Jaspreet Kaur
Dubai
Summary
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Seasoned Team Lead with in-depth knowledge in managing diverse teams to drive operational efficiency. Skilled in strategic planning, project management, and conflict resolution. Notable for cultivating productive work environments and fostering professional growth among team members. Previous roles demonstrate significant contributions to process improvements, increased productivity, and business growth. Results-driven Team Lead known for exceptional productivity and efficient task completion. Specialize in team coordination, conflict resolution, and strategic planning. Excel in communication, leadership, and problem-solving, ensuring seamless operations and project success.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Team Lead - Igaming
Jogosoft Information Technology
Dubai
07.2023 - Current
- Collaborated with management to implement process improvements and increase efficiency.
- Monitored incoming calls, emails, and chat messages for quality assurance purposes.
- Resolved team support issues with efficient approach to keep call center operating smoothly and customers satisfied with services.
- Encouraged team members to improve productivity and service levels by modeling correct behaviors and coaching employees.
- Produced reports outlining information such as call duration and customer satisfaction levels.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Conducted regular performance reviews and provided constructive feedback to team members.
- Maintained up-to-date knowledge of industry trends and customer service best practices.
- Trained and supervised new employees to promote overall team productivity and consistent service.
- Maintained strong call control and quickly worked through scripts to address problems.
- Updated customer accounts and contact information within call management databases.
- Managed scheduling to ensure adequate staffing levels at all times.
- Prepared and analyzed reports on team performance, identifying areas for improvement.
- Trained and supervised staff on customer service and game procedures.
- Suggested engaging gaming events to enhance player experience and participation.
- Implemented promotional strategies to attract new players to the facility.
- Resolved customer inquiries and complaints to maintain a positive environment.
- Trained staff on game rules and customer engagement techniques.
- Collaborated with marketing team to create effective advertising strategies for events.
- Displayed strong leadership skills when dealing with difficult situations involving patrons or employees.
- Collaborated with other departments within the casino to coordinate promotional activities aimed at increasing overall revenue.
- Prepared monthly reports detailing revenues generated from various gaming activities along with recommendations for future improvements.
- Conducted performance evaluations for all employees under supervision.
Customer Support Cum Operation Team Lead
Interactive Digits
Dubai
07.2021 - 06.2023
- Supervised customer support team to ensure timely issue resolution.
- Trained new team members on customer service protocols and best practices.
- Collaborated with cross-functional teams to improve customer experience initiatives.
- Assisted in creating reports on team performance and customer satisfaction metrics.
- Ensured customer satisfaction by providing prompt responses to customer inquiries and complaints.
- Implemented operational improvements based on team feedback and industry best practices.
- Coordinated marketing initiatives to promote banking products effectively.
- Established connections with new clients through proactive follow-up strategies.
- Supervised banking operations to ensure seamless processing of all transactions.
- Implemented office procedures to improve workflow and increase productivity.
Education
Post Gradustion Diploma in Management - Marketing And Operations Management
I Business Institute, AICTE Approved
Greater Noida, Uttar Pradesh, India06-2021
Bachlors of Commers (Hons.) - Business
Campus of Open Learning, Delhi University
Delhi, India09-2019
Skills
- Team leadership
- Performance management
- Quality assurance
- Customer engagement
- Process improvement
- Customer relationship management
- Client communication
- Relationship building
- Teamwork and collaboration
Intenships
- Pisum Foods Service Pvt. Ltd. - Market research intern
Duration: 8 weeks
Data analysis of agro products, demand management, and content writing for the website
- Fortuna Promotions Pvt. Ltd. - Digital Marketing Intern
Duration: 7 weeks
Content creation, market research, and competitor analysis
- SmartTree - Market Reseach Intern
Duration: 11 weeks
Reseach done for future of EV by 2024.
Certification
- Fundamentals of Digital Marketing
Affiliations
- Placement committee member for the PGDM batch of 2019-21
- Awarded the Chancellor's Gold Medal
Languages
Hindi
First Language
English
Advanced (C1)
C1
Punjabi
Upper Intermediate (B2)
B2
Declaration
I hereby declare that all the information provided in this resume is true and correct to the best of my knowledge
Timeline
Team Lead - Igaming
Jogosoft Information Technology
07.2023 - Current
Customer Support Cum Operation Team Lead
Interactive Digits
07.2021 - 06.2023
Post Gradustion Diploma in Management - Marketing And Operations Management
I Business Institute, AICTE Approved
Bachlors of Commers (Hons.) - Business
Campus of Open Learning, Delhi University
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