Jaspreet Singh Gill

• Managed 200+ direct and indirect reports, including 11 Team Leaders and 190+ Advisors, overseeing blended Chat and Phone support operations for an international healthcare staffing organization.
• Demonstrated strong self-motivation with a high level of accountability and ownership in achieving team and organizational goals.
• Exhibited excellent verbal and written communication skills, effectively engaging with stakeholders across all levels.
• Supported daily operations by driving efficiency, Transformation, collaboration and productivity across cross-functional teams.

• Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
• Implemented and developed operational standards, policies and procedures.
• Held monthly/Weekly meetings to create business plans and workshops to drive successful business.
• Provided strong leadership to enhance team productivity and morale.

Was handling a Payroll Project. Managing a team of 50+ Advisors

• Handling a team of 219+ direct and indirect reportee's, with 9 TL's and 200+ Advisors and 10 SME handling Chat and Phone (Blended customer base) for an International E commerce Client
• Self-motivated, with a strong sense of personal responsibility.
• Excellent communication skills, both verbal and written.
• Assisted with day-to-day operations, working efficiently and productively with all team members.

• Driving client metrics and achieving the desired goal
• Continuous performance management, Attrition Management, Shrinkage Management and Employee Management were the key metrics.
• Initiated process improvements based on thorough analysis of internal operations data resulting in enhanced productivity levels.
• Managed cross-functional projects, ensuring timely completion and alignment with company objectives.

• WFM (Workforce Management), Team Leader-Operations & AM Operations
• Expertise in Vehicle Insurance, Travel, Telecom and Food Delivery Giant
• FMEA Compliance Reduction Project Handled for Insurance Process as a Quality lead and successfully bought down the NC% from 8% to 3.25
• As an TL-operation handled a Pro-care LOB for Insurance and increased the Lead generation rate from 68% while we started the New LOB to 82% in 3 months of time
• With implementing different dialing strategy to increase the connectivity and lead generation.
• Evaluated operational metrics regularly to identify areas for improvement and implement corrective actions accordingly.
• Managed daily staff scheduling, ensuring optimal coverage during peak hours while minimizing labor costs.

• Worked as a CCE - Customer Care Executive for KOLNitro NE Prepaid India (Bharti Airtel).
• Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.