Jagroop Singh Cheema
Saskatoon,Canada
Summary
Detail-oriented team lead with excellent customer service skills and ability to prioritize task, and proficient in MS office, PowerPoint, bringing 10+ years' experience and specialized knowledge in customer experience, travel industry, revenue & growth with expertise in GDS.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Sr. Team Leader in Automation & Adoption
Fareportal Inc
Gurgaon, India
04.2022 - 09.2022
- Conducted interviews with key business users to collect information on business processes and user requirements.
- Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
- Improved business direction by prioritizing customers and implementing changes based on collected feedback.
- Met with stakeholders to establish favorable business relationships and support mutually beneficial interests.
- Interacted with product managers to deliver performance issue resolution reports.
- Reviewed all test cases and test scripts for quality and identified additional areas to review.
- Trained developers and quality assurance team members in automation programs and processes.
Team Leader in Operations
Fareportal Inc
Gurgaon, India
02.2015 - 03.2022
- Directs, administers and controls the day to day operations and activities of executives engaged in business operations
- Managing a team of 12+ employees, maintain roster management, task assignment & attendance monitoring as per business requirement
- Supervised calls from deferent desk and handling customer escalations and coordinate with other departments to resolve issues
- Handling call calibrations and conducting training sessions for the team
- Ensures compliance with workplace issues such as regulatory guidelines, performance issues/procedures and submitting daily progress report to managers
- Determined process gaps and designing & conducting training programs to enhance operational efficiency and retain talent by providing optimum opportunities for personal and professional growth
- Ensures all employees receive the appropriate training and education of operational and administrative work
Subject Matter Expert in Operations
Fareportal Inc
Gurgaon, India
04.2014 - 02.2015
- Collaborated with senior management and business line management to identify and prioritize new concepts for development and launch.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services and company information.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Sales Representative
Fareportal Inc
Gurgaon, India
12.2011 - 03.2014
- Increased sales by offering advice on purchases and promoting additional products.
- Achieved monthly sales goals by promoting product benefits and enrolling new clients.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Trained and mentored new sales representatives.
- Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements.
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
Education
Master of Business Administration -
Lovely Professional University
India05.2010
Bachelor of Computer Application -
Khallsa College
India04.2008
Skills
- Administrative and clerical skills
- MS Office, WIndows, Server & Software expertise
- Requirements Gathering & Analysis
- Planning and Coordination
- Customer Service skills
- Native or Bilingual Proficiency
- Hindi
- English
Certification
- Certified TICO - 2019-Present
- Certified IATA level II - 2018- Present
- Certified Amazon web services SAA C01 - Mar 2020- Mar 2023
Timeline
Sr. Team Leader in Automation & Adoption
Fareportal Inc
04.2022 - 09.2022
Team Leader in Operations
Fareportal Inc
02.2015 - 03.2022
Subject Matter Expert in Operations
Fareportal Inc
04.2014 - 02.2015
Sales Representative
Fareportal Inc
12.2011 - 03.2014
Master of Business Administration -
Lovely Professional University
Bachelor of Computer Application -
Khallsa College
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