Customer Service Manager

***-*, **********,*** ***** • BEHIND NCC OFFICE • SAFDARJUNG ENCLAVE • NEW DELHI- 110029

PHONE +91-987******* • E-MAIL ****.*****@*****.***, **********@*****.**.**.

NARESH SINGH

ADDRESS

***-*, *umayunpur, 1st Floor, Behind NCC Office

SafdarJung Enclave, New Delhi- 110029

OBJECTIVE

To work with total involvement, independence and understanding of processes of the organization I work for. At the same time being eclectic and lead a team with an objective to deliver a consistent perfection-oriented quality work, with wholistic and system approach, innovative techniques and creativity. Learning through participation and taking action while keeping the integrity, ethics and values of the team and the organization intact.

PROFESSIONAL EXPERIENCE

Sept 2016-till date

Concentrix Daksh Services India Pvt. Ltd.

Assistant Manager-Operations

Working as an Assistant Manager-Operations in Concentrix Daksh, a global provider of high value business services. Currently handling Seller Support backend services for one of the premium clients of Concentrix for their premium LOB

Managing a team of 18 FTE's under 1 TL and 2 SME

Drive Team adherence and manage monthly scheduling and daily targets in coordination with the WFM team

Manage key business metrics like SLA's, PRR, AHT, Transfer & Resolve Rate

Drive Continuous Improvement in the team along with metrics improvement

Managing daily team activities and ensure the daily operations run smoothly. Making sure the team delivers optimum results on achieving daily targets.

Support timely and efficient service to Amazon's Sellers; serve as second point of escalation for calls & emails from our sellers. Responsible for creating a high-performance team resulting in an effective interaction for Sellers.

Daily review into team metrics to uncover associate opportunities and develop plans to improve team performance

Jan 2015 – Nov 2015

Saburi TLC Worldwide Services Pvt Ltd.

Assistant Manager-Operations

Worked as an Assistant Manager – Operations in Saburi TLC – a premium tech support service, proactively securing and resolving issues for customers via Phone, Chat, Email & Remote. Handling a tech support and customer service process catering to US, UK and Australian customers and driving and meeting daily software sales and revenues.

Managing a team of 70-75 FTE's under 2 TL’s and 2 SME’s

Client/Customer/People Management

Manage the daily team activities and ensure the daily operations run smoothly. Meet daily sales and revenue targets.

Drive Team adherence and manage monthly scheduling in coordination with the WFM team

Manage key business metrics like SLA's, CSAT

Drive Continuous Improvement in the team along with metrics improvement

Generate dashboard and scorecards for the Team for review.

Performance management and appraisals for the entire Team.

Weekly Reviews to the Management on key deliverables.

One-on-One with the team and scheduled Monthly Team meetings./Feedback and Coaching

Knowledge management for the team and quality control

Apply performance management strategies - action plans, R&R etc.

Oct 2007-Feb 2014

IGATE Global Solutions Ltd

Assistant Manager-Operations

Worked as an Assistant Manager- Operations for a Technical

Service Helpdesk- troubleshooting technical issues and Incident

Management. I was also responsible for tracking and

delivering against targets for key metrics. Also responsible for Quality audits and providing effective coaching and feedback to analysts. Hiring key resources for the project was also a part of my KRA. I also worked closely with the VMO at clients end in Managing applications ID’s for the analysts (old and new). Access management for the Noida ODC.

In 2008 – 09, onshore POC for the migration/transition of a new IT- Service Helpdesk Project for Royal Bank of Canada. Responsible for creating Knowledge Transfer template, proof-reading SOP’s and sharing of products and processes with the Offsite Transition Team. Successfully trained on troubleshooting on ESD Applications, IE and Password resets, Web based applications & server applications troubleshooting.

Training resources for conversion in billable headcount against stringent timeframes. Recruiting, training and monitoring staff

Responsible for monthly scheduling and adherence for Noida site. . Yearly appraisals, processing BGC (back ground check) for new hires. Effective liaison with the cross functional groups of IGATE and ensure smooth functioning of the process with respect to Transport support, Local IT support and Finance.

In 2010, was identified as one of the Team Leader for offshore POC and liasioning in-house with different departments for the successful migration/transition of Wave 2 of Orderdesk (Incident Management) for RBC. Responsible for managing the pre-process training of the new hires and responsible for ID and Application testing.

