Badal Singh
Assistant Manager Customer Care
Mohali
Summary
Dynamic leader with a proven track record at Teleperformance, excelling in operations management and team motivation. Transformed customer care processes, achieving top CSAT scores and significantly reducing certification OJT phase by 50%. Demonstrates exceptional problem-solving and adaptability, fostering team growth and driving strategic business improvements.
Overview
8
8
years of professional experience
Work History
Assistant Manager Customer Care
Teleperformance
12.2021 - Current
- Helped in setting the process transition.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Worked as acting nesting AM for 6 months.
- Wherein have helped in trimming the client certification OJT phase from 8 weeks to 4 weeks.
- Been able to achieve the required client certification targets with low attrition.
- Started the project for WOW chat and call which helped in pulling up the CSAT score.
- Implemented the project SMRITI due to which we succeeded to achieve number 1 position across all sites for CSAT and sales conversion.
- Got re-purposed to Instacart, email LOB in Aug 2023.
- Owned task to move email LOB to WAHA.
- Since last 6 months, ranked amongst 3 team leaders.
- Learned the interpretation for DHH batch.
- Currently handling the team size of 30 associates.
Team Leader
Competent Synergies
08.2019 - 04.2020
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
Assistant Manager Customer Care
Teleperformance
12.2017 - 07.2019
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Being the top performing TL for consecutively for 4 months.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
Customer Service Representative
Teleperformance
02.2017 - 12.2017
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Science -
RC School
Chachai 04.2001 -
Skills
Operations management
Team leadership
Employee performance evaluations
Cost reduction
Problem-solving
Team motivation
Customer service
Adaptability and flexibility
Team building
Strategic planning
Workload management
Timeline
Assistant Manager Customer Care
Teleperformance
12.2021 - Current
Team Leader
Competent Synergies
08.2019 - 04.2020
Assistant Manager Customer Care
Teleperformance
12.2017 - 07.2019
Customer Service Representative
Teleperformance
02.2017 - 12.2017
Bachelor of Science -
RC School
04.2001 -