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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


Assistant Manager - Service Delivery ( Process Excellence )


MK is a third party quality consultant firm for many MNC clients in travel, technical, telecommunication and finance domain. Joined MK as Assistant Manager to improve the aligned process using six sigma methodologies. 

Roles & Responsibilities -

  •  Identify the opportunity area and suggest the process improvement projects to the client. 
  •  To train the operations team on Six Sigma methodologies ( Yellow Belt ) and regarding the new monthly project.
  • To deliver the in-depth analysis report of the projects & share the power point presentation as per the SLA. 
  • Share the feedback with the overseas Team Managers through weekly conference call.
Jan 2016Oct,2017

Assistant Manager

Concentrix Daksh

Started working with Concentrix in Jan,2016 and was aligned to a pilot LoB of Google Youtube. Handled a team of 30-35 executives and meeting the CWT and Quality was the major KRAs from clients end. People management, Metric management and process improvement were the  required skill of the specified role.

  • BB Project - Successfully completed the project to Increase Sprint Promoter Score from 27% to 34.5% in Sprint with in 5 months. 
  • GB Project - Successfully completed the project to Control Attrition from 15% to 3% in Youtube with in 3 months
Dec 2014Dec 2015

Team Leader

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.

  • Created systematic seating plan blueprint to track the agent's seat which helped to meet the abandon SLA of 98.5%.
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. Astral was a technical support firm which was providing their paid services over the phone to UK, US & Canadian customers. After another 12 months got promoted as Assistant Manager and handled a team of 2 Team Leaders 10 quality auditors. 

Roles & Responsibilities-

  • To manage performance of the customer care & sales verticals in terms of Quality & driving continuous process improvement.
  • Managing NHT on boarding, Training & Certification of new hires.
  • Proactively analyse the data and find the scope of improvement in the process .
  • Monitor Team performance, identify improvement areas, implement action plans and track them to closure.
  • Drive skill enhancement initiatives in the team through knowledge sharing, case study &
    cross training.
  • Ensuring zero tolerance is observed for any non-compliance in terms of process hygiene.
  • BB Project -Successfully completed the project of Sales Improvement which increase the sale by 200% with in 4 months. 
  • GB Project - Increased the CSAT from 47% to 85% with in 3 months.
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. 

Highest Education

Aug 2012

Bachelor Of Commerce

Open School Of Learning

University - Vinayaka Mission University, Salem



Six Sigma Black Belt  

Certification Institute - Astral Associates Pvt Ltd


Project Management

Personal Details

Father’s Name                                       :               Late Mr. Hari Singh

Date of Birth                                           :               Jan, 13, 1987

Sex/Nationality                                     :               Male/Indian

Languages Known                               :               Hindi and English.


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


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SUPREET SINGH                                                                                                                                                                                           Place -