MY SHORT BELIEF

“Always strive more to be of value than a success." To my experience, with fast changing customer requirements, stringent business compliances and tough market competition around us has made it highly necessary for today’s business leaders to fast build strong teams by continuously infusing right skills to its people. Keeping your employees motivated, creating an environment conducive for team work and fostering a culture of solving customer problems has become all the more challenging in today’s internet age. I believe, amidst large disruptions and distractions around us all the time, today’s leaders are required to fast find and learn new ways to connect with customers. We all are influenced by fast pace changes happening around us. Arrival of smart phones, availability of internet, and accesses to modern IT infra provides us the great opportunity for ease of doing business at all levels. Today, learning and adoption of new technology by people - to save on both time and money while solving customer problems - is going to be the most crucial ingredient for business survival. Adoption of technology by people is like absorption of sugar in milk. Only after sugar gets fully absorbed by milk, it becomes invisible and enhances the taste of the milk. Similarly technology once fully adopted by people quite invisibly works at

the background and plays a pivotal role in enhancing people’s capabilities. With my 13+ years of experience, I have kept these above trends in mind and my learning revolves around this central idea. People are always going to be the most important asset for me and imparting them with new capabilities to solve customer problems has always been my prime motive. You will find more in depth about my various capabilities in subsequent pages of my CV. We all are part of one ecosystem at the core and are connected. I strive to learn and gain more insight by reading, writing and meeting new people from same and different trade. I am looking forward to meet you, discuss your needs. Please be assured it will be super exciting rendezvous which will be mutually beneficial. I can be reached at my cell number 9971520038 and my email address jagpalonline@gmail.com. Thank you, Jagpal Singh LinkedIn page: https://in.linkedin.com/in/singhjagpal

JAGPAL SINGH Head Contact Center & Service Planning

-- Celebrating 13+ successful years-- jagpalonline@gmail.com Cell: 9971520038 LinkedIn: Http://in.linkedin.com/in/singhjagpal

Experience Summary:- ----Areas of Expertise----

Business Development |BPO Operations |Transitioning |Project Management | Consulting | Training | CRM Solution | Service Delivery| SLA Design and Management | MIS – Reporting & Dashboard |

Handling Large Teams (500+) | Performance Management | Vendor Management | Stakeholder Management |Client Management |Escalation Management | Working across diverse culture

----Education-Accreditation----

PGDBA | Bachelor of Engineering | PMP | Green Belt Certified | ITIL Trained |Cloud Computing

Notable Past Contributions:-

Successfully conceptualizing and designing customer service requirements by integrating them with Seibel CRM software. Thus implementing incident management by coordinating all customer service verticals.

Successfully bringing organizational change by setting up Pan India Centralized Contact Center and integrating it with rest of the organization.

Realized 7 digits financial saving yearly by stream lining the customer connect with Vguard. Successful knowledge transfer through training and knowledge bank creation enabling continuous learning. Successfully designing and implementing the customer satisfaction survey framework to gain customer insight. Setting up Pan India Escalation Metrics in after sale service to track Escalation follow up and timely resolution. Completion of Training of 200 Technicians in record time to provide skilled manpower in service centers. Nominated for International assignment which involved training and orientation for team leaders regarding

BPO operations. Recognized for successfully implemented the idiscover program for improving effectiveness in Driving and

managing performance. Record number of Star Certified Managers in Phase 3 project evaluation in Cognizant, Mumbai. Conferred with “ACE” title for 5 years of consistent performance and growth in Dell in YR 2010

------------------------------------------------------------------------------------------------------------------------------------------

Professional Chronicle:- ----Present----

Designation: Head CC & Service Planning Organization: V-Guard Industries Limited.

Duration: Sep 2013 – Continue ----Previous----

Designation: Independent Consultant Organization: Freelancer

Duration: Sep 2012 – Sep 2013

Designation: Consultant Operations Management

Organization: Qbar Technologies Pvt. Ltd. Duration: Oct 2011 – Aug 2012

Designation: Manager Customer Support Organization: Dell International Services

Duration: Jan 2005 – Aug 2011

Designation: Production Executive

Organization: Hindustan Coca Cola Beverages Pvt. Ltd. Duration: July 2002 – Dec 2005

PROFESSIONAL EXPERIENCE

Designation: - Head CC & Service Planning Organization: - Vguard Industries Limited

Key Deliverables: -

Creating, Delivering and continuously improvising framework for End to End solution to customer service.

