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Team Leader/Manager Operations

Location:
Delhi, India
Posted:
October 18, 2016

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Harvinder Pal Singh

Delhi, Delhi

acw4k0@r.postjobfree.com - 989*******

Looking for an interesting role that can utilize my experience, knowledge and skill set acquired while working in Last 2 jobs with Wipro and American Express.

With over 4year and 4 months of my career in Inbound Servicing and 15 months in backend process have worked very closely and strong foundation for high level of customer centricity and servicing standards. My wide Experience (Inbound Servicing, Workforce management, Acting Team Leader, Lead Business Analyst and Team Leader Operations) has taught the importance of data analytics, insights, automation, etc. to Solve for challenges and overcoming them in a professional and scientific manner. Open to working in shifts and 24/7 Environment.

Willing to relocate: Anywhere

Willing to relocate: Anywhere

WORK EXPERIENCE

TEAM LEADER OPERATIONS

AMERICAN EXPRESS INDIA PVT LTD - Gurgaon, Haryana - March 2015 to June 2016 Description of the Process last managed: The process was responsible for setup, operational and liaison with technical and servicing front level support on a global online tool providing access to corporate level administrators and relation and business managers to evaluate various reporting requirements. Process Goals Management: Manage performance of a team of 14 representatives servicing US and EMEA customers via email and inventory management tools. The process goals to be managed were

• SLA (Service Level Agreements).

• CTR (Cycle Time to Resolution).

• Quality Audits through an Independent Team.

Shareholder goals management: Shareholder Metrics Included

• ATS: Adherence to Schedule.

• Availability: Team and Individual.

• Shrinkage Time on System/Logouts.

• Leaves Management.

Employee related responsibilities:

• Monthly performance/incentives review for Team.

• Monthly/Yearly ratings review.

• Monthly individual coaching and feedback.

• Managing team/process level escalations.

• Team Huddles for process review and updates.

• Reward and recognition within the team to drive a positive & motivating workplace culture. Process Related Calls/conference Calls:

• Process/project conference calls.

• Process/procedural documentation.

• Assessment of process changes in view of risk and/or automation.

• Process Excellence/Improvements.

• Overlook process inventory and volumes.

• Weekly business review with our Director.

Acheivements:

• Average CTR (Cycle time to resolution) reduction from 1.8 day per case to almost 1 day at process level.

• SLA's improvement for the process 8 percent from average 87 to 95 percent.

• Improved Customer experience and Team Satisfaction as well, with better performance incentives.

• Introduced the daily and weekly reporting of performance to track performance closely.

• Introduced of internal quality audits that led to better quality and performance measurement.

• Building and Leveraging strong relationships with Client relationship manager, Project managers, Peer Leaders across the Globe.

LEAD BUSINESS ANALYST

AMERICAN EXPRESS INDIA PVT LTD - Gurgaon, Haryana - May 2014 to February 2015 It was a specialized individual contributor inbound calls role with the below key responsibilities:

• Technical and non technical setup support for Data upload into the Clients Expense tools via the predefined set of internal proprietary tools.

• Responsible for Voice of Customer and Refer to Friend feedback via a survey based evaluation of Customer experience sent to the requestors.

• It was a blended mix of inbound calls and Back end work, and required a logical and analytical bent of mind to resolve the setup and queries.

• Understand and evaluate criticality of the Clients was extremely important to avoid escalations and business impact.

• Work closely with Global account relationship managers, Client technical/non technical contacts and Client dedicated contact to work the best possible solution for the End Client.

• Attend and start conference calls with all the stake holders and outbound calls to update status.

• Customer satisfaction and end to end ownership.

ACTING TEAM LEADER ( TEAM MEMBER IN TSC )

AMERICAN EXPRESS INDIA PVT LTD - Gurgaon, Haryana - April 2013 to April 2014 Description of the Process last managed: Handle inbound queries from Indian corporate credit card holders. Process Goals Management: Manage performance of a team of 11 representatives servicing and the process goals to be managed were:

• VOCM (Voice of the customer)

• CHT (Call Handling Time)

• ACW (After Call work)

• Hold ( Hold time)

Shareholder goals management: Shareholder Metrics Included

• SLA (Service Level Agreements).

• Abandon rate

• ATS (Adherence to Schedule).

• Availability (Team and Individual)

• Shrinkage (Logouts/ Time on System)

• Leaves Management.

• Quality Audits through an Independent Team.

Employee related responsibilities:

• Review of monthly performance review for Team members and their pay for performance (Incentives).

• Monthly ratings and yearly ratings review and Periodic Performance management review.

• Monthly Coaching and feedbacks in form of one-on-ones for employee improvement.

• Managing team and process level escalations till closure and minimize client impact.

• Team Huddles for process review and updates.

• Reward and recognition within the team to drive a positive & motivating workplace culture and environment Within the team.

• Review the Customer Experience survey data and do commentary analysis to coach the individual on their individual needs and focus opportunities.

Process Related Calls/conference Calls:

• Process related project conference calls and inputs pertaining to the process.

• Process level procedural documentation for standardization.

• Assessment of new changes pertaining to risk or automation of existing process.

• Process Excellence and quick hit ideas for process improvements

• Review and manage process inventory and volumes.

• Weekly business review of the team performance with our SDL/ Director in Leadership level meetings. Acheivements:

• Was the Top TL for 3 months out of 4 for Q1’14.

