Birpal Singh
New Delhi
Summary
A seasoned professional with over 18 years of experience in the customer services and manufacturing industries, working on various activities like Project Management, Software Implementations, Team Handling, Production Management, Operations Control, and Customer Success. Possesses a motivational management style with the ability to provide a high level of customer service and proven strengths in account management, operations, and client relations.
Motivated Team Lead possessing excellent leadership and planning abilities. Focused on delivering high-quality products on tight schedules. Monitors, trains, and encourages employees to improve skills and meet demanding targets. History of successfully developing and managing strong teams through proactive training and issue management.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Support & Success Team Lead
WishACloud Pvt Ltd
New Delhi
10.2023 - Current
- Led the support team for AppMySite, a no-code mobile app builder platform, driving service excellence and team performance.
- Restructured the support workflow to enhance efficiency, resulting in consistently achieving over 90% customer satisfaction (CSAT) scores.
- Achieved and maintained an 85% First Contact Resolution (FCR) rate across all customer support channels including email, live chat, and phone.
- Actively engaged in the company's support community by addressing customer queries, fostering user engagement, and promoting self-service.
- Oversaw the creation and continuous updating of support documentation, user guides, and knowledge base articles to ensure accurate and helpful resources were always available.
- Conducted onboarding sessions and product walkthroughs to educate new customers about platform functionalities and best practices, aligning product use with their business goals.
- Collaborated with the sales team by providing technical insights during prospect meetings, contributing to successful deal closures.
- Managed all escalated support cases and complex technical issues, ensuring timely and effective resolution to maintain customer trust and retention.
Online Business Manager - Projects
Wishup Technologies
New Delhi
11.2021 - 03.2023
- Handled the daily business operations for US-based clients, working as a production assistant and project manager.
- Responsible for preparing the SOWs, invoices, contractor payments, and other financial transactions.
- Handled all the phases of existing projects, from kick-off calls to project handovers, and ensured the project was delivered within the defined TAT.
- Responsible for consistent communications around the project progress with the internal and external stakeholders.
- Prepared the business reports and organized and led the monthly and quarterly business review meetings.
- Maintained the project management tools, internal company documents, project trackers, SOPs, and handling new hire onboarding formalities.
- Responsible for resolving customer queries, escalations, post-project handover queries, and concerns, and ensuring client retention.
Technical Customer Service Manager
Prism HR / EPAY Systems
Noida
11.2017 - 11.2021
- Served as a client advocate and collaborated internally and externally as needed to ensure client queries were understood and responded to with the expected results.
- Managed implementation of payroll software for accounts from industries like entertainment and facility services.
- Documented new and change requests, BRDs, and SOWs for the development team to address the requests.
- Maintained health check reports of accounts for Monthly and Quarterly business meetings consisting of analyzed monthly data, new product development, updates, etc.
- Constantly checked the heat to ensure a low client churn rate and maximum retention with repeated renewals.
- Conducted joint application design sessions, led refinement sessions with internal QA testing, and supported the development team during the development phase.
- Ensured a high-quality customer experience from query to complaint resolution within a defined TAT and Customer Success parameters.
Senior Technical Support Specialist - Lenovo
Concentrix BPO Private Ltd
Bangalore
01.2017 - 10.2017
- Logged and resolved the issues reported by end users for Lenovo desktop and Laptop units within the agreed SLA time.
- Provided complete end-to-end hardware and software support for all the in-warranty units over calls and/or accessing the units remotely.
- Imparted regular training internally to the team members about newly released hardware, software patches, and fixes internally by the company or by third-party software companies.
Production And Quality Manager
Albro Auto Private Limited
New Delhi
07.2008 - 12.2016
- Responsible for managing the entire production and quality team on the production floor, along with handling all direct and indirect day-to-day activities for smooth operations.
- Ensured the supply and availability of all sorts of Raw materials, tools, and hardware required for smooth and continuous production, always.
- Implemented the Kanban system to ensure the production stages are logged and monitored from production until the product is dispatched to the client.
- Implemented strategies in quality control to make sure the required defective rate of 0.002 ppm is attained and sustained, as per the ISO guidelines.
- Coordinated with the client's QA and Operations teams to streamline product quality and production.
Technical Support Executive - Hewlett Packard
I.B.M Daksh Business Process Services Pvt. Limited
Gurgaon
11.2006 - 07.2008
- Responsible for providing on-call support for all sorts of hardware and software issues to in-warranty end users of Hewlett-Packard desktops.
- Owned the responsibility for complete follow-ups for reported cases and ensuring the reported issues were diagnosed correctly and appropriate solutions were provided to the end users.
- Met the required monthly and weekly up-sales targets along with maintaining the quality parameters set by the client and the company.
Education
Advanced Diploma - Management
ICFAI University
Dehradun, IndiaBachelor of Engineering -
Maharshi Dayanand University
Rohtak, IndiaMaster of Business Administration -
International University of Applied Sciences
Bad Honnef, GermanySkills
- Team Handling
- Strategic Planning
- Analytical Skills
- Project Management
- Mondaycom
- Jira
- ClickUp
- Asana
- Trello
- Zoho
- Account Management
- Business Operations
- Agile Methodologies
- Customer Success
- Software Implementation
- Customer Relationship Management
- Customer relationship management
- Onboarding processes
- Team leadership
Certification
- Microsoft Certified: Azure Fundamentals, Microsoft
- Inbound Sales Certificate, Hubsport Academy
- Google Project Management, Coursera
- The Complete Agile Scrum Fundamentals Course, Udemy
Projects
Implementation of Project Management Tools, Wishup - #WFHStudio, 04/01/22, 08/31/22 Implementation of Fox Entertainment Payroll System, PrismHR, 09/01/19, 11/30/21 Implementation of ISO Quality Standards and Kanban system, Albro Auto P Ltd, 04/01/12, 11/30/12 Restructuring Support Process for Enhanced Efficiency, WishACloud P Ltd, 11/01/23, 01/31/24
Languages
English
Advanced
C1
Hindi
Proficient
C2
Punjabi
Proficient
C2
Timeline
Customer Support & Success Team Lead
WishACloud Pvt Ltd
10.2023 - Current
Online Business Manager - Projects
Wishup Technologies
11.2021 - 03.2023
Technical Customer Service Manager
Prism HR / EPAY Systems
11.2017 - 11.2021
Senior Technical Support Specialist - Lenovo
Concentrix BPO Private Ltd
01.2017 - 10.2017
Production And Quality Manager
Albro Auto Private Limited
07.2008 - 12.2016
Technical Support Executive - Hewlett Packard
I.B.M Daksh Business Process Services Pvt. Limited
11.2006 - 07.2008
Advanced Diploma - Management
ICFAI University
Bachelor of Engineering -
Maharshi Dayanand University
Master of Business Administration -
International University of Applied Sciences
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