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Summary

I am passionate about my work and career and want to work in an organization where i can utilize my skills to achieve the organization's goal & to improve the processes.

I started my career in 2009 in the call center industry. With in these six years have worked for three organizations and had handled many different roles & responsibilities and achieved all the targets. 

Experience in different LOBs makes it very easy to understand the psychology of a customer whether while selling something or serving them a wow experience with the support related to the product. 

I am a data & result oriented people's manager who believes in not to only achieve targets but also making the teams comfortable so that more can be accomplished with the lowest work pressure. 

Work History

Jan 2016Till Date

Assistant Manager

Concentrix Daksh

Started working with Concentrix in Jan,2016 and started a new process of YouTube Back End Support. Handled a team of 30-35 executives and meeting the CWT and Quality is the major KRAs from clients end. Shrinkage, Attrition, People management is the rest of the KRAs for the stacks and performance.

  • Ramped Up a new LOB and made it a success.
  • Was a part of hiring process and closed all the position with in the TAT.
Dec 2014Dec 2015

Team Leader

Snapdeal.com

Started the journey with snapdeal in dec, 2014. As a Team Leader in customer experience segment was  challenging and enjoyable. I am handling a team of  25-30 agents and to make sure that they deliver a wow experience to every issue with in the TAT was the major KPI.

  • Handled the program to increase the CSAT of the process. ( Duration - 3 Months ) 
  • Created systematic seating plan blueprint to track the agent's seat.
Sep 2010Nov 2014

Assistant Manager - Operations

Astral Associates

Joined the organization  as an Advisor - Customer Experience and got promoted as a Team Leader after 1 year. Being a team leader has handled the team of 25-40 advisors of customer care and sales campaign. Astral was a technical support firm which was providing their paid services over the phone to UK, US & Canadian customers. After another 1 year got promoted as Assistant Manager - Operations  and handled the back-end operation for customer service and technical support. 

  • Created the retention team and brought back the dis-satisfied customer .
  • Suggested the trouble shooting flow chart which made the advisors to provide the correct  solutions quickly.
Jan 2009Sep 2009

Sr. Technical Support Executive

Dell International Services

Dell is well known multinational organization when it comes to IT.  

As Sr. Technical Support Executive, job profile was to diagnose and fix the hardware and software related issues of laptops, desktops an printers. Major customer base was of USA. Center was in Gurgaon, HR and was one and only center in India which was able to generate the revenue more than their expenses. 

Job Description - Assistant Manager

  • Providing support, training and coaching to the team member and the floor.
  • As Assistant Manager handled the team of 70-80 executive and 3-4 team leaders.
  • Tracking the complete order completion process and taking ownership of the cases taken care by first level agents.
  • Driving the CSAT campaign & revenue generation campaign in the process.
  • Meeting the CSAT, Quality & CWT on weekly and monthly basis.
  • Identify relevant training needs of the process & ensure effective implementation.
  • Conduct 1 - O - 1 session with the team regarding their performance and to make sure that no one has any concern within the span or within the organization to control attrition & shrinkage.
  • Make sure that Team is happy and comfortable with the process and the organization, Making sure that they have good working environment with proper discipline & decorum.
  • Worked closely to Manager & above to improve the processes and reduce the loopholes. 

Education

Jul 2007Aug 2012

Bachelor Of Commerce

Open School Of Learning

University - Vinayaka Mission University, Salem

Jul 2004Jun 2005

Intermediate

M.D.S. Inter College

Board - Uttar Pradesh Board

Jul 2001Jun 2002

High School

St. Mary's School

Board - Uttar Pradesh Board

Certifications

Oct 2016Present

Six Sigma

AIG, Noida

In Progress.

Personal Details

Father’s Name                                      :               Late Mr. Hari Singh

Date of Birth                                          :               Jan, 13, 1987

Sex/Nationality                                    :                Male/Indian

Languages Known                              :                Hindi and English.

Confirmation

I here by confirm that all the information which have been provided are complete & true.

Date - ........../................../................                                                                                                                                       SUPREET SINGH