Designing and rolling out performance metrics and performance management for all key customer touch points.

Balancing and optimizing Peak and off Peak loads in customer service.

Collaborating, Integrating customer service initiatives to marketing strategies thus ensuring continuous revenue generation for the organization.

Determine customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices.

Devise and implement training programs to improve the quality and productivity of the team.

Bringing in right fusion of technology with people to improve customer service performance in the organization.

Designing and implementing various cost effective technologies tools like SMS service, Email service, website access, customer & Dealer Apps to drive ease of interaction for customers.

Drafting and managing Request for Proposals for suitable Contact Center Outsource partners.

Timely Scaling up, Transitioning and managing service centers, contact centers for optimizing capacity for customer service.

Designing, implementing, publishing and progressively improving the customer service MIS to bring in organizational awareness about trends, problems and possible solutions to customer related issues.

Capacity Planning, Forecasting, Bottle Neck Identification, Downtime management.

Successfully bringing in continuous positive change to achieve better means of serving customers.

Instil a sense of Reward and Recognition in the organization to keep the team motivated to deliver high level of performance.

Ensure compliance with regulatory agency guidelines and standards.

Designation: Consultant Organization: Freelancer

As a consultant I provided consulting and training on various aspects related to operations. My work included using structural approach to impart leaders with tools and methods, which are extremely essential for managing day to day tasks related to people and processes like effectively managing teams, developing people, attrition and absenteeism, setting goals, bottom quartile management and customer centricity. It primarily involved understanding the operational needs and then coaching and mentoring the team leaders on various industry best practices. The objective was to equip them to manage their teams effectively in order to meet client requirements. My PG in Operations management - coupled with rich experience working for Coca Cola, Dell and Ontrac - has played a pivotal role during my consulting assignments. I believe consulting has not only given me with holistic view of problems faced by operations but also provided me with the ability to quickly see through and conceptualize them to identify the most apt solution. My consulting work includes clients like Infosys BPO, Aditya Birla Minacs, Intelenet, TELUS Communication, Cognizant, Capgemini and HCL Technologies.

Designation: Consultant Operations Management Organization: Qbar Technologies Pvt. Ltd.

Key Deliverables: -

Exhibit in depth knowledge of BPO operations and its challenges.

Provide consulting services on matters related to operations Management.

Carrying out training needs analyses;

defining the skill-sets needed to perform different roles;

Managing and increasing the effectiveness and efficiency of team leaders, through improvements to each function as well as coordination and communication between support functions.

PROFESSIONAL EXPERIENCE

Implementation of Operation Assurance Framework in order to drive routines in operations to bring predictability in operations.

carrying out performance assessments to determine the skills gaps between current and desirable learner skill levels;

Drive initiatives in the management team and organizationally that contribute to long-term operational excellence.

Exposure of managing client relationships and expectations.

Strong interpersonal and influencing skills for liaising with various internal departments and client

A pragmatic approach to getting the required results.

Achieving operational targets in a dynamic and complex business environment.

designing training programmes appropriate to the skills needed;

developing an appropriate mix of formal and informal development activities;

ensuring the learning environment and resources support learner needs;

designing course materials and other documents such as handouts, manuals and exercises;

Developing Training Content. Designation: Manager Customer Support

Organization: Dell International Services Key Deliverables: -

Management of resources providing quality end user customer support services across regions. Managing customer support incoming/outgoing call volumes, staffing and running day-to-day activities related to service delivery

Manage overall service delivery including People and Process.

Generate, review and analyze weekly/monthly performance metrics and dashboards to provide regular reporting on the service to senior management. Drive actions plan from it in teams

Improvement in service levels, Productivity and Quality metrics.

Implementing internal Development Plan for Direct Reports.

Work in collaboration with quality team for calibrations to improve call quality scores for direct Reports.

Driving Operation efficiency and resolution with strict adherence to quality.

Sound exposure on retaining and training people.

Generate analysis and setup TNI meeting with mgrs for further discussion.

Identify Bottom quartile and make coaching plan to improve their performance

Robust Leave management and attrition management to help retaining the tenure in the organization.

Establish a culture of Rewards and Recognitions in the team for team member’s continuous higher motivation.

Monitor escalations to ensure customer issues are moving thru the layers of TS.

Handling employee’s grievances and problems to ensure employee satisfaction.

Development and Execution, Data analysis, goal setting and performance monitoring.

