Jatinder Singh Sekhon
Ludhiana
Summary
Highly skilled professional with 10.6 years of experience in finance, technology, and customer support. Seeking a challenging full-time position to utilize strong interpersonal skills, excellent time management, and problem-solving abilities. Specialized in providing exceptional service and leveraging technology products to make a positive impact in the field. Driven by a desire for personal and organizational growth, with a continuous eagerness to learn and enthusiasm for working with various technologies.
Overview
12
12
years of professional experience
Work History
Senior Process Associate
Process : Data Exchange, ADP India
06.2022 - 02.2024
- Managed orders from first contact to completion
- Resolved customer receivable issues in positive and timely manner
- Responsible to handle US State Unemployment Tax Rates information and responsible to handle10 states
- Maintaining accurate and up to date client tax rates
- Analyzing and validating data using MS Excel, updating records, storing documents and submitting for audits
- Providing timely responses to questions and issues requests generated by other teams and clients
- Achieving individual targets and contributing additional support to team will be first priority
- Actively work with colleagues to share and cross train knowledge across team
- Collecting the data for all the states and building dashboards for the presentations
- Doing deep analysis to find the root cause for any kind of escalations, it reduces the chance of any more escalations in future and increases the overall performance of the team
- Maintained accurate documentation of processes, facilitating easy reference for internal audits and knowledge transfer.
Quality Analyst
Process : Teletext Holidays, Teletext India Ltd
05.2021 - 09.2021
- Analyzed quality and performance data to support operational decision-making.
- Handled critical escalations
- Auditing calls and emails on weekly basis.
- Collecting and preparing data for covid refunds
- Created and revised procedures, checklists and job aids to reduce errors.
- Giving feedback to individuals to improve there process knowledge.
- Audited 15 calls and 15 emails in week for every individual.
- Developed and maintained quality assurance procedure documentation.
Senior Executive - Operations
Process : Alpharooms, Teletext India Ltd
05.2020 - 02.2021
- Boosted operational efficiency through implementation of lean principles, resulting in reduced waste and improved production timelines.
- Explaining customers about different options for Hotels and Flights.
- Preparing Quotations related to Requirements of customers for flights, hotels and transfers.
- Managed approximately 40- 50 incoming calls and emails in day
- Preparing Sales Reports
- Preparing Daily Reports
- Training new joining about products sold by Alpharooms.com
- Explaining new joining about tool use to confirm flights and hotels.
Executive - Operations
Process : Rock Insurance, Teletext India Ltd
02.2019 - 04.2020
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
- Explaining customers about Insurance products in detail.
- Preparing Quotations related to Requirements of customers for travel insurance.
- Helping them to add their medical conditions to travel insurance.
- Handled chats and emails with clients and customers
- Preparing Sales Report
- Training new joining about product
- Auditing calls, emails and chats to make sure quality is never compromised
- Developed innovative solutions to complex problems, resulting in improved organizational performance.
- Preparing and conducting process knowledge tests on monthly basis.
Senior Accountant
RBA Associates
06.2015 - 12.2018
- Taking care of financial records, budgets, and financial statements
- Ensuring financial records are accurate and up-to-date
- Preparing financial statements, such as balance sheets, cash flow statements, and profit and loss statements
- Assisting with audits and performing financial audits to find discrepancies
- Creating staff payrolls
- Mentoring and training accounting staff
- Overseeing accounts payable and receivable
- Preparing and filing tax returns
Accountant
Ramakrishna Enterprises
04.2012 - 05.2015
- Taking care of accounts and all transactions to avoid any loss to organization
- Tallying balance sheets
- Auditing Sales Reports
- Streamlined month-end closing processes, resulting in reduced time spent on financial reporting tasks.
- Handled day-to-day accounting processes to drive financial accuracy.
Education
Bachelor of Commerce - Taxation
Osmania University
Hyderabad, Telangana03-2011
10+2 - Commerce
Central Board of Secondary Educations
Hyderabad03-2008
Skills
- Teamwork and Collaboration
- Keen problem solver
- Order management and processing
- Analytical and Critical Thinking
- Excel- Functions & Formulas
- Basic Excel Macros
- Data Analysis
- Dash Boards Building
- Data entry
- Process documentation
Core Qualifications
- Extensive knowledge of customer and clients management procedures.
- Strong ability to identify and resolve process issues.
- Familiar with MS Office applications.
- Outstanding ability to interact with customers and clients.
- Exceptional communication skills and personnel training qualities.
- Very strong presentation and negotiating skills.
- Adoption of new technology.
- Team building Skills.
- Interpersonal Communication and Analytical Skills.
- Quick Learner
Accomplishments
- Recognized with monthly Rewards and Recognition awards for multiple times on the basis of good performance in solving client queries and day to day activities
- Maintained good accuracy and consistently met the set individual targets with quality. Achieving the individual targets and contributing additional support to team.
- Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).
- Became the lead “go-to” person for new reps and particularly challenging calls as one of the company's primary trainers of new and established employees.
- Helped company attain the highest customer service ratings (as determined by external auditors) earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
- Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.
- Serves as a basic point of contact for customers with complaints, queries, request, feedbacks etc.
- Ensures that all the request, queries and complaint of customer are responded in a timely and professional manner.
- Supervised team of 10 -15 staff members.
Languages
English
Advanced (C1)
Hindi
Advanced (C1)
Punjabi
Bilingual or Proficient (C2)
Hobbies
- Listening to music.
- Cooking.
- Reading automobile magazines.
Timeline
Senior Process Associate
Process : Data Exchange, ADP India
06.2022 - 02.2024
Quality Analyst
Process : Teletext Holidays, Teletext India Ltd
05.2021 - 09.2021
Senior Executive - Operations
Process : Alpharooms, Teletext India Ltd
05.2020 - 02.2021
Executive - Operations
Process : Rock Insurance, Teletext India Ltd
02.2019 - 04.2020
Senior Accountant
RBA Associates
06.2015 - 12.2018
Accountant
Ramakrishna Enterprises
04.2012 - 05.2015
Bachelor of Commerce - Taxation
Osmania University
10+2 - Commerce
Central Board of Secondary Educations
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