Manager Customer Care/ B2B / Seller Support

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Bachelor of Commerce Graduated (B.Com), April 2004

Allahabad University

10+2 KVS Allahabad CBSE Board Allahabad, UP

●Fish Training: A fun based workshop on FISH! Philosophy that encourages employees to have fun while working in teams.

● Interpersonal Skills: Apply and practice strategies for communicating styles with self, others and maximizing Relationship.

● Demonstrate emotional intelligence during workplace environment.

● Demonstrate appropriate responding techniques during a conversation.

● Identify the differences between productive and unproductive conversations

● Decision by Consensus- decision on a general agreement based on situations and Pros and cons.

● Feedback skills - Constructive feedback

● PS1 (Presentation skills) Training program to be a trainer and to enhance presentation skills.

● First lateral Promotion -Promoted to next level (More complex) Lob that is Claim Adjudication.

● Promoted as Senior CCS in 2007

● Awarded with Certificate of Excellence from Client for achieving 100% Quality in Claim Adjudication for over 2 Years.

● Attained promotion as a Temp Lead in Dec’11 in Amazon Customer Support (NA Email) and a Lead in Dec’13 in Amazon Seller Support.

●Bagged the Super Talented Achievers Award Thrice

●Part of launching 6 LOB’s successfully within the process.

●Earned client appreciation for designing new SOP’s forprocess.

● Effectively utilized manpower and generated substantial operational efficiency consistently as per laid down performance benchmarks.

● BPO Operations Management

● Services Delivery

● Process Management

● Quality Control

● Client Relations Management

● Attrition Management/ Retention

● Product/ Process Improvement

● MIS Reporting /Reviews

● Conflict Resolution

● Strong Interpersonal Skills

Oct 2005- Aug 2011 Health Insurance Process (Marsh) IBM DAKSH PVT. LTD, Gurgaon

Job Profile-Insurance Process

●To adjudicate the Insurance Forms in (SYS L Package) regarding the claims registered by the processor.

●To work with multiple screens while adjudicating the insurance claims.

●Responsible to provide appropriate benefits to the insurer as per their insurance plan.

●Responsible to pay accurate benefit.

●To hold such case which is not lie into policies at the level of adjudication with

different codes.

●Make queries on doubtful documents.

●Responsible to increase the quality as well as productivity of claims.

●Go through the routine updation about policies.

●To make MIS reports about the status of work on daily bases and dispatching it to concern agents.

●To make the sheet of errors done by the processors and do data analysis of the errors and give them feedback.

Aug 2011 –Nov 2013

Temp Lead Amazon Customer Care (NA Email)

Gurgaon, Haryana

Handling Customer queries related to post order and provide resolution to customer problems that may arise out of late delivery defects goods and payments related concern.

Job Profile- Temp Lead

●Managing and mentoring a team of 20 to 25 FTE’s

●Handling Escalations for the team.

●Audit and provide feedback to the team.

●Make queries on doubtful documents.

●Responsible to increase the quality as well as productivity of claims.

●Go through the routine updation about policies.

Nov 2013 - Oct 2015

(Lead Operation Amazon Seller Support (Pilot Process)

●Worked as a project representative for successful ramp up for new LOB’s.

●Introduced six different LOB’s for the process

●Trained and mentored batches after successfully trained directly by clients.

●Responsible for creating SOP’s for all the Lob’s.

●Responsible for driving performance and publish reports directly to clients and management related to performance metrics (For e.g PRR, Resolve Rate, Transfer Rate etc)

Current Role

Experience in Current Role- 1Year 6 months.

Assistant Manager Amazon Seller Support .IN Voice

●Working with a team of 20 Associate.

oMeet and exceed SLA targets

·Developing the team members by providing necessary support to enable them for BEST Performance

●Work closely with the team to ensure timely feedback is provided

·Create good engagement levels with team members and reduce attrition numbers

·Work as a Single point of contact for all non-operations departments and identify, evaluate & coordinate operational, Admin, IT and HR issues

·Understanding Metrics & Driving Improvement for the same

·Ensure leaves for the team are planned so that productivity is not affected.

●Responsible for maintaining AHT/Hold/PRR and other performance metrics for the process.

●Scheduling Team huddles, calibrations and attending client calls related to products.

●Cascading updates within the team.

●Working on process improvement projects to control call drops and high hold time and AHT.

●Finally accountable for adherence to SLA’s, compliance & Audits.

●Driving entire floor operations & managing escalated issues to ensure conformance with SLA’s.

●Monitoring process operations to map team performance and reporting to the account manager in structured format.

●Ensuring completion of assignment as per schedule provided by the project manager.

●Maintaining regular coordination with Client through email and phone to update him on project status and earn his continued confidence and satisfaction.

●Ensuring observance if quality standards with constant monitoring. Identifying and resolving quality gaps with prompt intervention.

●Implementing Continuous Improvement initiatives and containing attrition rate within acceptable limits.

●Conducting Training sessions for new recruits to groom them with needed functional skills.

●Word 2010

●Excel 2013

●Power Point 2010

●Accounting Tally6.3 & Tally 4.5

●Hindi

●English

●Watching motivational videos and ted talks.

●Listening to Music and playing Guitar

Playing Cricket and Table Tennis

Watching movies based on biography & science fiction

Father’s Name: Mr. Balwant Singh Negi Marital Status: Married Birthday: July 5, 1983 Nationality: Indian Gender: Male

Declaration

I, Birender Singh Negi, hereby declare that the information contained herein is true and correct to the best of my knowledge and belief.

Birender Singh Negi New Delhi, India

BPO Operations Professional

Birender Singh Negi

ABOUT ME

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