Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Interests
Disclaimer
Personal Information
Timeline
Charanpreet Singh

Charanpreet Singh

Business Consultant/Manager
Mohali

Summary

Seasoned professional with over 10 years of experience in Project Management and Operations in the BPO/KPO industry. Skilled in executing operational, functional, and administrative tasks. Proven ability to lead multidisciplinary teams to achieve immediate and long-term goals while meeting deadlines. Expertise in Project Management and Service Delivery for voice and non-voice clients. Strong client and people management skills to exceed expectations. Proficient in Stakeholder Management, Communication Management, Infrastructure, Access Management, and performance reviews through Dashboards and collaborative meetings, driving consistent success in roles.

Overview

11
11
years of professional experience
4
4
Certifications
3
3
Languages

Work History

Business Consultant/Project Manager

TECH MAHINDRA LIMITED
11.2021 - Current
  • Directed international initiatives in roles of Business Consultant and Project Manager.
  • Oversaw project planning, transition, and operations to guarantee seamless service delivery.
  • Supervised and reviewed PMO functions throughout the project.
  • Coordinated resource allocation and client management for optimal results.
  • Managed client-defined deliverables within SLA and TAT.
  • Coordinated monthly incentives and generated comprehensive MIS reports on a daily and monthly basis.
  • Coordinated full spectrum of administrative tasks.
  • Developed and maintained review decks and dashboards for performance evaluations.

TEAM LEADER – OPERATIONS

TECH MAHINDRA LIMITED
04.2016 - 11.2021
  • Managed operations for leading telecom company in Philippines.
  • Supervised 30 FTEs to maintain seamless service delivery and adherence to contractual SLAs and KPIs.
  • Identified opportunities for cost savings and process improvements.
  • Coordinated leave management to prevent billing discrepancies.
  • Developed proficiency in working with Citrix environment and tools such as SAP version 7.2 and PeopleSoft.
  • Supervised evaluation and disbursement of monthly Performance Linked Incentives.

TEAM LEADER – OPERATIONS

TATA Business Support Services
03.2014 - 04.2016
  • Supervised inbound operational activities at TATA Sky.
  • Led a group of 25 associates to achieve smooth service operations and compliance with client agreements.
  • Oversaw customer retention and issue resolution.
  • Leave management, with no billing loss for the team
  • Hands on experience of working on Client software’s (CRM/Genesis)
  • Managing monthly Performance Linked Incentives
  • Handled all end-to-end client reports/Dashboards

SR. ANALYST – QUALITY ASSURANCE

TATA Business Support Services
03.2014 - 04.2016
  • Ensured complete and quality resolution to the customers through Audits
  • Conducted BAU and ad hoc audits to ensure quality assurance.
  • Regular & effective feedback for Process Improvement
  • Preparing Quality dashboard
  • Providing regular updates to the Team
  • Sharing data with the Circle and respective Teams
  • Analyzing the Complaints on the month end and sharing the precaution with the respective teams to reduce the Churn/Escalations
  • Organized periodic client collaborations every month and quarter.

Subject Matter Expert – Operations

TATA Business Support Services
03.2014 - 04.2016
  • Providing complete and quality resolution to the customers
  • Taking Follow Up from respective circle SPOC’s
  • Maintaining daily & Monthly MIS sheets of Team
  • Preparing productivity dashboard
  • Ensuring IN SLA resolution to the customer
  • Handling the floor in absence of TL and TM
  • Providing regular updates to the Team
  • Sharing data with the Circle and respective Teams
  • Analyzing the Nodal & MD desk Complaints on the month end and sharing the action plan with the respective teams to reduce the volume of complaints

Outbound Sales Executive

TATA Business Support Services
03.2014 - 04.2016
  • Managing monthly sales targets defined by Client
  • Providing complete and quality resolution to the customers
  • Assisting Team in closure of defined targets
  • Preparing productivity dashboard
  • Ensuring IN SLA resolution to the customer
  • Sharing data with the Circle and respective Teams

Education

MBA - HR & Marketing

PTU Jalandhar

Bachelor of Arts - undefined

Panjab University Chandigarh

3 Years Diploma - CSE

PSBTE Chandigarh

Skills

Flexible & Adaptable

Certification

Basic Scrum Master Certified

Accomplishments

  • Received Performance & Appreciation Awards as Star Performer, The Guru, POBs throughout career
  • Received “long Service Achievement” award for completing 5 successful years
  • Participant of various CSR activities on Location Level

Interests

Community Involvement & CSR Activities

Music & Writing

Sports & Travelling

Disclaimer

I hereby declare that the above-mentioned information is true & correct.

Personal Information

  • Date of Birth: 09/10/91
  • Gender: Male
  • Marital Status: Married

Timeline

Business Consultant/Project Manager - TECH MAHINDRA LIMITED
11.2021 - Current
TEAM LEADER – OPERATIONS - TECH MAHINDRA LIMITED
04.2016 - 11.2021
TEAM LEADER – OPERATIONS - TATA Business Support Services
03.2014 - 04.2016
SR. ANALYST – QUALITY ASSURANCE - TATA Business Support Services
03.2014 - 04.2016
Subject Matter Expert – Operations - TATA Business Support Services
03.2014 - 04.2016
Outbound Sales Executive - TATA Business Support Services
03.2014 - 04.2016
PTU Jalandhar - MBA, HR & Marketing
Panjab University Chandigarh - Bachelor of Arts,
PSBTE Chandigarh - 3 Years Diploma, CSE

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Charanpreet SinghBusiness Consultant/Manager