● MS Office- Excel, PowerPoint & Word
JASPREET SAGI
Customer Service Specialist
Summary
Proactive customer service specialist dedicated to meeting and exceeding expectations at every interaction. Timely and professional with extraordinary communication skills and ability to build and cultivate relationships to drive business. Actively seeking a customer service specialist role where I can utilize my experience to add immediate value to an organization.
Overview
16
16
years of professional experience
1
1
Certification
4
4
Languages
Work History
Customer Experience Coach (L&D)
Flipkart Pvt. Ltd
Pune
09.2017 - Current
- Induction of Fes: Introduction to Operations, Assessment, soft landing into the team at the delivery Hub Deliver refresher training to the team in the hub on current processes & changes advancements introduced sustain learning beyond centralized classroom sessions
- Ensure compliance to standards / norms & highlight & bridge gaps if any
- Feedback for the field (FEs) with the relevant designated POCs, and ensure closure on the feedback loop where possible be the voice of Fes
- Maintaining data on FEs in EKL on training, assessments & on-field performance, ensure focused refreshers for the non-performing FEs
- Maintaining MIS (Records) of training and individuals performance
- Motivate the team to outperform 2-way feedback sharing sessions with field executives
- Share best practices for ensuring the best customer experience
- Coordinating with Operation to identify training gap for operation to run smoothly
- Individually Handily 10 Delivery Hub 250+ FEs for they customer experience matrix like UDBAD FAKE ESACALATION NPS.
Senior Team Leader
Aniket IT Services Pvt. Ltd, AONE
Pune
06.2015 - 05.2017
- Handled a Team Size of 50 Agent's & 02 Team leaders
- Maintaining Daily Attendance & Performance Tracker
- Meeting Shrinkage % on Daily Base
- Meeting the Service Level % on daily base as per target
- Maintaining the wrong SR target at 0.5%
- Maintaining the C-Sat Score up to 100% as per the target
- Conducting Briefing on the daily base for New Updates & Improvement of
- Quality
- Conducting Refresher Training on Product & Soft skills
- Conducting Team Meeting on Weekly Base to Discuss the Last Weak
- Performance & Improvement area
- Grooming the Agents to level Maintain the Company Standards
- Conducting Employee Activities like Birthday Celebrations & RNR
- Preparing Daily Reports to Identify Agent's Performance & Analysis for POA
- Interaction with Clients for Daily Updates and Roadblocks
- Coordinating with the HUB team to meet the Delivery Timelines within TAT to avoid future escalations
- Ensure Reporting as per Defined Norms RCA for the Escalation Cases Within
- Timelines
- Weekly, Monthly Review with Clients to have Better Understanding as to where Process Stands
- Conducting Call Calibration with Quality Team to Understand the
- Improvement Area & Current Stand.
Team Leader
V-Customer Pvt Ltd
Pune
09.2010 - 12.2013
- Meeting Shrinkage % on daily base
- Meeting the Service Level % on daily base as per target
- Meeting the wrong SR target at 0.5%
- Resolution Providing feed back to the agents on errors
- Resolution of the Customer Complaints
- Maintaining the Team performance report
- Interaction with clients and advisors related to query handling
- Co-coordinating with the quality team to meet the internal and external quality score
- Monitoring the complaints raised by the Teams as to check the quality levels for the same, in order to ensure that minimum time be taken for the query resolution
- Improve the Accuracy and Productivity of the process
Store Manager
Reliance Communication Pvt Ltd
Pune
02.2007 - 09.2010
- Joined as an Associate and got promoted as “Store Manager” in 27 month., Handled team of 15 executive for Sales, Customer Service & Collection
- Target setting on daily base, to achieving the target given on the monthly base
- Maintaining the C-sat sore up to 100% as per the target
- Keeping follow up with ZOM, FSD & FOS by mapping daily dispute report So that each & every dispute must be resolved within given TAT
- Monthly review with ASM & Cluster head for the target setting
- Outstanding relationship building, training & presentation skills
- Intelligent, articulate & driven to succeed
- Co-coordinating with training team for sales, product refreshers to decrease the error %
- Weekly meeting with store staff to discuss the last week performs, and improvement area and appreciation for the top performer
- Co-coordinating with the collection team to meet the collection target MTD wise and cycle wise
Education
Bachelor of Commerce -
Chhatrapati Shahu Ji Maharaj University
Kanpur 03.2010 - 07.2011
Skills
Communications SkillTime management
Customer and Personal service
Issue TrackingProcess ImprovementOperation ManagementDecision MakingHobbies
Playing BasketBall
Visiting Historical Places
Certification
SIX SIGMA YELLOW BELT
Accomplishments
- Achieved the award of “Star of The Month-Quality “for best performance in V-Customer.
- Rewarded for Low AHT in V-Customer.
- Achieved the award of Extra Miler
- Achieved the award of Best TL in V-Customer for Videocon d2h.
- Achieved the award for “Outstanding Performance BBD-2021 Seller NPS Ki Missal.
Software
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
SIX SIGMA YELLOW BELT
11-2021
Customer Experience Coach (L&D)
Flipkart Pvt. Ltd
09.2017 - Current
Senior Team Leader
Aniket IT Services Pvt. Ltd, AONE
06.2015 - 05.2017
Team Leader
V-Customer Pvt Ltd
09.2010 - 12.2013
Bachelor of Commerce -
Chhatrapati Shahu Ji Maharaj University
03.2010 - 07.2011
Store Manager
Reliance Communication Pvt Ltd
02.2007 - 09.2010