Jasprit Singh Rana

C-***, Parijat, Rohan Mithila,

Airport Road, Viman Nagar,

Pune - 411014

Tel : 777-***-****

Email : aduirt@r.postjobfree.com

Date of Birth – 29th Aug 1976

Objective:

To enhance my profile with a rich and variety of challenging tasks and bigger responsibilities by working in a environment which gives me the opportunity to utilize my potential of leadership, team building, motivation and the will to win with a sole aim of building a successful and a satisfying career.

Work Experience:

27th Feb 2015 Till Date

TCS

Company Background

TCS being one of the leading organizations in IT and BPS sectors and being one of the most valuable brands worldwide have acquired pristine clients from across the globe. Results are nothing else but a representation of the core TATA value “Customer First”.

Below are the projects handled within TCS

Currently deputed as a Business Analyst with Standard Life Aberdeen (abrdn)

02nd Nov 2021 – Till Date

Job Profile – Business Analyst

Role Purpose – Customer Service Delivery Operations

Receive information from multiple sources

Upload the information into client application. Validate the information.

Provide suggestion on process improvement.

Document new situations that can arise.

To build reference document for future reference.

Create Business Related Document (BRD) as per the specification.

Getting the BRD approved from the stakeholders.

Analyze workflow and bridge the gap/short comings with process improvement.

Liaising with the testing team to make sure that the BRD is followed and the expected results are obtained.

Unexpected results are noted and reported/discussed/rectified with the association of the stakeholders/development team.

10th Nov 2020 - 01st Nov 2021

Morgan Stanley (Mortgages)

Job Profile –

Data Analysis for process improvement

Liaising with the Agile and Scrum tam to improve the process deliverables.

Suggested 4improvement ideas. One approved and implanted.

Process delivery improved from 42% to 60% in one and 45 days.

Daily calls handling with Agile and Scrum team along with the stake holders to understand progress

Leading calls with the IT and Agile team for system enhancements.

27th Feb 2015 – 31st Oct 2020

Business Specialist (Telstra)

Job Profile:

Tracking data flow inwards and outwards.

Assisted in designing a tool names a Workflow+, which simplified the daily opeaations.

Giving Intel on productivity for the process Business Unit wise.

Was nominated by the client as the single point of contact for the development of CEM.

Heading the elaboration and the deployment of new systems. (CEM – Customer Experience Management)

Leading the calls with IT on any updates to be made to the exciting systems.

Coordinating between the operations and the Development team for the automation and the enhancements needed.

Heading testing sessions post development to make sure that the UI works as per the design.

Liaising with the Master Black belt (Onshore) for the reduction of orders falling in Jeopardy.

Preparing the Governance Pack for the clients.

Author for work instructions and SOP for CTOW and critical metrix.

Handling CTOW (Clean ticket of work), which is a very client centric metric. And keeping it under the desired %.

Real time client request on business intelligence.

Providing business intelligence data on a daily, weekly and monthly basis.

Liaising with different departments like NBN, Wireline to make sure that the escalated orders are complete on time.

Managing system incidents as and when they rise.

Have been credited as the Co-author for the Work Instructions created due to the inputs and the process expertise provided.

Have mentored 3 Six Sigma projects and seen then through completion.

Providing incites to client for any system and process upgrades as and when needed.

Mentoring and guiding team members as and when needed.

Process expertise help me guiding the team and the CM’s with on the spot resolutions.

Currently heading a team of 23 associates of different Business profiles.

Achievements:

Successfully completed the Six Sigma certification (Green Belt). (Clean Ticket of work)

Have used my process expertise to complete my Six Sigma certification. This helped me in completing a project (Revenue Savings – Clean Ticket of Work) with revenue savings.

Dec 2011 till 25th Feb 2017

Project Manager

JK Interiors

Company Background

Cubic Interiors is a leading organization for interior design. It specializes in residential and corporate interiors. Together we pilot a well-balanced team of talents, specializing in diverse areas like turnkey projects, 3D design modeling, site supervision and quality assurance. Having a great zeal and devotion to create something par excellence. Since then, the company has grown from a fledgling to a name to reckon with in the fields of its activity.

Job Profile:

Client acquisition

Planning, organizing, controlling and evaluating the activities of a residential and commercial building or renovation company

Preparing bids and BOQ (Bill of Quantity) for the clients.

Liaising with clients, engineers, and architects for the plans and specification.

