Business Support Service
10.2010 - 04.2012

BACHELOR OF COMMERCE -

KOLHAN UNIVERSITY

INTERMEDIATE EDUCATION -

JAMSHEDPUR PUBLIC SCHOOL

MATRICULATION -

DBMS ENGLISH SCHOOL

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