Jaskaran Chauhan

• Responsible for leading team of agents and managing performance according to company policies.
• Acting as an advocate of change by leading the team through evolving sales strategies, process enhancement, and digital adoption to improve efficiency and customer experience.
• Doing call audits to identify strengths and opportunities in agent interactions with clients by leveraging tools such as Verint and speech analytics.
• Coaching agents on both key performance indicators and Intact values.
• Ensuring agent engagement, both in person and virtually.
• Participating in multidisciplinary committees related to special projects and digital initiatives in order to plan strategic elements.
• Enhance commitment and the culture of the center with positive leadership.

• Providing insurance advice and solutions to clients based on their needs and ensure clients are charged premiums that corresponds with risks, whilst continuously exceeding key performance indicators.
• Exhibit a consistent, positive client experience with every conversation and resolve client concerns at the point of first-call, demonstrating the ability to connect through discussion.
• Performing front-line underwriting of Home and Auto policies and assisted agents in underwriting complex policy changes.
• Assisting with coaching and development of new agents in core competencies such as quality call, efficiency, sales and cross quoting while being a success partner.
• Communicated the analytical summery of monthly team stats to the team along with sharing tips to elevate the results and exceed the targets.
• Managed various engagement projects while being a member of ASC committee.
• Being a member of growth committee, was responsible to elevate the team results in specific metric such as cross quote by sourcing the team with tips to succeed.

• As a Swing Manager processed all sales transactions accurately and in a timely fashion. Balanced tills, handled cash, processed credit card payment batches and prepared bank deposits.
• Coached team employees on the correct methods to complete a variety of tasks. Offered direction and gave constructive feedback to motivate team members.
• Monitored employee performance by enhancing Quality, Service and Cleanliness in order to give guest's positive and high-quality service at every visit.
• Set short term and long term targets and aid team to achieve targets and provided incentives when targets are met.

Guest Experience Department Manager

• As a Guest Experience Department Manager led the department by organizing family nights and attended Social media events at Mcdonald's head office.
• Created new processes and system for increasing customer service satisfaction. Also monitored GSS and GRE complaints by following up in timely manner.
• Trained new guest experience leaders to elevate the new talent in the restaurant in order to enhance the guest's experience.
• Analyzed customer feedback and provided strategic direction to continuously improve overall rating.

• Being a supervisor oversaw a highly effective security team and managed scheduling and resource allocation.
• Developed and implemented training methods to promote improved officer performance.
• Trained new security officers on safety protocols and company standards.
• Conducted site reviews and security audits and made recommendations to management based on findings.