KanwalDeep Singh

***, *****: +91-987*******

Sector 90, Date of Birth: 24/01/1980

Mohali Email: ad0e7m@r.postjobfree.com

Professional Synopsis: A professional with over 18 years of extensive experience in CRM, Business Intelligence & Development, Analysis, BPO operations & service assurance. A proactive leader and planner with expertise in operations planning, change management, quality improvement, revenue enhancement & increased customer delight. Adept in handling a team of Tele-calling executives & BPO processes. Seeking challenging assignments in the field of Operations/Quality & audit/ CRM/ Business Intelligence/ Business Analysis and Development & Service Assurance.

Core Competencies

PEOPLE/ TEAM MANAGEMENT SKILLS

BUSINESS DEVELOPMENT & INTELLIGENCE

ANALYSIS SKILLS

SERVICE ASSURANCE

SALES & RETENTION

CALL CENTRE OPERATIONS

STRATEGIC PLANNING

REVENUE ENHANCEMENT

Vendor Management

Interpersonal & Team Handling Skills

Conflict management skills & positive ideas to motivate employees.

Able to set goals & stick to them until they are accomplished.

Excellent verbal & written communication skills, good logical reasoning & well organized.

Vendor Management

Ability to analyze, prepare & present information to clients & prioritizing client & end consumer needs.

Operations Management - Defining service standards and guidelines that serve as benchmark for excellent service delivery thereby contributing towards ameliorated service revenue generation.

Process Management - Mapping business requirements and coordinating in developing and implementing processes in line with the pre-set guidelines.

Team Management - Managing team functions viz. manpower planning, interview

& selection, induction, performance appraisal, training, etc. Employment History

Feel Free Services – (Digital Marketing) - Role MD 4 Projects –

Social Media Services –

• Create and Maintain Five accounts, Facebook, Instagram, Youtube, Twitter and Linked-In

• Graphic Creations

• What's app Messaging

• Banding, Campaigning and Promotions on various social Groups and Communities.

• Interviews and success/start up Story

SEO and SMO Services –

• Website Analysis Report

• Keyword Research Report

• Competitor Analysis Report

• Driving Traffic

• Links and Multiple retweets

• Categorization of keywords, Primary and Secondary Keywords. Key words of WebSite Google Adword

Sensorise Digital Services Pvt. Ltd. – (e-SIM Services) –Customer Engagement -- 2019 May – 2020 July

Project -- e-SIM Service Provider

Role :

Establishment of Call Centre

Customer Engagement

Modifications and Corrections in CRM

Pre Sales and Customer Onboarding

Chanson Group – (Transport Services) – Sr. Operations Manager ( 1 year ) Projects – Business Model -- Fixed cabs, Oncall cabs and Route wise. Role : Sr. Operations Manager

Vendor Management

Handling Client escalations and Meeting with client

Report to MD.

Strategic planning

Making New Processes, Planning & Implementations for Smooth functioning.

Define the scope with collaboration with senior management

Create a detailed work plan which identifies and sequences the activities needed to successfully complete the project

Determine the resources (time, money, equipment, etc) required to complete the task.

Associations, for Enhancement of vendor Network.

Data Analysis and taking corrective Action.

Jugat.Net as Managing Director – It was my own Start-Up Role : Managing Director –-- Launched 3 Voice Utility Services”

Psychology Expert

Online Astrologer

Dog expert Service

These were voice utility services created on the Cloud based technology, aligned with Psychology, Astrology, and Veterinary Experts

Bharat BPO Services Ltd. ‘March’ 2014- ‘Sep’ 2015

Projects : Spice Mobile, Spice Safar, Spice Hotspot, Tech Mahindra (Saral Rozgar), Guardian Health Care, Mobomoney, Disney and Zipdial. Resourcefully Managing 8 projects (160 Seats call centre) Role: Business Development and Operations Manager

Establishment of new processes.

Maintaining SLA and Productivity.

Analysis and Controlling Cost factor.

Client Meeting.

Strategic planning.

Report to COO.

Customer Service Management.

Managing Day to Day Operational activities.

Revenue enhancement.

Process Implementation and its Business Case.

Analysis on nature of complaints and Coordination with various departments for closure.

Coordination with various departments for closure of Issues.

.

‘Aug’ 2007 to ‘March’ 2013

Spice Digital. Ltd. (Mohali) as Manager – Product Innovations & Business Development & Intelligence.

Processes: Airtel, Vodafone, Idea, Reliance & BSNL. 1) Role: Product and Marketing Manager

Resourcefully managing 18 Outsourced call centers, located at various states of Country (India).

Vendor Management (Training, invoicing, Agreements, etc.)

Establishment of Call Centres.

Handling all issue related to data, payments and day to day activities.

Analysis and Controlling Cost factor

Seat utilization.

Operational Strategic planning

Revenue enhancement.

2) Account Manager - Reliance

a) Exploring potential Product, avenues and managing marketing and sales operations for achieving increased business growth and initiating market development efforts.

b) Working in unison with Cross Functional Heads/ Teams. c) Planning & execution of Reporting Format Dashboard & Circle Dashboard. d) Analyzing latest marketing trends and tracking competitor’s activities and providing valuable inputs for fine tuning brand identity. e) Monitoring, Planning & execution of Circle Docket. f) Promotions and Marketing strategies.

g) Revenue Enhancement.

3) Account Manager - SMS 56300 Service

Organizations: BSNL, Reliance & Idea

a) Analyses on Daily MIS.

b) Business case.

c) SMS & OBD Promotions Planning & Designing.

d) Initiate new products for SMS 56300.

e) 140 % Growth in Monthly Revenue of the Service

4) Product Innovations

Revenue Projections for New Products

Product Designing of New Products

Revenue Targets

Promotions Strategy

Project Management

Ensure Complete Delivery of Products

Launched Services

Live Aarti.

Regional Radio.

Chun Management Portal

Customer Engagement offers

SMS 56300 Services on USSD

September’ 2004 to July’ 2007

Competent Synergies Pvt. Ltd. (Mohali) as a Team Leader. – Operations & Quality; The company is engaged in the BPO process of HFCL Infotel Ltd. Competent Responsibilities:

Role:

a) Manage call centre inbound operations

b) Manage a team of 30 employees to achieve monthly targets. c) Maintain Service Level.

d) Minimizing shrinkage & attrition.

e) Monitor QA dashboard.

f) Refresher training.

November’ 2002 to August’ 2004

Quixstar Marketing. (Mohali) as Sales Executive – Marketing & Business Development; The company is engaged in the DMA for Airtel Bharti. Role:

a) Achieve the Targets.

b) Responsible for lead generation, follow-ups, business meetings to customers. c) Understanding of client’s requirement, mapping same with the solutions. d) Client Visit for closing orders.

EDUCATIONAL CREDENTIALS

Higher Secondary (C.B.S.E) from S.D Public. School, Chandigarh. Senior Secondary (C.B.S.E) from K.V. Central School, Chandigarh. Graduation ( B.Com) from CV Raman University

TECHNICAL QUALIFICATIONS & SKILLS

Proficiency in Office Automation & Internet Applications. LANGUAGES: English, Hindi and Punjabi

Date: 22nd Aug, 2022 (KanwalDeep Singh)

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