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Supreet Singh

Assistant Manager - Operations 

Summary

Results-oriented professional with Lean Six Sigma Black Belt and PRINCE 2 Practitioner certification seeks position with the organization to facilitate adoption of new lean initiatives using experience in employee training, critical analysis and project management.

Work Experience

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 & with the client 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.

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 -