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assistant manager operations

October 12, 2016

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Simranjeet Singh



To pursue my job with full zest and interest and to imbibe all the better qualities of a professionally managed organization so as to enhance my professional skills. I am Dynamic and active, strong-willed and decisive towards my work.

Computer Proficiency:

3 years Diploma in certified Computing from Aptech Computer Education.MS Word, MS Excel, Windows XP, Windows Me, Windows 98, Intermediate Internet Skills, Basics of HTML, C, C++, Oracle SQL, Handling Windows troubleshooting.

Education: Bachelors of Arts from Allahabad University in 2003

Asst. Manager at DTS Live, Panchkula

Jan 2016 to Sep 2016


Leading a group of 30 associates with one Team Leader.

Schedule meetings with school & collage’s Director or Principals under (Mohali, Panchkula, Chandigarh & other states of India).

Make them understand about our project of admissions (Sales & Marketing).

Manage full cycle till time they sign the contract.

Full Responsible to promote “Pardesi Link” for our U.S Client.

Training and development of staff.

Generating and assigning leads in the system.

Reporting of all other service channels by mails and telephonic.

Data capturing of all integrated resources to maximize sales.

Contribute for the initial hiring and selecting process of the front line.

Assigning daily workload to team members and ensure to meet deadlines.

Developing and achieving performance goals.

Evaluation of team performance and develop performance improvement plans.

Identification of skill gaps and develop skill development programs.

Ensuring that team follows company policies and procedures.

Scheduling team meetings to discuss about project issues and status.

Weekly meeting with Client.

Senior Team leader at Serco Private Limited, Mohali

Oct 2012 to Dec 2015


To manage the day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards and sales targets, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable.

Delivery of team sales, service level components, quality and productivity targets & indicators.

People Management, including all HR related issues, as well as staff development.

Operational Management: Managing the floor, adherence to schedule.

Ownership and problem resolution.

Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.

Training and development of staff.

Motivation, leadership for a team of 35 and developing future leaders.

Recommendations for product and process development based on customer feedback and analysis of the same.

Conducting performance appraisal for the team.

Contribute for the initial hiring and selecting process of the front line.

Compiling reports on team’s performance and customer feedback.

Communication and being a focal point of dissemination of information from management to team and vice versa.

Work very closely with team members to solve customer problems. Also needs to understand agent's problems and weaknesses and address these.

Offers solutions and suggestions for process and product improvement to management.

Required making decisions on any matters relating to improving revenue generation & customer satisfaction with regards insofar as it affects call handling and call center processes.

Possesses certain additional supervisory level authority for reversal of charges.

Responsible for making decisions on training requirement for team members and adjusting targets to suit the needs of the business.

Responsible for all HR-related issues affecting team members including conducting appraisals, confirmations, promotions and terminations.

Team leader at Kochar InfoTech Private Limited, Amritsar

May 2008 –Oct 2012


Teams performance and Handling team of 25 agents and 1 S.M.E of Domestic & International Process.

Timely submission of Operations Review in International process.

Attrition control.

Conduct audits & share feedback with team members.

Analyze various reports including process dashboards & team performance reports.

Work with the manager to develop/implement action plans to achieve desired performance levels.

Target achievement on sales.

Responsible for Client escalations.

Propagate positive teamwork across work groups & drive business results.

Active participation during team huddles to ensure retention.

Own and Drive continuous improvement within the process through actively identifying such opportunities through Quality initiatives.

Sales Manager - Two Wheeler Loans at Centurion Bank of Punjab, Amritsar

Sep 2005- May 2007


Responsible for sourcing Auto loans through Channels - Dealer/DSA, Bank Branches and Corporate Sourcing.

Achieve targeted disbursements, weighted IRR & cost of acquisition.

Empanel new channel partners to grow business.

Source Used Cars cases from organized players in the market.

Achieve The Insurance Cross Sell targets

Build and manage a team of 4-5 dedicated executives.

Handling the team of 10 People.

Sourcing Business from Dealers and Branches through the FOS Team.

Ensuring that time lines of disbursal are met.

Ensuring collection of Post-delivery Documents Like Registration certificates.

Cross selling the other Third Party Products.

Maintaining TAT / PDD and servicing dealers.

Computer Instructor at National Computer Literacy Academy, Amritsar

July 2003- March 2005


Work with an assigned group of 5-10 members.

Be consistent in provided the Seminars and Presentations to Collage & school Students.

Check in with the Director 30 minutes before each session begins to address any thoughts or concerns.

Serve as a role model to students by demonstrating a strong work ethic.

Work collaboratively with Teachers to address site-specific issues.

Teach the students how to use basic computer programs.

Support classroom systems/procedures and help manage student behavior to ensure all students are fully engaged in learning report on any academic or behavioral concerns.

Refer discipline problems to the Director if problems persist.

Document students’ day-to-day academic progress by completing evaluation forms for each session.

Maintain a clear communication about students with the Director.

Handled more than 300 Students under my guidance.

Support a school-wide culture of high expectations that includes college preparation for all students.

Perform other related duties as required and assigned.

Faculty Member at Bhartiya Vidya Bhawan, Amritsar

Feb 2001 – Jun 2003


Meeting with Principals and given Presentation to them for the contact achievement.

Plaining Budget and Strategy for further process.

Co Organizing Voice Vision’s various events & seminars.

Handling students of Ms-office, DTP and web designing.

Manage faculty members to provide training on Computers to students (MS Office, Windows, Internet, MS Outlook, Power Point etc.)

References: References and writing samples available upon request

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