Gurpreet Singh Panesar Assistant Manager

(961) 115-0086 gurpreetsingh.in@gmail.com

Dear Sir, I am excited at this opportunity to share my resume with you, and I hope to be invited for an interview. I am an accomplished leader offering over 10 years of proven experience developing and implementing operational strategies and tactics that consistently surpass objectives. With proven experience guiding teams through transitions, as well as turning around under-performing areas, I am a dynamic and innovative executive manager. I am naturally adept at managing change, either organizational growth or contraction, corporate restructuring and process re-engineering. An instinctive professional with the ability to create, clearly communicate and build consensus in the sharing of a high level business vision, I am now seeking the opportunity to join an organization such as yours as Assistant Manager. I am a resourceful problem solver and team organizer with the ability to aggressively drive customer focused strategies in an efficient and profitable manner. For a more detailed presentation of my skills and offerings, please review the enclosed resume and feel free to contact me at your earliest convenience.

Yours Sincerely, Gurpreet Singh Panesar

Gurpreet Singh Panesar Assistant Manager

(961) 115-0086 gurpreetsingh.in@gmail.com

Objective Passionate quest to acquire a challenging position in the field of Operations at JP Morgan- in order utilize my potential and skills to the fullest, contributing to mine as well as the organization's growth.

Education

2005 Guwahati Commerce College-Guwahati B. Com – Management

2002 Guwahati Commerce College-Guwahati AHSE – Class XII

2000 Mount Carmel School- Jorhat (Assam) ICSE – Class X Science

Skills

Project Management

Vendor Management

Customer Service

Quality Management

Trainings

Negotiations

Experience

2015 Currently Working 2011 Jan-2015 2007 Jan-2009 2005 Apr-2007 Assistant Manager Customer Support/Delivery Assurance Managing 7 teams with total strength of 76 resources

Team Leader Customer Support - Voice Managed inbound and outbound call processes for the largest health care company in the US.

Product Trainer Process & customer support trainer for the project.

Executive Customer Support Voice, Email & Chat support for one of the largest online stoers in the US.

Awards & Achievements

Follow Me

-I will have to say that he was a joy to have on the team and he has a job if he ever wants to move to the U.S..:) -Jackie Snook, VP transportation, who was so against off shoring, has done a 180 degree turn around after interacting with Gurpreet. - Gurpreet has excelled at the onsite training and has absolutely set a new bench mark for associates offshore and at MSC too!

www.linkedin.com/in/gurpreetpanesar

What people have to say? Role Model Award – 2014 Outstanding Achiever – 2013 Team Lead of the Quarter – 2013 Star of the Month (4 times)- 2012 Transitioned & stabilized 4 projects from JAX, Florida. Single handedly changed client opinion of outsourcing to Xchanging!

Experience Summary Total 9+ years of experience in BPO industry with sound knowledge of all three verticals – Voice, email & chat. Worked on Health Care, Real Estate, Online Sales and Banking projects.

Employment History & Achievements Working as an Assistant Manager at Xchanging India from January 2015. Been awarded the highest award in the organization – Role Model. Trained

on proposal writing (Shipley), Risk Management (Deloitte) & Internal Audit (NQA). Worked on a $60mn proposal for a health care giant and various other clients.

Worked as a Team Leader at Xchanging India from October 2011 to December 2014. Been awarded Outstanding Achiever within the organization on numerous occasions and identified as the key player for the organization. Transitioned 4 projects from Jacksonville, Florida – went onshore twice (US) for the same.

Worked as a Senior Customer Support Executive at Xchanging India from Feb 2009 to Oct 20011. Was adjudged as the Best Performer for several months. Worked as a product trainer “24/7 Customer” from May 2007 to Jan 2009. Was part of the Best Team in the organization. Worked as an Executive – Customer Support at “24/7 Customer” since Oct 2005 to April 2007. Was adjudged as the Best Performer for several months and also the Best Performer of the year.