Designation: Production Executive Organization: Hindustan Coca Cola Beverages Pvt. Ltd

I joined Coca Cola India as GET through my campus placement. Immediately after graduating through GET, I was given responsibility to manage bottling operation in one of the bottling plant in Ghaziabad. There after I was made part of Performance Improvement team (PIT) with objective to help bottling operations to improve their performance, which includes balancing lines, implementing SOPs, reducing breakdowns.

SCHOLASTIC RECORD Graduation: Bachelor in Engineering (BE) Duration: (1998-2002) Percentage: 79.4 % with Distinction Specialization: Mechanical Engineering Institute: Thapar Institute of Engineering & Technology Post Graduation: PGDBA Duration: (2006 - 2008) Percentage: 72.36% with Distinction Specialization: Operations Management Institute: SCDL (Symbiosis Centre for Distance Learning Achievements: -

1st position in Later Entry Engineering test held in Punjab.

All India 1st position in SLIET test held in Punjab.

Distinction in BE from Thapar Institute of engineering technology.

Distinction in Post Graduation from Symbiosis in Operations management Sports: -

Represented Chandigarh state, in NATIONAL THROWBALL CHAMPIONSHIP

Represented Govt Polytechnic Amritsar in Football Championship, and got 2nd position.

Best Athlete of college for two consecutive years. Represented Thapar Institute of Engineering and Technology in Football Championship, and got 1st position.

RECOMMENDATIONS OF MY WORK Kapil Sharma (Operations and Business Development Professional) Jagpal is an expert in the Call Center industry and excels in the areas of business development and consulting-led sales. I loved his methodological approach from requirement gathering to problem resolution. His experience and contribution in Project research / rollout, vendor Management, Online Market Research as well as Intelligence in Operations & People Management (a combination not easily found) has helped V Guard in running a smooth operations with Canon COE. He is an absolute pleasure to work with and is an asset to the V Guard team. I strongly recommend him. Manish Verma (AVP Operations at Live Technician Technical Solutions) ‘’Jagpal has always been an easy to go with kind of manager. Watching him growing in Dell from one position to another and finally making it to Manager’s position was a true delight as he was one of the torch bearers who spent almost 7 long years in Dell. He is a competent and an ethical professional. A techie to the core with superior people management skills. He would always have eyes to the details and carry a never say die attitude towards work. As an efficient manager, he has accomplished multiple projects and assignments in Dell and fared well in all of them. I remember him taking the challenge of managing a Team of L2’s and L3’s in the all new Dell on Call process wherein Success or defeat of his Team would greatly impact his career. He not only met but exceeded everyone’s expectations taking his team to newer heights of Customer Experience and Sales. Jagpal would be an asset for any company and I strongly endorse his skills and recommend him. ‘’ Somesh Asthana (TOGAF® & IBM Certified Infrastructure Architect) “Jags” as we call him is a great personality. In the years I've known him I've seen him learn and grow enormously. He belongs to a distinct breed of professional who let their work speak for themselves. He is a hard-worker and his thirst to learn and up-skill is endless. He has the mettle do get things done and thrives to be the best in what he does which attributes to his successes. Moreover, He is the most understanding, helpful and humble colleague around you.

Srinivas Nuthigattu (Manager Technical Support at Dell) '"I can recommend Jagpal as a person with great proficiency and deep experience of Technical solutions. Passionate co-worker. Honest team player. Always maintains very good relation with co-workers and clients. Knowledge of IT technologies in connection with modern way of managing makes Jagpal an employee with really huge potential.'' Ganesh Prasad (Manager - Corporate Communications at Omega Healthcare Management Services Private Limited) `'Jagpal is a diligent & goal oriented professional. He is one of those few consultants who could make a profound impact in his very first assignment and won laurels. He has a thirst for knowledge and strives hard to acquire the same all the time. I wish him all the best in his endeavours." Arun Cyril (Senior Manager - Customer Connect at MYNTRA.com) Jagpal was an amazing colleague, intelligent, inquisitive, yearning to learn quickly and very detailed in approach. In the short while we were together, he created a bonding through his friendly and approachable demeanour, which I believe is one of his core strengths. I am confident that he will be an invaluable asset to any organizations leadership team. All the best JP... Brandy Marie (Quality Assurance Supervisor at TELUS International Philippines) JP was our facilitator for Ontrac Certification. We learned a lot and at the same time we had fun from the activities that were truly enriching and enhanced us as leaders. Thank you JP