Oct ’07 – May ’08- Team Leader for a pilot B2B inbound customer service process (VirginMedia) dealing with Telecommunication and Broadband,

Managing Team’s monthly / weekly performances and providing feedbacks and conducting 1-to-1’s. Tracking daily SLA’s for team

Monitoring and auditing calls and providing effective coaching to the agents.

Successfully trained a batch of 15 agents as the Primary Trainer for the 2nd phase of the Customer Service in the month of Jan-Feb ’08. The Head of Customer Service (Virgin Media) evaluated the batch personally gave 100% go live certification.

Achievements: Even though not being from a Tech background; I increased and upgraded my technical knowledge in the last 6 years and successfully managed a Technical Service Helpdesk for one of our high profile client.

Extra Miler Award for JAS ’08 and OND ‘08 quarter.

Best Team Leader Award for AMJ ’09, JFM ’10 and OND ‘10.

Attended a basic 2 weeks training on fundamentals of Transitioning and Solutioning in October ’09.

Have gone through internal 3 days ITILV3 Foundation training in July ’12 and cleared the test with 65% marks and internally ITIL certified.

December 2004-July 2007

HCL Technologies Ltd

Team Leader

Joined HCL as a Sr. Customer Care Executive for one of their premium clients, British Telecom and was promoted as a Team Leader in August 2006 and handled one of the biggest Inbound Process (HD1) which handled services like customer support, payments, Billing support, and fault registration and engineer assignment. Handling escalation calls.

Monitoring Team’s monthly / weekly performances on the set SLA’s and providing feedbacks on the same. Handling and maintaining SLA’s like AHT, Quality, C-Sat.

Auditing Calls and providing effective coaching to the agents.

Handling people issues like Absenteeism, Employee Satisfaction etc.

Stream lined and simplified the process by developing a brief and user-friendly process manual to help new and old advisors on the calls.

Responsible for team of 19 advisors. I was also responsible for their half yearly and yearly appraisals and monthly one-to-ones.

Achievements: Achiever’s Award in the month of March 2005 and subsequently in December 2005 and February 2006.

My team received the EDCSM Quarterly Champ awards for the quarter OND ’06 and I was awarded the best Team Manager Award.

Represented HCL for the semi-finals for the prestigious MyCustomer Challenge Cup for British Telecom in Birmingham, UK

Have been selected as one of the TL to transition and successfully transitioned a new Broadband process (Customer Unaligned Billing) on-site.

Have gone through a 6-day Team Leader Development Program Training conducted by OnTrac, Bangalore any many such training on operational requirement during my tenure as a Team Leader in HCL.

April 2001-December 2004

IBM Daksh

Sr. Customer Care Executive

Worked with IBM Daksh (A leading provider of Business Process Outsourcing Services to Fortune 500 companies). Job responsibilities included facilitating the customer online via back-end process (Amazon.com customer service) voice-based process (customer service & collections). Responsibilities included taking supervisory and escalation calls. Mentoring of new hires in terms of quality and productivity. Fulltime floor support on the production floor. Assisting Team Leader on staffing, marking and forecasting attendance.

June 1997-December 2000

Prometheus Management Consultancy & PRAGYA-an NGO

Project Team Member

Worked as an Administrator and a Project Team Member for Prometheus Management Consultancy Firm and PRAGYA, a non-governmental development organization, Gurgaon. www.pragya.org. As a part of my day-to-day responsibilities included complete management of:

Administration-supply management- managing vendors and book keeping, Travel management for the entire team

Managing appointments and meetings with Government officials and potential funding agencies, presentations, conducting interviews, workshops etc. Liasoning with Govt. Departments, Ministries and other Private Organizations.

Ensuring events and conferences run smoothly; dealing with contractors and suppliers; carrying out inspections of property and services

EDUCATION

1991-1995 University of North Bengal Darjeeling

Bachelor of Science (Zoology)

LANGUAGES

English, Hindi and Nepali.

HOBBIES

Adventure Sports (Trekking, Rafting, Camping and Mountain-Biking), Travelling, Driving, Reading and Listening Music

REFERENCES

1. Swati Bajpai –Manager-Quality at MetLife

Contact No. -997*******

2. Anupam Gupta – Project Mgmt Sr. Advisor, Transition Services at Dell

Contact No.- 981*******

3. Nitin Gupta – Manager-Training at Mahindra

Contact No.-987*******

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