Summary
Overview
Work History
Education
Skills
Timeline
Ajit Singh

Ajit Singh

Summary

PERSONAL SUMMARY A well presented individual who is able to lead teams from the front and by example, and who has an ambition to be a great manager of the future. I am fully aware of all aspects of management, from selling, customer service, training, employee management. As an inspirational leader I have the flexibility and willingness to get involved in the business operations at key times, and works hard to keep my team happy, motivated and productive. I am someone who is fully aware of the important of maximizing the potential of any business through effective team working. Objective Statement – Looking for Manager position where I can help facilitate daily missions, execute various tasks, and act as a link between assigned senior manager and peers, partners, employees and subordinates.

Overview

14
14
years of professional experience

Work History

Head of Project

Tech Mahindra, CSAT
  • Success
  • Tech Mahindra
  • Quality Scores improvement
  • Head of Project
  • Success
  • Concentrix
  • Attrition control
  • Counselor
  • Success

Operation Manager

Remozing solutions pvt ltd
12.2021 - Current
  • Delegating responsibilities and supervising business operations
  • Hiring, training, motivating and coaching employees as they provide attentive, efficient service to customers, assessing employee performance and providing helpful feedback and training opportunities
  • Resolving conflicts or complaints from customers and employees
  • Establishing and achieving business and profit objectives
  • Ensuring staff members follow company policies and procedures
  • Other duties to ensure the overall health and success of the business

ASSISTANT MANAGER

Tech Mahindra Ltd
08.2018 - 07.2021
  • Managing a team of 80 FTE's and 5 Team Leaders
  • Drive Performance in the team to meet targets
  • Manage the daily team activities and ensure the daily operations run smoothly
  • Drive Team adherence and manage monthly scheduling
  • Handling Escalations
  • Manage key business metrics like SLA's and CSAT
  • Run reports & conduct a thorough analysis of SLA misses
  • Drive Continuous Improvement in the team along with metrics improvement
  • Generate dashboard and scorecards for the Team for review
  • Weekly Reviews to the Management on key deliverables
  • One on one with the team and scheduled Monthly Team meetings
  • Feedback and Coaching
  • Knowledge management for the team and quality control
  • Apply performance management strategies - action plans, BQ planning

Team Leader

Concentrix Daksh Business Services Pvt Ltd
08.2016 - 02.2018
  • Managing a team of 25 FTE's
  • Drive Performance in the team to meet targets
  • Manage the daily team activities and ensure the daily operations run smoothly
  • Drive Team adherence and manage monthly scheduling
  • Handling Escalations
  • Manage key business metrics like SLA's and CSAT
  • Run reports & conduct a thorough analysis of SLA misses
  • Drive Continuous Improvement in the team along with metrics improvement
  • Generate dashboard and scorecards for the Team for review
  • Performance management and appraisals for the entire Team
  • Weekly Reviews to the Management on key deliverables
  • One-One with the team and scheduled Monthly Team meetings
  • Feedback and Coaching
  • Knowledge management for the team and quality control
  • Apply performance management strategies - action plans, BQ planning
  • Additional responsibilities in client relation-
  • Build relationships with key employees among customers
  • Create plans to address clients' business needs
  • Advise clients on creating profitable processes
  • Schedule regular meetings with customers to ensure they are satisfied
  • Act as point of contact for complaints and escalate issues as appropriate.

ASSISTANT MANAGER

Serendipity Info labs Pvt. Ltd
10.2015 - 07.2016
  • Supported manager in performing management functions such as staffing, training and expanding business plans
  • Investigated and resolved customer’s issues and complaints regarding operational matters – Handled all queries and client feedback in a professional manner
  • Communicated with the support team and implemented the organization’s operational guidelines, standards and policies
  • Monitored and managed operational activities
  • Documented and prepared reports on management and information systems; presented same to manager
  • Staffing Contributions:
  • Assisted the manager in recruiting diligent professionals, committed to high principles of service and performance
  • Designed and coordinated training programs for employees in order to enhance work efficiency – Conducted training sessions and workshops to improve the workforce and productivity
  • Maintained cordial relations with other staff and assisted them in resolving their issues.

Team Leader Sales

Quadrant BPO Pvt Ltd
10.2013 - 10.2015
  • Assist Managers in Sales Strategy Development
  • Keep Informed of New Products and Services
  • Recruit, Train, and Coach the Sales Team
  • Delegate Tasks and Set Deadlines
  • Set Sales Targets and Motivate Sales Team
  • Prepare Sales Reports

Subject Matter Expert

Quadrant BPO Pvt Ltd
01.2011 - 01.2013
  • Provide real time support to advisors, handle escalations and coach advisors on daily basis
  • Improve performance
  • Case scrubbing and quality audits
  • Ensuring that team is meeting client defined process SLA
  • Take Team Briefings and cascade process updates and track updates on daily basis

Senior CCE

Positive Quadrant BPO Pvt Ltd
01.2010 - 01.2011
  • To provide information about products and services or obtain details of complaints
  • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
  • Process orders, forms and applications
  • Effectively handle all queries of customers and solving their problems
  • Educating them to use the product/service
  • Proactively provide all the necessary information needed by the customer
  • Follow up to ensure that appropriate actions were taken on customers' requests.

CCE, Positive Quadrant BPO Pvt Ltd
01.2009 - 01.2010
  • To provide information about products and services or obtain details of complaints
  • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
  • Process orders, forms and applications
  • Effectively handle all queries of customers and solving their problems
  • Educating them to use the product/service
  • Proactively provide all the necessary information needed by the customer
  • Follow up to ensure that appropriate actions were taken on customers' requests.

Education

B COM -

Intermediate (XII) - undefined

undefined

Skills

COMPUTER SKILLS AND ACHIEVMENTSundefined

Timeline

Operation Manager - Remozing solutions pvt ltd
12.2021 - Current
ASSISTANT MANAGER - Tech Mahindra Ltd
08.2018 - 07.2021
Team Leader - Concentrix Daksh Business Services Pvt Ltd
08.2016 - 02.2018
ASSISTANT MANAGER - Serendipity Info labs Pvt. Ltd
10.2015 - 07.2016
Team Leader Sales - Quadrant BPO Pvt Ltd
10.2013 - 10.2015
Subject Matter Expert - Quadrant BPO Pvt Ltd
01.2011 - 01.2013
Senior CCE - Positive Quadrant BPO Pvt Ltd
01.2010 - 01.2011
- CCE, Positive Quadrant BPO Pvt Ltd
01.2009 - 01.2010
Head of Project - Tech Mahindra, CSAT
- B COM,
- Intermediate (XII),
- ,

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