Customer Care Office

Deepak Singh Mob: 965-***-****, 991*******

E-mail: adhh0s@r.postjobfree.com

Address: ***/** ****** ***, *********

Ghaziabad -201012, U.P.

OBJECTIVE

To work for an organization that can provide an exciting and competitive work environment, so that I can be a valuable asset for the organization utilizing my technical, leadership & management capabilities and fuel my career growth.

SKILLS

• Decision Making • Problem Solving • Positive Attitude under Pressure

• People Management • Expert in Excel • Data Analysis WORKING EXPERIENCE

Team Leader-Backend Operation

Dishtv India Ltd. (Noida) 12th Oct 2010 to 16th Dec 2019

• Analysis of Outsource partners daily e-mail receiving & replied volume

• Analysis of comparison with previous data on the basis of receiving, replied & category wise concern (as per management requirement)

• Analysis and meeting Service Level Agreement & Other Operational matrix

• Analysis TAT on the basis of Field & Non Field Categories

• Providing process improvement ideas post doing deep analysis

• Preparing performance data of In-House (CEO & Care Desk)

• Responsible to provide quick and correct resolution to customer. Co-coordinating with Service Partners for the quick & satisfactory resolution along with internal respective teams Like IT, Account & Logistic

• Responsible to share reason of all the cases not achieved within TAT

• Receiving cases from Top Level Management ensure to quick & correct resolution, preparing case history with root cause analysis

• Preparing the report on the basis of VOC (Voice of Customer), why cases escalated to management (CEO Link), why case not address and handled by Level 1 & 2 at partners site

• Monitored the performance of team and provided the constrictive feedback to motivate

• Responsible to prepared all the cases FTP data (First Touch Point)

• Manage a team of approx. 10 -15 Customer Service Expert and ensure to accomplish daily & follow-up task on time

• Weekly performance review with team mates

• Team Audit to evaluate the accuracy of the delivery

• To maintain staffing on daily basis as per desk requirement

• Provided support for various Process Improvement Projects

• Weekly Desk performance review/presentation with process HOD CAREER PATH AT DISHTV INDIA LTD.

• Joined as Senior Customer Care Executive in Oct 2010

• Promoted as a Team Coach (Backend Operations) in October2012

• Promoted as Team Leader (Backend Operations) in March 2013

• Process: E-Mail, CEO, Care & International Desk

KEY ACHIEVEMENTS

• Being awarded as “Dish Excellence Award” for establishing International Desk from manual stage to automation.

• For providing best process improvement contribution, being awarded as “Employee of the Month”.

Customer Care Executive - Backend Operation

Dishtv India Ltd. (Noida) 28th Mar 2007 to 7th Dec 2009

• Handling the Customer, Dealer & Distributor concerns on mail or call

• Providing the quick resolution to customer

• Co-ordination with Regional Office regarding subscriber concern for quick resolution BECIL (A Govt. of India Enterprise)

Office Executive 9th Jan 2006 to 12th July 2006

• Maintain the attendance of Project Office employees

• Maintain the documentation (files) of various sites all over India

• Maintain the dispatch register/data on daily basis and send report to HO EDUCATION QUALIFICATION

• Master Degree in Human Resource from Sikkim Manipal University (2012)

• Bachelors Degree in Arts from Delhi University (2004)

• Intermediate from U.P. Board (2001)

• Matriculation from U.P. Board (1999)

COMPUTER PROFICIENCY

• Done Certificate Course in Computer Application from MASS COMPUTER CENTER, Delhi

• Packages Known : MS Office (MS Word, Excel & Power Point)

• Typing Speed : 50/40 w.p.m (English/Numerical) & 30 w.p.m in Hindi PERSONAL DETAILS

Date of Birth : 20th July 1981

Sex : Male

Father’s Name : Mr. Umed Singh

Nationality : Indian

Marital Status : Married

Language Known : Hindi & English

Date:

Place: Vasundhra (Ghaziabad) Deepak Singh

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