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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 the data and information to ensure factual, contractual and regulatory requirements are met. Expertise in effectively training employees on new products/services, procedures and six sigma methodology. Possess extensive experience in call center operations, process excellence and providing leadership to teams in the delivery of high standards of service and the delivery of established objectives and KPIs

Work Experience

Aug,2018Till Date

Deputy Manager - Quality 

Aptara Corporation 

Aptara is subsidiary of iEnergizer and one of the oldest in the publication industry. Organization has the manpower of 4000+ employees and works in 24X7 environment. It has client base of some of the most renown companies in books and pulication industry such as Pearson, Wiely, IEEE, Amazon, Elsevier ect.

Roles & Responsibilities - 

  • Process Improvement Project
  • Apply Lean Methodology in all the available area.  
  • Providing Training to the employees on six sigma yellow belt and green belt.
  • Find the scope with in the process to apply automation
  • Client handling and share the KPI Dashboard with RCA and CAPA.
  • Team handling of 50+Quality Auditors.
  • Feedback and client escalation closure as per TAT / SLA.
Oct,2017May,2018

Assistant Manager - Service Delivery ( Process Excellence )

MattsenKumar

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

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.

  • 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 25% with in 4 months. 
  • GB Project - Increased the CSAT from 47% to 85% with in 3 months.

Highest Education

Aug 2012

Bachelor Of Commerce

Open School Of Learning

University - Vinayaka Mission University, Salem

Certifications

July,2013Dec,2013

Six Sigma Black Belt  

Certification - Astral Associates Pvt Ltd
Apr,2017May,2017

PRINCE 2

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.

Confirmation

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

 

SUPREET SINGH                                                                                                                                                                               Date &   Place -