Jiten Jagirdar
Account Specialist I
Mumbai,MH
Summary
Account Specialist I with a focus on POA SME audits, procedure recertifications, and complex query resolution. Partners with operations leaders through CSAT/DSAT analysis, preparing 16+ reports per month, and SLA tracking to surface service gaps and improve team performance. Contributes to process control through governance calls, queue integration work, and capacity savings initiatives.
Overview
1
1
Certification
28
28
years of professional experience
Work History
Account Specialist I
JP Morgan Chase Bank
Mumbai, Maharashtra
06.2015 - 07.2024
- Executed Power of Attorney (POA) SME audits, procedure and letter recertifications, and led governance calls while resolving complex queries.
- Managed end-to-end CSAT/DSAT analysis for the Mumbai team, creating insightful executive decks and trend reports to drive performance improvements.
- Served on secondment as Business Analyst (Jan 2020 – Jul 2024), hosting daily SLA calls across Mumbai and San Antonio, creating dashboards, and reporting key operational issues.
- Led process optimization projects including Bad Demand Analysis (saving 13 FTEs) and the consolidation of 8 operational work queues.
- Selected for Talent Development Season 1; successfully completed a CSAT deep-dive analysis project and mentored 4 individuals to accelerate their learning curve.
Risk Management Analyst (Fraud Inbound)
JP Morgan Chase Bank
Mumbai, Maharashtra
03.2012 - 06.2015
- Evaluated inbound fraud cases and maintained a consistent high-performance rating of "High Meets" throughout the tenure.
- Completed a CSAT bottom-quartile analysis evaluating over 300 calls, delivering critical insights to Team Leaders for targeted coaching.
Assistant Process Training Manager
Firstsource Solutions
Mumbai, Maharashtra
12.2007 - 02.2012
- Managed content design, training calendars, and yield percentage reporting across daily, weekly, monthly, and annual cycles.
- Led Training Needs Identification (TNI) and bottom-quartile analysis across operations and training units.
- Supported process migrations and continuous improvement initiatives using Six Sigma methodologies across multiple projects.
- Achieved a 100% success rate in bottom-quartile management for a UK semi-technical process and stepped in as Acting Manager for 3 migrations.
Sales Coach
Firstsource Solutions
Mumbai, Maharashtra
10.2006 - 11.2007
- Developed comprehensive training programs to enhance sales team performance and product knowledge.
- Implemented coaching strategies that improved individual sales techniques and customer engagement.
- Analyzed sales metrics to identify trends and inform targeted coaching initiatives.
- Facilitated workshops focused on effective communication and negotiation skills for diverse sales staff.
Process Officer Team Lead
Firstsource Solutions
Mumbai, Maharashtra
01.2006 - 09.2006
- Managed teams of 18–22 associates, driving attrition control, coaching, team bonding, and performance RAG analysis.
- Appointed as "Super Coach" to mentor 3 external Team Leaders alongside managing core team operations.
Operations Advisor
Firstsource Solutions
Mumbai, Maharashtra
03.2004 - 12.2005
- Handled inbound customer service calls for UK Retail Banking Operations, ensuring strict adherence to financial regulatory laws.
- Cross-sold relevant financial products and mentored new advisors as Floorwalker during On-the-Job Training (OJT).
Assistant Manager of Business Development
Cipher Solutions
Mumbai, Maharashtra
03.2000 - 03.2004
- Supervised 6 Trainers and 2 Marketing Executives while driving business development initiatives.
- Designed and executed e-commerce solutions using ASP server-side processing, ActiveX controls, COM components, and Java chat servers.
Senior Executive Marketing
Sky Weigh Marketing
Mumbai, Maharashtra
05.1996 - 12.1999
- Spearheaded sales and marketing efforts for weighbridges across key regional territories from Nariman Point to Valsad District.
Education
Second Year Bachelor of Commerce - undefined
Mumbai University
Higher Secondary Certificate (H.S.C.) - undefined
Mumbai Board
Secondary School Certificate (S.S.C.) - undefined
Bombay Board
Skills
Process training & instructional design
Team leadership & operations management
Training needs identification (TNI)
CSAT & DSAT analysis
SLA management & dashboard reporting
Workforce planning
Performance coaching
Business process analysis
Root cause analysis
Quality management systems
Quality scorecards
Employee engagement
Service level optimization
Certification
Professional Certification: Advanced Certificate in Internet & Java Programming (ACIJP) – Aptech Computer Education (Mumbai University Certified)
References
Amit, Shalekar, Executive Product Director, +91 98205 08892, J P Morgan Chase Bank
SIGNATURE ACHIEVEMENTS
Spearheaded DSAT and bottom quartile analysis for JP Morgan Chase, identifying critical trends and deep-dive insights that drove targeted coaching and process improvements., Optimized team SLA performance and workflow capacity by hosting daily service level calls and executing the strategic merging of 8 operational work queues., Conducted Bad Demand Analysis projects that identified process inefficiencies, resulting in a projected structural saving of 13 FTEs., Delivered a 100% success rate in bottom quartile management and achieved a 95% aggregate sales target penetration across UK banking portfolios., Selected for elite Talent Development programs and served as Acting Manager and Super Coach, successfully mentoring multiple Team Leaders and subordinates toward vertical promotions., Designed and executed comprehensive process training and STS coaching programs for over 170 agents, resulting in top-tier performance rankings across sites., Awarded the "Extra Miler Award" multiple times and consistently earned top-quartile performance ratings (High Meets / Exceeds Expectations) across JP Morgan Chase and Firstsource.
Timeline
Account Specialist I
JP Morgan Chase Bank
06.2015 - 07.2024
Risk Management Analyst (Fraud Inbound)
JP Morgan Chase Bank
03.2012 - 06.2015
Assistant Process Training Manager
Firstsource Solutions
12.2007 - 02.2012
Sales Coach
Firstsource Solutions
10.2006 - 11.2007
Process Officer Team Lead
Firstsource Solutions
01.2006 - 09.2006
Operations Advisor
Firstsource Solutions
03.2004 - 12.2005
Assistant Manager of Business Development
Cipher Solutions
03.2000 - 03.2004
Senior Executive Marketing
Sky Weigh Marketing
05.1996 - 12.1999
Secondary School Certificate (S.S.C.) - undefined
Bombay Board
Higher Secondary Certificate (H.S.C.) - undefined
Mumbai Board
Second Year Bachelor of Commerce - undefined
Mumbai University