Abhinav Singh

• Pioneered end to end automated IVR setup for Apple Brand which help growing telephonic business from 60 Lacs monthly business to 35Cr monthly business.
• Pioneered Buddy Training Program to straighten local training management in Apple Stores and Service centers.
• Successfully executed implementation of "Salesforce" & "LeadSquared" CRM to propel business efficiencies.
• Designed and executed structure for NPS management with end to end automated journey for complaint closures, the structure eventually helped in superseding Apple's NPS benchmark of 70% and grew to 90%+ overall.
• Led complete Apple Training Requirements for all business locations. Appreciated by Apple India Leadership for excelling in all compliance parameters.
• Conceptualized complete business ideation and launch plan for “OneBharat Pharmacy” (Healthcare Brand of Tresor).
• Successfully Supervised opening and CRM management for the 1st phase of 1BP Store Launch.
• Implemented Balanced Score Card for driving store operations efficiently.
• Pioneered Implementation of Learning Management System to drive constant learning engagement for all Employees.
• Conceptualized automated Lead Management Work-Flow which helped increasing the new customer database to an average of 70% month on month vs its previous benchmark of 54%.
• Implemented automated Loyalty Program for Apple Business which helped growing repeat customer rate on 30% average with a “Sale Per Point” growth from 6 Rs. to 22 Rs. Monthly average.
• Reinvented the in-house Customer Loyalty (with End to End integration) which helped increasing Burn To Sales ratio by 20% that contributed additional 1 Cr business quarterly.
• Received Nemours recognitions from Apple India Leadership on consistently meeting the benchmarks of Quality and Mystery Audits.
• Pioneered Gift Card associations for Apple Business which helped gaining additional monthly business of Rs 50 Lacs.
• Implemented and managed all Apple Business practices to Tresor's Dyson retail business as well for the verticals handled under me.
• Enhanced & Automated overall Pre-Post sales Customer communications for Apple Offline and Online Business.
• Conceptualized and Implemented 360 degree Employee First and Customer Delight Program for Apple, Dyson and OneBharat Business.
• Considered business demands and customer preferences when developing pricing structures and marketing plans.
• Captured new customers by optimizing business strategies and launching products to diversify offerings.
• Recognized by Apple EMEIA Training leadership for innovation in L&D.

• Managing the PHD Customer Support Center for Pan India, through 2 centers located in Delhi and Bangalore, reporting to GM Ops for Pizza Hut
• Managing a Team of more than 200 associates, about 10 team leaders and 2 process managers for Pizza Hut
• Managing “Pizza Hut Online Ordering Website” entirely, for DIL Market (Pan India)
• Maintaining the Quality, Training and Ops KPIs for PHD business keeping supervision on the Vendor
• Developing the Leadership Team through various sessions and One on One Feedbacks to make them perform better at their personal and professional Life
• Conducting Business Reviews on Weekly, Monthly and on Quarterly basis with the Vendor, to keep the LOB on improving trend
• Tracking the customer complaints for DIL market and working on reducing it every quarter
• Tracking lapsed customers, new customers and regular customers through various reports
• Responsible for managing various activities to retain Lapsed customers for Pizza Hut
• Maintaining Nemours reports for Brand COO to showcase Store Wise/Market Wise/GM Wise complaint and delivery performance
• Responsible for conducting CUSTOMER FIRST workshops to sensitize Pan India Market towards customer service
• Maintaining various reports to track the business in order propel the revenue for Pizza Hut Delivery business
• Responsible for helping the NSO team, to start the timely Delivery Service for New Outlets through CSC and Online Website
• Responsible for Designing and Maintaining the SOPs to control accuracy for Customer Service and Business for Delivery Business
• Responsible for Tracking and Solving Customer Complaints for PAN INDIA DIL Business
• Maintaining the coordination between the CSC and the restaurants to run the business smoothly
• Tracking and Controlling Billing for all CSC aspects with Vendor
• Successfully saved more than Rs
• 26 lacs for DIL's Call Center Billing

Achievements

• Reduced the Cost of CSC, without impacting the business in the Third month of Joining the Center
• Appreciated by Brand COO for Managing CRM & CSC department successfully
• Managed the Online Ordering Website for DIL market successfully and improved it to a great extent to increase business and customer satisfaction
• Designed a new Billing reporting format for CSC which led to cost reduction and made the Vendor Maintain efficiency on Real time basis
• Improved the KPIs to a Great level by conducting regular Reviews with the Vendor
• Designed the Online Complaint SMS tool which improved communication between CSC and Restaurants, resulting in reducing the number of customer complaints
• Performed “Time and Motions Study” which resulted in increasing efficiency and maximizing profits
• Conducted various Personal Development sessions for the Leadership Team to improve their performance level
• Raised the Bar of Quality Service for internal and external customers through supervising Vendor
• Appreciated by the COO and GM ops for the improvements at CSC.

