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Manager Customer Service

Jalandhar, Punjab, India
January 08, 2020

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Sandeep Kumar Dogra

House No – 1730/2

Sector – 15,


Mob: +91-700*******



To learn more and more and upgrade myself at every stage of life and be a part of growing company with good future prospects and be a successful professional.


·B.Sc (IT) from Kurukshetra University

·12th from CBSE (Non- Medical)


Operations Management

·Managing client relationship for the organization.

·Managing SL, AL, AHT & Quality for Operations.

·Formulating and implementation of Periodic reports and suggestive analysis.

·Timely hiring and training planning to have manpower intact.

·Work closely with all support functions to maintain the consistency of the process.

·Regular Client interaction for process related issues and growth.

·Client Interactions - Highlights major business updates to Clients and keep them updated with the progress.

·Motivating each Team Member, guiding, monitoring their performance and implementing corrective actions.

·Preparing the internal and client related daily, weekly and monthly reports.

·Presenting MBR’s & QBR’s to Internal and External clients and works on MOM’s.

·Preparing action plans basis leadership demand and client expectations on KPI’s to drive performance.

·Since Apr’16 till date with IGSL as Assistant Manager

·Handling customer service for Reliance Jio.

·Managing SL, AL, AHT and all other key KPI’s as per client targets.

·Presenting reviews, MBR’s & QBR’s to internal and external clients.

·Preparing plans and implementing them to enhance customer experience basis customer’s VOC.

·Leading many projects for performance improvement.

·Actively participate in weekly reviews with clients on initiatives and projects.

·Hiring employees to have sufficient manpower in place.

·Work closely with support staff to ensure Operations runs smoothly.

·Managing a team of 100-120 agents and 6 Team Leaders.

·Governance on quality check within span and reviewing team performance, coaching and feedback sessions.

·Identification on training need and get the session arranged for employees to enhance skills and prepare them for next level.

·Handling SR & Retention Project for Reliance Jio process to improve customer satisfaction by providing correct and on time resolution.

·Analyzing EWS tracker for process & close looping with HR team to have attrition planning in place.

·Worked with Eclerx India as Associate Process Manager. Eclerx is in 500 fortune companies. Eclerx provides an expert outsourcing solution for sales and marketing managers who depend on immediate access to highly accurate decision support information and error-free management of your online operations and campaigns. Look to eClerx’s Knowledge Process Outsourcing teams to efficiently handle the data and content management, data analysis, and process improvement tasks marketers need to ensure a quality customer experience and competitive advantage.

·Worked with Tech Mahindra as a Team Leader for Airtel (Delhi ).

·Tech Mahindra is part of the US $15.9 billion Mahindra Group and is a leading global systems integrator and business transformation consulting organization, focused primarily on the telecommunications industry. Tech Mahindra expanded its IT portfolio in 2009 by acquiring the leading global business and information technology services company, Mahindra Satyam(earlier known as Satyam Computer Services).

·Tech Mahindra has a global footprint through operations in more than 31 countries with 17 sales offices and 15 delivery centers.

·Worked as Team Leader with Intelenet Global Pvt. Ltd.Mohali.for Vodafone (Maharashtra and Goa)

·Intelenet Global Services is a third-party Business Process Outsourcing (BPO) & contact center provider headquartered in Mumbai, India, backed by Group. The company offers 24/7 services for contact center, transaction processing, finance & accounting and human resource outsourcing services to Fortune companies in the UK, USA, Australia and India. Intelenet has 31000 employees across 30 delivery centers globally in India,

·Worked with Convergys India for AT&T (U.S.A).

·As a leader in customer management for over 30 years, Convergys (NYSE: CVG) is uniquely focused on helping companies find new ways to enhance the value of their customer relationships and deliver consistent customer experiences across all channels and geographies. Every day our 75,000 employees help our clients balance the demands of increasing revenue, improving customer satisfaction, and reducing overall cost using an optimal mix of agents, technology, and analytics.

·Worked with IBM Daksh for Citi Bank (West India).

·IBM has been expanding its footprint in India - and has a presence in over 200 cities and towns across the country - either directly or through its strong business partner network. IBM India has clearly established itself as one of the leaders in the Indian Information Technology (IT) Industry - and continues to transform itself to align with global markets and geographies to grow this leadership position.


Provide team leadership and coaching

·Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort

·Provide the team with a vision of the project objectives

·Motivate and inspire team members

·Lead by setting a good example (role model) - behavior consistent with words

·Coach and help develop team members; help resolve dysfunctional behavior

·Facilitate problem solving and collaboration

·Strive for team consensus and win-win agreements

·Ensure discussions and decisions lead toward closure

·Maintain healthy group dynamics

·Intervene when necessary to aid the group in resolving issues

·Assure that the team members have the necessary education and training to effectively participate on the team

·Encourage creativity, risk-taking, and constant improvement

Focus the team on the tasks at hand or the internal and external customer requirements

·Coordinate with internal and external customers as necessary

·Familiarize the team with the customer needs, specifications, design targets, the development process, design standards, techniques and tools to support task performance

·Assure that the team addresses all relevant issues within the specifications and various standards

·Provide necessary business information

·Serve as meeting manager or chairman

·Initiate sub-groups or sub-teams as appropriate to resolve issues and perform tasks in parallel

·Ensure deliverables are prepared to satisfy the project requirements, cost and schedule

·Help keep the team focused and on track

Communicate team status, task accomplishment, and direction

·Provide status reporting of team activities against the program plan or schedule

·Keep the project manager and product committee informed of task accomplishment, issues and status

·Serve as a focal point to communicate and resolve interface and integration issues with other teams

·Escalate issues which cannot be resolved by the team

·Provide guidance to the team based on management direction


·Ability to work under pressure with proper time management.

·Self confidence & Positive Attitude.

·Self Motivated


Participated in State level Parasailing and paragliding camp held by Haryana Aviation Dept.

Represented School Softball team.

As a hobby learned boxing for 6 months.

Appeared in Commercial Pilot Written test.(Cleared the Written test).


Date of Birth : 12th Dec, 1983

Father’s Name : Sh. Gian Chand

Gender : Male

Marital Status : Married

Nationality : Indian


I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.



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