Aniket Singh
Kolkata,West Bengal
Summary
Accomplished team leader with a proven track record in driving operational excellence and cultivating high-performing teams. Expertise in developing strategic initiatives, monitoring KPIs, and implementing comprehensive training programs that align with organizational goals. Skilled in managing escalations, optimizing workforce metrics, and ensuring SLA adherence to deliver consistent service quality and enhance customer satisfaction. Committed to fostering a culture of continuous improvement and empowering teams to achieve exceptional results.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Team leader
Teleperformance
Kolkata
08.2024 - Current
- Analyzed team performance metrics and developed targeted strategies to achieve and sustain a customer satisfaction score of 95%, exceeding the established goal of 90%.
- Evaluated team performance data and communicated actionable insights to support ongoing development for a team of 15–20 inbound agents.
- Facilitated targeted training sessions to cultivate team competencies, ensuring a positive atmosphere and achieving quarterly attrition rates under 5%.
- Evaluated key performance indicators (KPIs) and compiled detailed reports to support coaching efforts, contributing to a significant reduction in average handling time (AHT).
- Analyzed operational metrics to maintain 99% adherence to service level agreements (SLAs) and initiated timely corrective measures as needed.
SME Operations
Concentrix Daksh Service India Pvt Ltd
Ranchi
11.2021 - 06.2024
- Evaluated performance metrics to identify and implement strategies for reducing processing errors.
- Implemented comprehensive training initiatives and workshops to ensure 50+ team members are proficient in the latest operational best practices and compliance protocols.
- Coordinated with departments to address escalations, successfully resolving 90% of tier-2 issues within 24 hours to uphold customer satisfaction standards.
- Executed regular audits and feedback sessions to elevate overall team quality scores.
- Monitored service level agreements (SLAs) and implemented strategies to achieve over 98% compliance.
Senior Marketing DSO
Bajaj Capital Insurance Broking Limited
Jamshedpur
01.2021 - 10.2021
- Designed and executed strategic marketing campaigns, increasing qualified lead generation by 35% within 6 months.
- Analyzed market data to prioritize high-value segments, improving lead conversion rates by 20%.
- Conducted in-depth analysis of customer demographics and purchasing behavior, boosting campaign engagement by 25%.
- Streamlined marketing data workflows, reducing data processing time by 40% and improving sales team efficiency.
ATM Operator
Writer Safeguard Private Limited
Jamshedpur
11.2017 - 06.2018
- Managed monitoring and maintenance of ATM systems, addressing issues swiftly to uphold 99% machine uptime.
- Implemented rigorous security measures to safeguard against fraud and theft during cash transactions and ATM operations.
- Developed and implemented feedback systems to elevate user satisfaction with ATM services.
Education
Masters in Commerce -
Indira Gandhi National Open University
New Delhi01.2023
Bachelor of Commerce - Honours
J.K.S College
Mango07.2021
Intermediate - ISC, New Delhi
St. Joseph's Convent High School
New Delhi03.2017
Matriculation - ICSE, New Delhi
St. Joseph's Convent High School
New Delhi03.2014
Skills
- SLA compliance management
- Strategic leadership
- Experienced in CRM navigation and data analysis
- Skilled in Root Cause Analysis
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Team supervision
- Work Planning and Prioritization
- Documentation and reporting
- Work planning
- Analytical thinking
- Relationship building
- Process improvement
- Complaint resolution
- Proficient in Power BI, Microsoft Office and Usage of AI while working
Certification
- Advanced Lean Six Sigma Yellow Belt Certification
- Basics of Operation Procurement in Supply Chain Management by TCS Career Edge by TCS
Languages
English
Hindi
Maithili
ADDITIONAL INFORMATION
- Senior School Captain
- Best Extraoridnary Award
- Star Achiever Award
Disclaimer
I hereby declare that all the information provided above is true and correct to the best of my knowledge.
Timeline
Team leader
Teleperformance
08.2024 - Current
SME Operations
Concentrix Daksh Service India Pvt Ltd
11.2021 - 06.2024
Senior Marketing DSO
Bajaj Capital Insurance Broking Limited
01.2021 - 10.2021
ATM Operator
Writer Safeguard Private Limited
11.2017 - 06.2018
Masters in Commerce -
Indira Gandhi National Open University
Bachelor of Commerce - Honours
J.K.S College
Intermediate - ISC, New Delhi
St. Joseph's Convent High School
Matriculation - ICSE, New Delhi
St. Joseph's Convent High School