• Took Customer experience and Team Satisfaction to next level through escalation management.

• Performed daily and weekly reporting of performance to track performance closely.

• Strong Relationship with managers and support functions.

• Worked closely with the Service Delivery leader for the process level performance review, action plan and Data analysis for Business review's at Director and above levels. TSC stands for tele servicing center which was the inbound center that handles inbound calls from corporate card holders around all forms of queries and one point of contact for all issues, except credit and limits related issues.

My role was of an acting team leader, thus to manage end to end performance on both performance and shareholder metrics and delivering an Extraordinary Customer Service Solely responsible for team members key performance metrics like voice of customer, refer to a friend, which was basis a third party survey system that captures the Client Experience basis a series of questions and work on servicing opportunities basis the feedback.

Review the survey data and commentary analysis to coach the individual on their individual needs and focus opportunities.

Review and Publish weekly and daily reports on the feedbacks received and share holder metrics like CHT

(Call handling Time), Availability, Adherence to schedule, etc. Leaves and staffing management basis the requirements and even keep the team motivated through Rewards and recognition within the teams.

Support with process level enhancements and review of any new policies and procedures from operations perspective.

Worked closely with the Service Delivery leader for the process level performance review, action plan and data analysis for BUR's at Director and above levels. WORKFORCE MANAGEMENT CROSSKSILLING

AMERICAN EXPRESS INDIA PVT LTD - Gurgaon, Haryana - April 2012 to March 2013 During this period was given an option to learn and cross skill via the CFT (Cross functional training). This role gave me exposure to the below key responsibilities

• Real Time Analyst - Ensuring the adherence to schedule and timely and effective shift changes while keeping track on the Staffing requirements and the Calls in Queue status.

• Support and resolve any technical and seat allocation challenges due to shift changes and infrastructure Issues, including systems, transport, effective utilization of seating capacity etc.

• Update of schedules and breaks on eWFM thus ensuring availability of various reports available via Empower.

• MIS Reporting - Drive and track CHT, Abandon rate, Service Levels in calling environment, by Publishing hourly, half hourly reports, Review of daily roster changes, Availability reports, Login logout reason reports, etc.

• Report variations in volumes on timely basis to the Operational Leadership to make swift decisions, and thus meeting shareholder and process level goals, and highlighting any critical trends that could lead to better efficiency or potential impact on customer servicing and efficiency and Service levels, etc. Real Time Analyst - Ensuring the adherence to schedule and timely and effective shift changes while keeping track on the Staffing requirements and the Calls in Queue status. Support and help resolve any technical and seat allocation challenges due to shift changes and infrastructure issues, including systems, transport, effective utilization of seating capacity etc. Update of schedules and breaks on eWFM thus ensuring availability of various reports available via Empower. MIS Reporting Analyst- Drive and track CHT, Abandon rate, Service Levels in calling environment, by publishing hourly, half hourly reports, Review of daily roster changes, Availability reports, Login logout reason reports, etc.

Report on timely basis to the Operational Leadership to make swift decisions, and thus meeting shareholder and process level goals, and highlighting any critical trends that could lead to better efficiency or potential impact on customer servicing and efficiency and Service levels, etc. TEAM MEMBER

AMERICAN EXPRESS INDIA PVT LTD - Gurgaon, Haryana - October 2010 to March 2013 This was the role I started my career with American Express as a Customer Servicing calling role and the key Responsibilities were:

• Cater to inbound calls from Indian corporate credit card holders for all queries and support.

• Meet customer feedback/Experience goals.

• Achieve process CHT targets while being customer centric was the goal.

• Took many extra responsibilities within the team to support the process.

• Support with Overtime and in intervals of peak volumes. Cater to inbound calls from Indian corporate credit card holders. It included all form of queries and support on the corporate card products and the goal has always been to stand out with the customer servicing standards of American Express.

The role was purely based on the customer feedback through a third party survey, while ensuring appropriate and validated CHT targets to be met in parallel, but customer centricity was always the key and providing Excellent service was the goal.

While in this role took many additional every day initiatives within the team to drive CHT, Customer Experience and Overall performance to build my own career and develop better insights of the business. TECHNICAL SUPPORT ASSOCIATE

WIPRO BPO - Delhi, Delhi - August 2005 to September 2006 Technical Support Associate and the KRA's were:

• Taking inbound calls for US customers in 24/7 environment with resolution and Customer Experience as the core metrics.

• Follow the troubleshooting procedures as per the internal online technical guidance resource and reaching a resolution as per the knowledge and tool.

• The support was for DELL desktops and any software and hardware issues with the desktop within or outside of warranty.

• Customer servicing was the core of the process requiring customer centric approach and adaptation was the key requirement as the resolution could be driven even with online tools but speaking to someone was always stressed more.

EDUCATION

MASTER OF COMPUTER APPLICATIONS

IGNOU - New Delhi, Delhi

2008 to 2010

BACHLERS OF COMPUTER APPLICATIONS

IGNOU - New Delhi, Delhi

2005 to 2008

SKILLS

MS office, Proficient with basics of Compuer Science and technology ADDITIONAL INFORMATION

Salary/CTC Expectations:

While the Salary and CTC are negotiable, the role would be my real choice as wish to add value to my career and organization goals.

Last Drawn Salary was 6.7 Lakhs annually plus about 25k of incentives as per the incentive structure. So Expected package is negotiable as per company

and industry standards



Contact this candidate