JAIDEEP SINGHContact No.: 09717992546, (011) 25498945 ~ E-Mail: Jaizpal@gmail.com

Location Preference: Delhi / NCR

SNAPSHOT

Over 11 years of experience in the Sales / Customer care and BPO domain. Currently associated with NIIT Yuva Jyoti as Manager – Learning & Development

Adept in managing new projects in sustained manner. Developed and introduced new initiatives & procedures with innovative ideas related to workforce management

for the benefit of people within the organization. Proficient in handling multiple assignments efficiently under high pressure and fast paced environments. Proven analytical abilities, recognized for professionalism & commitment to excellence; skills in interacting

effectively with senior management and associates. A team player with high leadership & motivational skills. Specialized in organizing & managing new projects.

CORE COMPETENCIES

Training & Development Maintaining training reports including training yield, score cards & making performance dashboards. Evaluating the effectiveness of training programs by measuring operational performance, taking feedback and

framing Pre / Post assessment techniques through achievement of set targets & improving upon the same. Improving processes / training initiatives that affect performance, profitability & people through continuous

improvements on a regular basis to meet / exceed Service Level Agreements. Monitoring the call quality. Providing training on the soft skills required in the process.

Customer Care Managing Operations, process level KPI’s. Managing CRM and SMS system. Ensuring SLA, CSAT & quality by Customer service Team. Setting up short & long term goals of the contact center based on the vision of the company. Motivating & ensuring team development. Building process specific bridges between contact center & other departments for complaint resolution.

Team Management Motivate the team & pushing their limits for better performance. Identifying potential areas for grooming employees through measuring performance, regular assessments,

workshops & mentoring. Recruiting, mentoring & managing new recruits for sales and customer care. Familiarizing new recruits with company policies, standard operating procedures & applications for the different

processes. Monitoring the performance of employees to ensure efficiency in operations and meeting of KRA’s.

Module Development Designing & developing, customized training programs based on the training need analysis to meet / enhance

the skills & efficiency. Organizing material and complete writing assignment according to set standards regarding order, clarity,

conciseness, style, and terminology & analyzing its applicability & suitability. Analyzing the developments to determine the need for improvement & development of new training material.

Attainments: Certified trainer from Telecom sector skill council for conducting call center training.

Attended six sigma “Green Belt” Training. Rewarded as “Star of the Month” for streamlining & migrating entire contact center process for DEN Networks

Limited. Conducted Leader ship & Think out of the box training conducted for the top management of DEN Networks. Streamlined the entire training process & contact center of outbound sales agencies for GE money.

ORGANISATIONAL EXPERIENCE

Since Nov’14 with NIIT Yuva Jyoti, Gurgaon as Manager – Learning & Development

National Leader in Education Industry

Key Deliverables: Handling a team of 120 zonal trainers deployed at centers. Hiring & mentoring trainers. Training the trainers on project based products. Quality team Incharge for inspecting & ensuring all the project requirements both infrastructural & delivery are

in line & on time. Travel extensively for Training of Trainers and Center inspection. Conduct performance linked TNI. Prepare internal & Validate external content to ensure training material is providing maximum benefit to the

students. Prepare center wise training plan based on training needs, identified on analysis based on demographic &

cultural conditions of respective location. Handling student assessments. Monitoring student performance in order to ensure smooth external certification. Drive placement opportunities for the students. Maintaining MIS & analyzing reports.

Since July’12-Nov’14 with Siti Cable Networks Ltd. (Zee Network), New Delhi as a Manager Customer Service

National Leader in Cable Television Industry

Key Deliverables: Handling a team of 60 agents for captive inbound center. Handling a team of 10 executives for back end process. Managing Operations, process level KPI’s. Managing process service level. Managing and improving the current CRM and SMS system. Setting up Targets of Individual & team’s working under the domain. Works closely with top management in order to drive the team according to the goals of the company. Coordination with other departments in order to resolve customer complaints within the time line set by

government. Hiring new executives for the Inbound & back end process. Maintaining Quality Parameters. Managing & maintaining continues progress of agents though various trainings. Floating reports related to Call Center to the management. Ensuring Customer Complaints/Service Request/Leads are closed within SLA. Addressing Customer mails directly to ensure error free written communication. Designing IVR & CRM according to process requirement & changes.

Since Aug’08-July’12 with Den Networks Ltd., New Delhi as Assistant Manager- Training & Customer Service

National Leader in Cable Television Industry

Key Deliverables: Managing Operations, process level KPI’s. Handling call center operations for 100 seat process (outsourced). Managing and improving the current CRM and SMS system. Participating in the Hiring process for the team. Maintaining Quality Parameters. Floating reports related to Call Center to the management. Ensuring Customer Complaints/Service Request/Leads are closed within TAT. Addressing Customer mails directly to ensure error free written communication. Assessing the training needs in the process and updating training modules and structure in accordance. Designing and maintaining Knowledge Database for training. Working towards instilling skills for efficient selling in Call Centre and On-field executives. Training the technical and local customer care team on basic and technical features of set-top box. Visiting the company’ offices at different locations to provide training. Evaluating the training been assigned and monitoring the call quality and the call Center for DEN Digital. Preparing soft skill videos to train executives.

Traveled to various cities for Training. Managing the Local Customer Service Team.

June 07- Aug’08 with GE Money, Gurgaon as a Trainer

Global Leader in Non Banking Financial Services

Growth Path: ‘June 07- Aug 08’ Training Supervisor (For all Outbound Centers in India for cross sell Marketing)

Key Deliverables: Managing the operations and sales in the agency at Mathura Road & Naraina. Training executives on credit card and insurance product sale. Training Agents on Non-Life insurance product. Planning for and executing skill enhancement programs (TNA) for agents. Scheduling the trainings in the agencies. Working on preparing effective training modules for the outbound process for insurance & credit card products. Handling the selection and certification of agents. Building the framework for the Quality Process and getting it implemented in coordination with Quality Analysts,

Auditors and Verifiers in the Outsourced agencies. Providing soft skills training to associates to enable to deal with clients proactively.

Nov’04-Jul’06 with Wipro BPO Solutions Ltd., New Delhi as an Executive

National Leader in BPO Services

Growth Path:Nov 04- June 06 Customer Service Executive

Key Deliverables:. Attending to team escalations Handling customer calls with required quality and other process parameters.

SCHOLASTICS

2011 Executive MBA (Marketing) from Vinayaka Mission University (IGNOU) 2007 B.Com (Pass) from Delhi University.2004 XIIth from Guru Nanak Public School, New Delhi, CBSE.2002 Xth from Guru Nanak Public School, New Delhi, CBSE.PERSONAL DOSSIER

Date of Birth: 31st October, 1985 Languages Known: English, Hindi and PunjabiAddress: 13/23, Subhash Nagar, New Delhi- 110027.