Jagjeet Singh Email & Phone Number

Chennai Area, India

Chennai Area, India

 Achieved 52% YOY increase in Revenue for the SBU with 42% Gross Margin for 2011  Improved the Utilization and Increased the Profitability by 7 points to 42% for 2011. Transitioned 4 new coding Clients in Chennai and Noida to increase the revenue by $1.5m in Q3 and Q4 2011. Stabilized the coding SBU. Key Responsibilities Responsible for end to end operations for Coding SBU. Responsible for all contractual agreements from an operational perspective and ensure realistic and practical commitments are made to client. Consistently meet predetermined metrics to achieve business objectives and customer SLAs Ensure contingency plans are in place for all services to include business recovery plans Ensure customer and HIPPA policies, procedures and contractual agreement are consistently met Identify and resolve problem situations as a final point of escalation  Full P&L responsibility focused on achieving operations metrics: Profitability of teams Productivity of teams Drive cost control measures across operations ROI Utilization of resources Provide strategic guidance to the Operations Managers to ensure service delivery Support CRMs and Sales teams to expand opportunities with clients and increase revenue Develop an organization structure that is in line with the business objectives and needs Review performance achievements and targets regularly with Operations Managers / Operations Assistant Mangers and provide strategic direction to improve service delivery

Hunt Valley, Us

Key Achievements Improved the Overall SLA achievement for US Operations 95%+. Improved the Utilization and Increased the Profitability in 6 months by 7 points to 35%. Transitioned 3 new Clients in Hunt Valley to increase the revenue by $2.5m in 2010-2011. Expanded the support for a Leading education Company from 4 FTEs to 26 FTEs adding $1m in revenue.Key Responsibilities Responsible for all contractual agreements from an operational perspective and ensure realistic and practical commitments are made to client. Consistently meet predetermined metrics to achieve business objectives and customer SLAs Ensure contingency plans are in place for all services to include business recovery plans Ensure customer policies, procedures and contractual agreement are consistently met Identify and resolve problem situations as a final point of escalation  Full P&L responsibility focused on achieving operations metrics: Profitability of teams Productivity of teams Drive cost control measures across operations ROI Utilization of resources Provide strategic guidance to the Operations Managers to ensure service delivery Support CRMs and Sales teams to expand opportunities with clients and increase revenue Develop an organization structure that is in line with the business objectives and needs Manage multiple services across the organization and provide strategic direction and leadership to the teams so that they consistently meet and exceed performance metrics Ensure effective tools and mechanisms are provided to the team to track and develop individual potential to meet business objectives Ensure effective succession plans are in place and seek the development of direct reports up to and including moving them to different teams/services within the company in order to maximize potential. Ensure clear succession plans is in place for self and all managers

Bengaluru Area, India

Key Achievements Improved the CSAT for an Enterprise Support Program by 10 points in 6 months to 87%+ and earned CSAT Incentives consistently.  Key Contribution to renegotiate the terms of SOW and got a 25% raise per transaction for the Key account after overcoming the performance issues. Transitioned 2 new Clients in Chennai and increased the revenue to $7m in 2009 with 45% Profitability. Transitioned and Ramped up a Gaming Client to 140 FTEs strong project in 7 months. Turned the site to be the most Profitable from being a loss making site.Key Responsibilities Support Managers as they analyze daily results, and make recommendations to Client on program enhancements, changes in direction, and adjunct service offerings. Perform touch-base calls with Key Client Contacts (and one level up) as a measure toward superior client satisfaction. Serve as point of escalation for Client concerns. Turn in a monthly action plan against the goals formed. Recommendations of service offerings to clients to solve problems and increase revenue. Advise Managers as they organize and lead formal client review sessions/presentations. Advise Managers as they write formal monthly Client report(s) with data analysis and recommendations for improvements.  Make recommendations and give advice to Managers as they initiate action plans for Client if the program is not attaining agreed-upon metrics. Serve on high-level Business Process Improvement teams.For key accounts, analyze Ops reporting and review agent-level data, center data, and/or other appropriate information to assess performance trends and support Managers to recommend solutions for performance improvement. Serve as point of escalation if the Managers need support in mobilizing the project team to provide optimum service to the client as well as to achieve optimum conversion on the operations floor. Attend Weekly all-OPS meeting to serve as key representative.

Bengaluru Area, India

Key Achievements Transitioned and Ramped up an Enterprise Support Client from 6 FTEs to 48 FTEs in 8 months straight through Operational Excellence and Increased the billing by 2m with 45% Gross Margins. Key Contribution in getting a new LOB for an Enterprise Support Operations of a leading network security solution company by Operational Excellence. Increased the Profitability of the Enterprise Support Division by 7 point to 42% in 2007-2008. Consistently exceeded all SLA targets agreed upon with the customers.Key Responsibilities To build client satisfaction through formulation, development, implementation, and delivery of application, technical, and business solutions, responding to client requirements as specified in the contract or Statement of Work (SOW). To work with the internal teams and delivery organization as a primary point of contact for client needs requirements and expectations with regard to assigned team operations. To provide account leadership to the service delivery team and direct teams to develop program, project, product, and business strategies, implementing resulting solutions to meet contract deliverables. To manage contractual cost, schedule, and service or product deliverables as they relate to the delivery organization.  To manage resources and coordinate client resources to deliver services and solutions to support the client organization. To identifying growth opportunities and contract profitability. To own quality for service provided by the delivery organization and is responsible for end to end operations.

• Call Monitoring.• Maintenance of HRIS, Time Keeping System and Attendance System.• Preparation of Team Performance Statistics and discussion with Client.• Taking Triage Sessions and finding areas of improvement for individual members.• Notifying team with technical and policy updates.• Controlling of Tools Outage.• Preparation and delivering of Score Cards.• Conducting Team Huddles, Interviews and Induction Sessions.• Monthly and Weekly Reporting.• Updating Dashboards

Discussing client requirements, planning and designing of web and application projects.• Handling a team of developers, designers and content writers.• Coding and testing of Components for websites & applications• Timely Completion and Submission of Projects• Training & providing technical updates to technical team as and when required.

• Planning, designing and implementation of new courses for the organization and its Franchisees.• Implementation of new technologies and training professionals on the same.• Contributing in the technical setup of new Franchise Centers

Bachelor Of Commerce (B.Com.)

High School