Skills & Strengths Manage operational projects - Planning, executing and tracking, based on requirements of the company (Next Step certified – Xchanging certification on documentation and project transitioning) Business process mapping & SOP creation Hands on experience in advance excel Hands on experience in documentation tools – MS Visio & Igrafx People management and technical management Metrics & measurement systems designing Generating & implementing innovative ideas (Kaizen certified by Xchanging) Experience in Preparation of various Production Reports, Quality Reports, and Weekly / Monthly MIS Well exposed in interacting and negotiating with the vendors Maintaining & Supporting Business Process Improvement Strategic Planning & New Business Development Experience in Healthcare, Real Estate, Insurance, Auctions and E-commerce Industry products and applications Good in communication and experience in handling global escalations and representing on global conference calls Open to training, accepts challenges in new areas, dedicated for excellent Performance, proven track record

Project Experience Assistant Manager (February 2016 to date) @ Xchanging – a CSC company Project: Voice & Non-Voice Support for One Call Care Management (OCCM) Delivery assurance for – a Fortune 500 Real Estate company and two Health Care companies Role: Managing & consulting Activities involved: Project plan and development Setting up of operations team Tracks project progress against plans and ensure project targets are met

Liaisons with IT/Business areas external to the project to achieve objectives Formulates plans for the professional development of project staff Risks and issue management Monitoring and control of the project Metrics and measurement system designing Data Analysis & representation Hands on experience in advance excel Satisfying Customer needs Identifying and defining the deliverables and work to produce them Taking care of attrition Participating in client review Comply with all SLAs Process improvements Interaction with client Work flow management Feedback to the Team Leaders Ensures the effective use of project resources Manages the annual Performance Assessment Reviews of Team Leaders and team members Manage the Project Organization charts and reporting structure Raise Invoices to the client Undertake process improvement and QA initiatives by defining standards Comply with all ISMS requirements Documentation & maintaining document standards Transition management

Team Leader (October 2011 to January 2015) @ Xchanging Project: Voice Support for One Call Care Management (OCCM) - Inbound Role: Team Leader Highlights: Client is one of the largest health care service provider in the US Went to the US to transition the first inbound voice process for Xchanging Started with 8 resources and went up to 42 in 2 ½ years Transitioned 4 process while handling the inbound process Currently 4 Team Leads report to me and I mentor them Activities involved: Technology setup in association with IS team Training the team on domain, technology & delivery Induction for the team

Production; allocation of cases and delivery life cycle Performance Management Invoicing Client Satisfaction Monitor Quality Management Attrition management Appraisals Team management Communication management Work flow management Document control Report writing Feedback to team and learning

Senior Customer Support Executive (Feb 2009 to Oct 20011) @ Xchanging Project: Voice Support for One Call Care Management (OCCM) - Outbound Role: Senior - Customer Support Highlights: Client is one of the largest health care provider in the US Team size was 27 Activities involved: Contacting the vendors (service providers) to check availability Verify appointment/service details with the provider Assist in reassigning assignments based on COS Providing floor support to other agents Taking care of team when TL was available or on leave Reporting productivity when TL is on leave Regularly participating in Quality meetings as a senior support specialist

Product Trainer (April 2007 – January 2009) @24/7 Customer Pvt Ltd Project: Email & Chat Customer Support for Overstock.com Role: Product Trainer Highlights: One Client was world’s leading online retail Team size was 30 trainees in each group

Activities involved: Selecting the right candidate for the process Training the resources on – why shop online? Train the resources on the following: 1. Handling Shopping & Auctions queries 2. Escalating issues to the rights channels 3. Doing Level 1&2 Support works 4. Various policies and procedures Providing floor support to agents for the first 2 weeks on production Regularly participating in Quality meetings as a trainer and provide observations and suggest improvements

Executive Customer Support (Oct 2005 – April 2007) @24/7 Customer Pvt Ltd Project: Email & Chat Customer Support for Overstock.com & Barclays Bank Role: Executive – Customer Support Highlights: One Client was world’s leading online retail shop & the other a leading Bank in the UK Team size was 20 Activities involved: Handling Shopping & Auctions queries Escalating issues to the rights channels Assist customers in opening accounts with the bank & general support Doing Level 2 Support works Providing floor support to other agents Taking care of team when TL is on leave Reporting productivity when TL is on leave Regularly participating in Quality meetings as a senior support specialist

Additional Details Passport: Yes Visa: US (Valid till 27/10/2020) Notice Period: 3 Months DoB: 15th April, 1984 Languages Known: English, Hindi, Assamese and Punjabi