Jasbir Singh

Mobile: +91 9035802806, E-Mail: Jasbir.1428@gmail.com

Personal Details:

Date of Birth December 25th, 1989

Address – H.N- 39, 13th Cross, 2nd Main Road, Central Jail Road
Electronic City, Bangalore - 100
Languages Known English and Hindi
Location Preference 1. Bangalore

Profile Summary:

6.7 years in a world class organization working for one of the biggest US Healthcare Insurance Client.
Good experience in operations management, client management and people management. Apart from all
this, my strength is also in automation coding and process improvement areas. Having experience in
identifying the process improvement ideas, driving the process excellence initiatives and providing the
automations solution. Have worked on VBA automation (mainframe, web based application and Microsoft
office applications), HTML coding and SQL. Entirely transformed one of the process where AHT reduced
from 18 minute per transaction to 7 minute by providing multiple automation solutions directly leading to
higher revenue of $700K and getting additional business. Six Sigma Green Belt certified and Lean
practitioner, and proficient in using the quality tools with use of Minitab.

Technical Skills:

 VBA Excel Automation & Macros – Creating VBA automation solutions based on Excel,
 Web based applications & Mainframe Systems
 MS-SQL Server – Creating and maintenance of Databases & Tables. Providing the
correct information through executing the queries
  HTML – Creating User friendly html websites for users
 Core Java
 Advance Excel - Advanced Formulas, Tables & Formatting, Conditional Formatting, Advanced
Charting, Pivot tables & Pivot Reporting

Specialties:

  Operations Management
  People Management
  Transitions
 Training and Team Development

Organizational Experience:

 Infosys BPO Limited, Bangalore Since May’11

 Joined as Claim Process Executive and rose to the post of Team Lead
Key Responsibility Areas:

Team Management responsibilities –

 Handling a team of 17 team members

 Assuring the delivery of operational excellence and high performance from my team at various
levels; achieving the goals through effective mentoring, training, effective capacity planning
and staffing
 Analyzing the data and prioritizing the work
 Analysis on disposition and productivity
 Monitoring quality, coaching and feedback
 Monthly and half yearly appraisals
 Maintaining healthy work environment
 Controlling attrition and absenteeism
 Met and exceeded the revenue targets
 Primary Point of contact for the client for work and reports


Automation and Process Improvement responsibilities –


 Identification of automation opportunities in the process
 Doing the feasibility, viability and scalability test to provide the point of view on ideas
 Driving the automation and process improvements/re-engineering initiatives for timely closure of
the projects 
 Creating the Automation tools using VBA
 Measuring the saving benefits associated with the projects
 Providing the support to project leaders during implementation of the projects to closure of the
projects
 Primary responsible for any maintenance or modification in automation tools.
 Have delivered hard and soft savings of $700K via multiple automation projects

Projects

1. GB Project – calculation of COB charges

Challenges:
 Around 60% of the total inventory comes for COB related claims and we need to
calculate and validate the COB amounts for 70% of the claims.
 Complex business rules
 High AHT of 4 minute for a transaction decreases the RE/hour
 Direct impact to productivity
 Revenue loss for the organization
 Multiple calculation for multiple services on the claim
Changes:
 Created a business rule based excel calculator which will provide the correct amounts to
be updated on the claim
 Calculator will provide the decision making when validation of amounts is incorrect
Result:
 Resulted in direct benefit to the revenue of $50K
 AHT improved from 4 minutes to 2.65 minutes
 Since excel based calculator, hence can be used anywhere in Microsoft environment
 2. GB Project – Generating the additional request letters in PDF format
Challenges:
 20% of claims received for the claims where letter generation is required
 Gather the data from multiple screens and applications
 High AHT of 10 minute for a transaction impacting the revenue
 Direct impact to productivity
 Providing the information in different formats in the letters
 Converting of letters in PDF format
Changes:
 Created an automation tool which will gather the data from various sources
 Changing of information in required format
 Convert the letters from document to PDF format
Result:
 Savings of 3 FTEs with $44K
 AHT improved from 10 minutes to 4 minutes

Accomplishment:

 Successfully executed various YB and GB projects leading hard /soft savings of more than $700K

Distinction of winning:

  Consecutively won 2 times as Best Employee of the year at Organization level

  Successful transitions of two new businesses
 Inspiring Team Leader Award 2017 
 CEO - High Performance Award 2017

Certifications:

  Lean with Six Sigma Green Belt Certified from Infosys BPO Ltd
  Completed module 510 of Fellows Academy of Healthcare Management.
  Professional, Academy for Healthcare Management - AHM 250
 Design Thinking, Operation Management, Performance Management, Lean Practitioner

Education:

 B.Sc IT from Sikkim Manipal University in 2010.