Jasdeep Bedi

Experience

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  GEO CONNECT LTD

  Nov 2000 - Sept 2003

  Customer Care Representative

  Exceeded targets consistently by maintaining an unwavering focus on customer satisfaction and service excellence.Managed a high volume of inbound calls, multitasking effectively to address diverse customer needs simultaneously.Increased repeat business, fostering strong relationships with clients through exceptional service delivery.Navigated multiple software systems proficiently while assisting customers, maximizing efficiency in addressing their needs. promoted teamwork within the department by sharing knowledge, offering guidance, and collaborating on initiatives aimed at enhancing service quality.Provided expert advice on products/services that align with individual client requirements to drive optimal outcomes for both parties. Show less

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  HCLTech

  Sept 2003 - Feb 2013

  Sr.Manager Operations and Customer Relationship

  Met deliverables by working closely with global clients to drive quality projects to improve customer satisfaction.Initiated & sustained efforts to improve customer satisfaction scores through regular relationship calls and providing regular updates on change/new policies to employees.Extended effective resolution to customer queries and improved relationships with the customer by anticipating customer future requirements, thereby ensuring a positive customer experience Asst. Manager (Escalation Desk).Guided service operations as per the SLA RFT and AHT for rendering and achieving quality services; provided first-line customer support by answering queries and resolving their issues while ensuring minimum TAT.Supervised the desk of 350+ SME, teams through attrition control, career development and various retention techniques; followed HR best practices, which helps in keeping attrition under controlManager/ Sr. Manager Transition, Training & Delivery.Headed the three LOBs (Training, Delivery, Hiring, and New Implementations); identified and implemented project tracking measures & reporting enhancements to improve productivity.Administered all training performance metrics of 1800 people for technical processes across 2 sites (Noida and Chennai).Prepared MIS reports & other statements to apprise management of the process operations Significant Accomplishments.Bagged the Best Performance Team Leader for the month of Jan, July, and Nov 08 - Aug 09.Won the Best Award consecutively for 2 years for delivering outstanding performance. Show less

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  Sokhi Heli Wom Gears Pvt Ltd

  Apr 2013 - Sept 2019

  GM Projects and Operations

  Preparing reporting for the sales leaders, for use in organizational planning, financial forecasting, budget setting and strategic planning.Conducting business reviews to ensure clients are satisfied with their products and services. • Plan and manage service changes efficiently and effectively Set correct expectations on the performance and use of new or changed services • Ensure that service changes create the expected business value in terms of strategies.

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  OYO

  Sept 2019 - Sept 2020

  Head Of Operations and Customer Experience

  Leadership: Led 400+ resources to drive organization Operations and Customer Experience with 4 Regional Heads 24 City heads and 16 Customer Experience Managers.Operations: Driving supply & vendor management in 5 cities and 13banquets and 11 showrooms with a focus on demand-based network, best practices & unit productivity. Set up the entire operations of both verticals with SOPs both internal and external.Relationship management & negotiation: Ability to build relationships and effectively deal with a wide range of internal and external stakeholders (incl. third-party vendors) and bring parties together that may have conflicting interests. Devised the customers’ journey mapping projects via street-level customer segmentation to bring improved supply (venues) & operations efficiencies resulting in ~99%+ delighted customers.Change Management: Steering the transition of business from slowdown to sustainable growth & tech-first approach. Show less

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  OYO USA

  Jan 2022 - now

  Develop and execute strategies to expand OYO's supply network across the East Coast USA region.Identify and onboard new properties that align with OYO's brand standards and strategic objectives.Build and maintain strong relationships with property owners and managers to ensure high levels of satisfaction and retention.Monitor market trends and competitor activities to identify opportunities for growth and differentiation.Develop and execute a comprehensive business plan for the East Coast USA region, aligning with OYO's overall goals and objectives.Identify strategic opportunities for growth and expansion, including new markets, product offerings, and partnership opportunities.Drive the implementation of strategic initiatives, ensuring alignment with company priorities and timelines. Show less Growing Revenue across the US from the demand side, identifying & tapping relevant growth opportunities to meet revenue targets:Managing revenue for 25% of the US portfolio (30 Hotels) with an annual turnover of over $35 million.Pricing strategies at the property & room category level to maximize overall revenue at the properties Analyzing competition to formulate relevant marketing strategies, optimize content & channel-specific policies. Forecasting revenue performance & initiating promotions to grow business during key events.Maintaining strong relationships with Hotel partners (supply side) to drive Revenue growth & Ratings.Planning & Execution of discounts, driving cross-functional projects and strategic initiatives for my portfolio. Identifying relevant business expansion & growth opportunities with external stakeholders, formulating a common objective & goal, & converting them into key actionable projects to deliver exponential organizational growth. Show less

  • Supply and Revenue East Coast USA

    Jan 2023 - now

  • Revenue Manager

    Jan 2022 - Jan 2023