Meeting sub contractors and employing them to do specialized work. Such as Plumbing, waterproofing, electrical etc.

Plan ad prepare work schedule and coordinate with the sub contractors.

Inspect the work performed by to ensure the quality of the work done and make sure it is as per the specifications.

Maintaining and preparing the log and directory of suppliers and sub contractors.

Develop and market the company along with the products.

Client co-ordination.

Obtaining appropriate approvals for the job to be started.

Obtaining approvals on the designs to be executed.

Making sure that the site is under way on the date and time discussed with the client.

Making on-site visits daily, and if needed staying back to make sure that everything is under control.

Taking approvals on samples to avoid ambiguity at a later stage.

Handing over the site with the timelines mentioned and agreed upon.

Managing work force

Managing work schedule.

Financial planning.

Feb 2007 - 6th Dec 2011

WNS Ntrance Customer Service Pvt Ltd.

Company Background

Ntrance as a company is known for its diversity and complicity in the kind of insurance processes that it handles.

GPP. IPP and GI Recoveries are a few to name so.

Team Leader (GPP2006/GI Recoveries)

Job Profile:

Handling a team of 34 handlers.

Keeping a check on the process quality and making sure that it is above the bench mark set.

Making sure that the FSA standards are met and are kept under control.

Making sure that the recovery targets are met as it being a recoveries project.

Making reviews and presenting them to the management on a weekly basis.

Handling Team member concerns on Process and personal front.

Process expertise helped me in providing first time resolution.

Before taking up the Recoveries process, was aligned with the Life and Pensions vertical till 3rd Aug 2009.

Was handling the billing task for the process with a team size of 19.

Making the weekly service review for the clients onshore.

Managing work flow on two systems.

Achievements:

Awarded as TL of the month quite a number of times, latest being Jan 2011.

Also bagged the No1 award as a team in the GI contest.

October 2005 to Feb 2007

Ventura India

Company Background

Ventura as an organization is stated in the UK and now in India. Ventura has some esteemed clients like BMI, BCA, British Gas, and also Next which owns Ventura. Ventura is the second largest BPO in UK and is also known for its inbound business.

Team Leader (BCA)

Job Profile:

Handling a team of 16 advisors.

Reporting to the Team Manager

Keeping a check on the process quality and making sure that it is kept above the target set by the client.

Achieving SLA’s and making sure that the process is in Geen.

Handling calibration sessions with the clients.

Conducting interviews when needed.

Conducting conference calls with the clients to propose improvements and also implementing the same.

Worked on SAP and was also involved in trouble shooting the system with the help of the foreign counterparts.

Achievements:

Awarded TL of the month consecutively for three months (Jan – March 06)

Minimized attrition for the process.

April 2004 – October 2005

GTL Pune

Company Background:

GTL is very well known for its outbound sales. Major clients been O2, Tele2, Providian and many more. GTL is based out of Mumbai.

Team Leader (Tele2)

Job Profile:

Responsible for the team of 25 handlers.

The profile resolved around mentoring team members, monitoring process quality, collating agent score cards.

Coordinating with training and quality departments so as to enhance production efficiency.

Responsible for coordinating with the client for process improvements and also setting up of guidelines.

Also handling the verification function which enabled GTL to provide error free sales report to the client.

Launched the verification process for the organization.

Conducted training for the new hires.

Achievements and courses completed during the tenure:

Successfully completed the COPC certification with the certificate.

Also completed the Ontrac certification for Team Leaders with 4 stars.

September 2003 to April 2004

Sutherland Technologies – Mumbai:

Company Background:

Sutherland as an organization is based at Rochester and also has its branches in Mumbai and Chennai. Major clients being HP and DELL.

Second Level Tec. (L2)

Job Profile:

Taking high level escalations.

Doing testing on new systems launched and also providing feedback to the client.

Also taking care of the CSAT for the entire process.

Aug 2002 – Sep 2003

Wipro Spectramind - Mumbai

Company Profile:

The name says it all with branches in Mumbai, Pune and also Belapur. Wipro had some big names to the hat like DELL, AOL, Delta, and American Express to name some. Dell was the biggest profit making process.

Tech Support Associate. (DELL)

Job Profile:

Providing first level support to the customers via troubleshooting the Dell systems, which included hardware and software.

Educational Qualification

B.Sc. Chemistry from Nowrosjee Wadia College.

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