Manager Customer Service
Resume:
Address: H.No. ****,
CURRICULUM Sector **-D,
Chandigarh
VITAE Phone: 017*-*******
Email: ***.**********@**********.***.
Supinder Pal Singh
Objective To share and augment knowledge
by working in a progressive work
culture with self determination of
being creative and innovative. To
grow simultaneously with
organization, Endeavoring a
striving position in IT enabled
industry and carve a niche for
myself with the best of my abilities.
•
Skills and Strengths Competent and dynamic
professional with rich &
varied exposure of almost 11
Years in entire gamut of
activities involved in Service
Assurance, Process
Management, Customer
Services, Business
Operations, team
Management, & Client
Servicing.
• Experienced in Customer
Service, Complaint & Query
Management, Recruitment,
Product & Process
Management in Telecom
Industry reflecting
Pioneering Experience &
record breaking
performance.
• Competent to work individually
& within team while ensuring a
customer oriented and
interactive approach.
• Excellent communicator with exceptional talent for
problem solving through analytical thought process,
as attested to by a track record for target
achievement and employer satisfaction.
• My Key role requiring a high level of commitment,
organization and communication, with constant
deadlines and budgets needing to be met. Ideally being
practical, pro-active, level-headed and thrive under
pressure, whilst maintaining a sense of humor in the face
of adversity.
• Well-organized and highly efficient working in a multi-tasking
dynamic environment. Ability to plan, organize and
supervise work of others.
• Ambitious &progressive, team leader with broad-based
achievement in service industry with specialized skills in
operations, quality marketing, sales, services and
problem solving.
Education MBA (Operations) from
Symbiosis – Pune, 2011.
Bachelor of Engineering (B.E. – Electronics& Telecom) with
distinction from S.R.T. Marathwada University, Nanded in 2001.
HSC from S.D. Public School, Sector 32-D,
Chandigarh in 1994.
SSC from Govt. Model Sr. Secondary School,
Sector 35-D, Chandigarh in 1992.
Certified in Web Designing from STG Pvt. Ltd.,
Chandigarh.
Work History / Training Etheric Technology Pvt. Ltd.
Annals Sco – 42, MDC,Sector-5, Panchkula.
CEO – Chief Executive Officer, May’2013 till date.
• Responsible for IT Solution & E-Governance projects
Conceptualization including
Design,Digitization,Scanning projects for
Haryana,Himachal Pradesh,J&K.
• Responsible for providing support for government
departments in planning,managing & Implementation of
various phases & service delivery portfolio of E-
Governance & IT Solution projects.
• Preparing framework for transition of projects,Bidding
documents – Developing Software & Documentation
Inventory, Hardware configuration& Hosting
Services,Create readiness gap analysis & deficiency
plan,Researching on other state E-Government
programs with introduction of Benefit-Based Funding
models..
• Projects done – CENSUS 2011 – Haryana, J & K, NPR
– National Polling Register – Haryana,RSBY- Rashtriya
Sewasthya Bima Yojna – Punjab, BSNL – Punjab
Digitization & scanning project.
• Production and development/testing environments for
E-commerce services including servers, software,
implementation consulting, helpdesk support, PCI
Certification of application and hosting environment.
• Minimizing resource cost and impact to agency to
validate migrations, train agency staff, and modify
interfaces,ensuring continue functioning of online
services.
GCS Computer Technology Pvt. Ltd
(Regional Center PTU). Sco-162-163, Sector-9, Chandigarh.
Operations & Administration Manager,Jan’2012 to Mar’2013.
• Responsible making projections, planning for
adjustments, and analyzing and reporting on the status for
regional center Punjab Technical University - PTU.
• Handling Overall responsibility for construction of new
Regional Center for PTU in Chandigarh & using skills
necessary to combat a myriad of modern challenges as
downsizing, merger mania, restricted finances, an
accelerated business pace, a multidisciplinary world,
rising competition and seemingly ceaseless change,
acting singly and in concert
• Responsible for generating communication materials like
press releases, media alerts and fact sheets
• Handling pending results of students & follow up from
PTU Jalandhar for updating results on website of
university
• Identifies and employs appropriate fiscal management
tools and technology for Regional Center & 100 Learning
centers of PTU in tricity & Haryana.
• Member of CMA-Chandigarh management association
team a 40 Years old organization established in 1966.
Association main objective is to promote development of
professional management practices in Industry, Trade &
Business in private and public sectors.
IBM BUSINESS PROCESS SERVICES PVT. LTD
DLF IT Park, Kishangarh,Chandigarh
Assistant Manager (Operations)June’2007 to Dec’2010.
• Handling Jammu & Kashmir prepaid process of Bharti
Telecom (Airtel) including manpower of 140 CSR’s.
