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Summary

Accomplished, client-focused professional with over 8 years of experience delivering excellence in the management of processes, procedures and personnel within sales, call center and customer service environments. Demonstrated ability to ensure high levels of customer service, interpreting needs and matching with services and solutions to best address to customized client/process requirements.

Highly efficient in analyzing and researching complex data and information to ensure contractual and regulatory requirements are met. Expertise in effectively training employees on new products/services, procedures and systems. Possess extensive experience in call center operations, process excellence and providing leadership to teams in the delivery of high standards of customer service and the delivery of established objectives and KPIs

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 Experience

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. Later joined the telecom process and still working in the same LoB from last 1 year approx.

  • Handled the project to Control the Attrition.
  • Was a part of hiring process and closed all the position with in the TAT.
  • Handled the client interactions and provided the desired result / outcome.
Dec 2014Dec 2015

Team Leader

Snapdeal.com

As a Team Leader in customer experience segment was  challenging and enjoyable. I was handling a team of  25-30 agents and to make sure that deliver the quality of service to meet the CSAT and  the customer expectations.

  • Handled the project to increase the CSAT of the process. ( Duration - 3 Months ) 
  • Created systematic seating plan blueprint to track the agent's seat.
  • Handled the outsourcing transition  from Snapdeal to other vendors in 2015.
Sep 2010Nov 2014

Assistant Manager

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 quality. 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,  technical support and quality.

  • 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.Work location was in Gurgaon, HR and  it was the one and only center in India which was able to generate the revenue more than their expenses. 

Skills

People Management

More that 7 years of experience in people management role helps to understand the value of an employee and effect of attrition on the process and organization.

Process Improvement 

Have been a part of 3 different projects and that experience helps to be a suitable  team member in process improvement 

Client Handling 

Have 4+ years experience in handling the clients  / stakeholders and deliver the result with in specified time frame.

MS Office 

Sound knowledge of excel, word and power point

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 ( International Business )

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

Apr,2017May,2017

Prince 2 ( Practitioner )

Certified
Oct 2016Present

Six Sigma - Black Belt

AIG, Noida

Projects are 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