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Manager Customer Service

Location:
Delhi, Delhi, India
Posted:
November 15, 2018

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Resume:

DHARMVEER SINGH

PERSONAL INFORMATION

Name : Dharmveer Singh

Date of Birth : 02-Feb-1989

Address : C-116, Old Seemapuri, Delhi

Mobile : +91-971*******

Email : ac7phc@r.postjobfree.com

PROFILE

Goal oriented individual seeking a position with organization in order to apply leadership and management skills to motivate team members and increase productivity

EDUCATION

2009-2013

Graduate with Commerce stream wherein study done by correspondence and also Certified in Marketing and research of business by Dr. Reddy institute (with short course of 3 months)

2007-2008

Completed intermediate with commerce stream from CBSE Board Delhi

2005-2006

Completed high school with all subjects from CBSE Board Delhi

PROFESSIONAL EXPERIENCE

June’2018-Present Asst. Manager

Cogent E-Services Pvt. Ltd.

Started working with Cogent-E Services as an Assistance Manager-Operation for TataSky Inbound voice process

Assisting the manager in Organizing, Planning, Implementing strategy to met process requirements

Responsible for the operational success of the process in terms of meeting both client and internal target thereby ensuring achievement of KPIs i.e. Service Level, SL, Abandon, ACHT Etc.

Responsible for span of 105 representatives along with 4 Supervisors & a SME

Evaluate employees performance and identify hiring and training needs

Supervise and motivate staff to perform their best

Co-ordinate with Training & Quality department for BQ agent, TNI refreshers

Make sure all employees adhere to company’s policies and guidelines

Dec’2016-June’2018 Senior Team Leader

iEnergizer IT Pvt Ltd

Worked as a Sr. Team Leader for PayTM process and currently handling Network solution (Mobile technical support)

Responsible for driving performance within the team and achievement of basic matrices i.e. Net Login Hrs, AHT, Call Quality, C-Sat, Shrinkage and Attrition

Responsible for the operational success of the process in terms of meeting both client and internal target thereby ensuring achievement of KPIs (Key Performance Indicators) i.e. Service Level, Abandon%, Answered%, Quality and handle escalation calls whenever customer required etc.

Guide the support team (SME) in a way to achieve the number of given KPI like- Quality, ACHT, Customer satisfaction, FCR, Net login hours, Break time etc.

Arrange the Quality/TNI session for the whole team or required resources and move them in way to achieve the score

Prepare the monthly review on delivered numbers

One O One session with advisors to understand their problem/issues related to process/product and rectify with immediate basis

Responsible for Salary issue & attendance correction of the process

Aug’2015 to Dec’2016 Team Leader

Digicall Teleservices Pvt. Ltd.

Worked as Team Leader For Shop-clues process

Responsible for team of 25 members wherein needs to provide the resolution for their point related to online shopping or post product delivery issues

Identify the gap between customer & advisor’s communication(100% adherence)

Call listening activity on daily basis and given the feedback on daily basis for minor/major mistake over the call

Share the details with management of BQ agents and arrange the quality session for them to resolve their doubts

Coaching agents for the betterment in their performances

Responsible for Client & internal target: Repeat %age, Transfer rate, ACHT, Call Quality, C-Sat, Net login hours, Shrinkage & attrition etc.

May’2012-Aug’2015 Customer support representative & Team Leader

IEnergizer IT Pvt. Ltd.

Started work as CSR for Samsung process wherein needs to handle the technical calls and resolution to the customer for their device

Responsible to meet the individual numbers as given by process/supervisor

Also worked on CMS/command center and got the opportunity to handle the operation team.

May’2011-Apr’2012 Customer support representative

Spice BPO Pvt. Ltd.

Responsible for handle the customer calls and provide the resolution for their issue with Dish TV STB and also responsible for given KPI

Always needs to aware with new process update & deliver the KPI’s as given by process/supervisor.

ACHIEVEMENT

Awarded for Best Team Supervisor in Stack Ranking (iEnergizer) for the month of Oct’2017, Dec’17 & Feb’18

2 times awarded for best Team leader in Stack ranking (Digicall Teleservices).

Awarded for best Supervisor with 0% attrition for last 2 months from Oct’14 to Nov’14 (iEnergizer)

Get promoted as an Acting Team Leader to handle team in Oct’13 and got documentation on Apr’14 of Team Leader-Ops (iEnergizer)

TECHNICAL ATTAINMENT

Having good knowledge of Excel, MS Office, MS Word

Strong knowledge about data preparation on Excel

Strong knowledge about Power point

SKILL

People Management

Having good people management skill where I can actively develop my team with Recognition

Build a solid and respectful relationship where I can invest some time with advisor, so we can encourage, support & boost their morale

ProActive

I am always trying to being proactive so that i can provide the direction to advisors whenever things go wrong

(Dharamveer Singh)



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