• Rewarded as “Great Manager” (2007-2008) in overall 3-
Business Units in india of IBM for enabling Excellence in
Employee Engagement (Gallup Survey).
• Certified in “Yellow Belt”.
• Responsibility executing the task of interacting &
coordinating with Service Assurance & Service Delivery
Managers.
• Pivotal in initiating, Planning, Execution,
tracking/monitoring, controlling & completing the project
as scheduled and in implementing operational process
for increased efficiency.
• A technically proficient individual managing Operations to
maintain a set level of Fault TT SLA Compliance, Repeat
TT Analysis & redresses, Second Level Desk TAT & FTR
%.
• Assist management in Planning, Quality Control,
standard maintenance of service & design training
programs for service. Proactively led the task of
Developing & Implementing new ideas to Increase C-Sat
& to reduce Churn Proven. Expertise in conducting
customer need analysis & developing new processes
tailored to suit Customers requirements.
E2E SERWIZ SOLUTIONS LIMITED
(Tata Enterprise)
B-75, Industrial Area, Phase-7, Mohali
Team Leader (Operations) Jan’2005 to Jan ‘2006
Promoted as Sr.Team Leader Operations, Jan’2006 to
June’ 2007
• Demonstrated as Best Team leader in the month of June
2005 & February 2007 among 75 Team Leaders of the
company and rewarded as best team leader for two
times in May, 2006 and June 2006 in the process.
• SPOC for handling Infrastructure (Hardware& Software)
Assets of Overall Process.
• Provided Services while being part of UAT (User
Acceptance Test) team for new product rollout from
product team to customer care team. Processed Lay Out
& continuously executed task for product improvement.
• SPOC for ISO 9001-2000 Certification for RTB –Process.
• Coordinated with BPO team to analyze problems /
Issues faced in Wrap Ups, SR & Complaint reports to
answer queries of customers / enterprise and provide
services within agreed TAT & SLA.
• Adroitly and deftly executed Front - End call center team
meeting service levels & delivery results.
• Made Annual operating plans for product related to
process, developed & implemented new ideas to
increase C-Sat to reduce Churn.
RELIANCE INFOSTREAMS PVT. LTD. May’2003 –
Dec’2004 DAKC, Navi Mumbai
Customer Response Executive (NNOC- Operations)
• Monitored & supervised a team of 15-Customer Care
Executives & handled department of SMS, Connectivity
& Back Office Process of Reliance India Mobile since the
initial phase.
• Solving the Trouble Tickets and SR’s raised by the BPO
Reliance India Mobile and send to Front End Office
within SLA.
• Responsible for preparing MIS Reports, Service Assurance/
Service Delivery & Out of SLA Cases.
• Daily monitoring of calls of CSRs using appropriate tools
(NICE) and giving floor support to all CSRs and handling
their queries.
• Feedback session of daily updates along with TL’s and Team
members.
• Managing the CMS-Reports, daily, weekly and monthly basis
and analyzing Break and Aux Schedules.
SPICE TELECOM (FRANCHISE) July’2001- May’2003
Team Leader (Marketing)
Location – Chandigarh
• Implemented training course of new recruits &Profits.
• Reviewed & Interpreted completion after in-depth analysis of
market & executed numerous Brand-Building exercises, Providing training to
different executives & undertake various promotions.
• Established healthy Business relationships within market & other
channels involved & developed rapport within Clients / associates /Customers by
providing excellent customer service .
• My duties includes handling Prepaid &Postpaid Sales, customer
liaison, sales promotion, market research and other duties assigned within our
marketing department.
SOFTWARE TECHNOLOGY GROUP PVT. LTD.
Assistant Marketing Manager May 2000 – Sept
2000
Location – Chandigarh
• Suggested new products that increased earnings by23%
• Managed 15 sales representatives in Chandigarh division.
• Made several tie-ups with local market giants like REEBOK,
EBONY, COKE and organized roads shows, competitions in schools, made a
reputation of my institution throughout the region.
Personal Details
Father’s Name : Late S. Harbhajan Singh (Major in Indian Army)
29th March, 1977
DOB:
Marital Status: Unmarried
Permanent Address: House No. 3210,
Sector 35-D,
Chandigarh
E-mail: ***.**********@**********.***
Contact Nos. 017*-*******, 921-***-****
Achievements Represented college in Inter College Competitions
Gold Medalist in 100 Mts. Dash.
Industrial Training As part of Engineering course. I got an opportunity to
undergo Industrial training in Punwire – Punjab
Wireless Ltd. (Mohali) in division RLS – RTS, Radio
Line & Trunk Systems.
Project Knowledge Done project on Artificial Intelligence
A Robotic Arm based on Microprocessor Control and
Design
Hobbies Traveling, People Management & Exercising in
Recreation Center (Gym).
Supinder Pal Singh
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