Customer Experience Call Center

GautamSingha

797-***-**** ******.*.******@*****.*** Hyderabad, 500072

Summary

Seasoned BPO and customer operations professional with 15 +years of progressive experience managing high-performing teams, ensuring SLA compliance, driving service excellence, and optimizing customer experience. Prevent ability to lead call center operations, manage escalations, implement performance frameworks,and deliver process improvements through Six Sigma methodologies. Known for driving productivity, leading training initiatives, and maintaining compliance across regulated environments.

Skills

EscalationHandling

People Management&Leadership

Team Supervision(20+FTEs)

Performance Coaching &Mentoring

WorkforcePlanning

Onboarding&Training

Process Improvement &Reporting

Lean SixSigma Practices

Audit&RegulatoryCompliance

Dashboard&MetricsReporting(Excel,PowerPoint)

Root Cause Analysis(RCA)

CRM Systems

MSExcel,PowerPoint

Tableau(Basic)

RPA/AutomationAwareness

Education

JamshedpurCo-operativeCollege

2007

Bachelor of Science

Ranchi

Experience

ICICIBank

Feb 2022 - Sep 2023

CallCenterManager

Hyderabad

Led a 25-membercallcenterteamtomeetserviceKPIs,drive channel migration,and enhance revenue generation.

Oversawend-to-endcalloperationsincludingworkforceallocation,daily shift rosters,and service levels.

Reduced AHT by 12% through agent training,call handling reviews,and script optimization.

Collaborated cross-functionally to ensure quick resolution of escalations and enhance CX(Customer Experience).

Designed performance scorecards to monitor team productivity and quality metrics.

Conducted feedback sessions,audits,and internal reviews for regulatory and process compliance.

BankofAmerica

Nov 2009 - Feb 2022

TeamLeader–CustomerService&Operations

Hyderabad

Managed 20+associatesinthevoiceandnon-voicesupportteamshandling US customer interactions.

Improved CSAT scores by18% through quality assurance programs and service coaching.

Trained and mentored team members,improving NPS scores and reducing error rates.

Streamlined call-work flows and developed SOP's,leadingtoa20%increase in agent efficiency.

Conducted weekly calibration sessions,compliance audits,and dailyteam huddles.

Prepared MIS reports,highlighting trends and improvement areas for senior leadership.

IBM Daksh(Now Concentrix)

Oct 2007 - Aug 2009

Customer Care Executive

Jamshedpur

Delivered phone,email,and chat-based customer support,achieving95% satisfaction ratings.

Handled high-volume in bound calls efficiently,maintaining performance above service thresholds.

Resolved billing,technical,and service-related queries within set SLAs.

Supportedteamleaderswithfloormanagementandnewhirementoring.

Awards

Gold Award–Process Coordination&Workforce Efficiency

SilverAward–EscalationHandling&RevenueImpact(~$10M)

Bronze-awards–Production-excellence&Service-quality

CertificateofAppreciation–ProjectCompletionUnderCriticalTimelines

Certifications

LeanSixSigma-LinkedInLearning

CustomerRelationshipManagement–Udemy

Tableau EssentialTraining–LinkedInLearning

Agile Foundation–Simplilearn

Contact this candidate