• Responsible for Managing & Conducting the classroom Sessions in Delhi, market, for various Organizational Designations
• Responsible for providing Training Aids & Material to PAN India Pizza Hut, Pizza Hut Delivery & KFC Restaurants
• Also acted as the Administrative Manager for all Training Venues located in Delhi & NCR
• Responsible for “Manager's Training Program” in the Organization
• Managed and Tracked the NSO Team Member Training for DIL North Market
• Was later given responsibilities of numerous Pizza Hut Restaurants in Delhi, to Track and Maintain their Quality and SOPs for our customers

Achievements

• Recognized by The GM Ops & GM Training for Great Quality Management in Classroom Training
• Received the Best Feedbacks for the Sessions from the trainees and the GM Training, among all the trainers
• Recognized by GM PHD YUM for the Training Sessions
• Raised the level of English Communication among the Restaurant Team Members
• Managed “Executive Training Program” for 2 years successfully
• Increased the Team Member retention level for Meerut Pizza Hut Store
• Took the Foundation Training to the next level of improvement after joining.

• Got promoted as Process Trainer in April,
• Responsible for training new joiners
• Trained for Pizza Hut Delivery with an average throughput of 95%
• Attended Yum India's TTT session and also certified for the same
• Conduct weekly TNA and TNI
• Frequently conducting Complaint Handling and Product trainings for each one of the Pizza Hut associates, including the complete Leadership Team responsible to manage the process

Achievements

• Had taken a lot of initiatives to advance the process quality, which included personality development sessions, English Speaking Campaign, Selling Skill Sessions and Weekly TNIs
• Was awarded as the Best Trainer among all the centers of the company
• Had led the Quality team in Supervision to make them deliver the ONE GOAL of maintaining superior Call and Service Quality
• Had entirely ensured to develop all the New Joiners within the timeline and to keep the tenured CSRs in the A or B category of quality, to keep the process on Maximum efficiency
• In order to help the business had managed to reduce the product training time from 15 days to 10 days only, with the same quality.

• Promoted as Quality Analyst for Pizza Hut
• Create training modules with very high levels of precision and continuously include all recent updates in the new hire training curriculum
• Track report like pre-50, Post 50 ( performance for the fifty days after training and next fifty days)
• Be responsible for process Quality performance
• Conduct interviews at entry level
• Presenting Weekly Quality reviews for the process
• Conducted refresher trainings for the Pizza Hut Process on weekly basic based on the Pareto Analysis
• Additionally responsible to conduct Soft Skills trainings for new and existing employee force

Achievements

• Met and exceeded all targets set for Pizza Hut's Quality
• Process quality consistently over 94%
• Recognized by the AVP for consistent performance
• Highly appreciated by DIL & Yum international management for consistently scoring 100% at YUM audits
• Best quality performance delivered by Pizza Hut Delhi call center in PAN India.
• Promoted as Quality Analyst for Pizza Hut
• Create training modules with very high levels of precision and continuously include all recent updates in the new hire training curriculum
• Track report like pre-50, Post 50 ( performance for the fifty days after training and next fifty days)
• Be responsible for process Quality performance
• Conduct interviews at entry level
• Presenting Weekly Quality reviews for the process
• Conducted refresher trainings for the Pizza Hut Process on weekly basic based on the Pareto Analysis
• Additionally responsible to conduct Soft Skills trainings for new and existing employee force

• Worked in the role of Associate with McDonald's, which was an Inbound Campaign
• Serving the customer in the capacity of Order Taker and on Supporting Function
• Outbound:
• Verification of order as per SOP
• Liaise with the aligned outlets in case of any failure in services and promptly delivering the information to the customer to avoid customer inconvenience primarily and cover up the failures, later giving a courtesy call to the customer and keeping the customer faith towards brand intact
• Survey calling as per the customer retention programme to identify levels of customer satisfaction with the Product and Service.