Daljeet Singh

• Lead 24/7 inbound operations for RSA.
• Directed a team of over 120 full-time equivalents (FTEs) and 10 team leaders across 6 processes, ensuring SLA compliance and seamless case handling.
• Led premium RSA operations and end-to-end case management for luxury automotive brands, including Mercedes-Benz, BMW, Lamborghini, Maserati, MG, and BYD.
• Ensured brand-aligned, high-quality experience delivery across multilingual customer support, live tracking, proactive updates, and post-service satisfaction calls.
• Implemented various SOPs for real-time case triaging, ETA communication, escalation handling, and satisfaction calling.
• Established a centralized dashboard for AHT, FTR, and SLA using Excel automation and Power BI.
• Led RSA field vendor coordination, performance audits, and governance to reduce TAT deviations, and improve resolution accuracy.
• Initiated customer journey audits and call flow optimization, improving VOC from 4.3 to 4.7 over 24 months.
• Managed training, onboarding, and floor ramp-up for RSA agents.
• Spearheaded new RSA process transitions and tool migrations; handled pilot planning, resource forecasting, UAT, and go-live execution.
• Represented Mercedes-Benz India during global tool rollout trainings in Maastricht, Netherlands (Compass – 2019, Salesforce – 2022).
• Successfully led the transition and delivery setup for BMW E-Call, B-Call, and Concierge Services, including training design, SOPs, reporting, and command center support.
• Launched WhatsApp for RSA and the Customer Web App journey, handling testing, agent readiness, flow mapping, and integration with backend systems.
• Led the digital transformation strategy that reduced high call volumes on toll-free numbers by redirecting users to self-service digital platforms.
• Conducted IVR brainstorming sessions and designed optimized call flows to enhance digital penetration.
• Increased digital journey share from 4% to 23%, significantly reducing contact center workload and dependency on agent bandwidth.
• Designed and piloted the RSA Command Centre, a specialized unit handling escalations from platforms such as social media, customer escalations requesting senior contact, and high-risk cases (e.g., threats of tweets or media coverage).
• Ensured smooth implementation, agent readiness, system triggers, and executive case handling protocols.
• Led the 'Help on the Phone' initiative, a cost-optimization project aimed at reducing towing and technician dispatches.
• Developed end-to-end call flow logic and a robust decision tree for Level 1 and Level 2 RSA support to intelligently resolve issues over the call.
• Enabled seamless call transfer to technical advisors, where needed.
• This initiative successfully reduced unnecessary dispatches and contributed to cost savings of ₹4 crore annually.
• Implemented decision tree logic for the Inbound Mass RSA process, enabling agents to navigate complex breakdown scenarios faster and more accurately.
• This significantly reduced average handling time (AHT) and minimized operational errors in high-volume environments.

• Lead 24x7 operations for e-commerce, and consumer durable processes (Godrej, Orient, Health kart, Zig wheels).
• Directed team of 150+ FTEs and 6 team leaders across 6 processes.
• Ensured SLA compliance and seamless case handling across processes like Godrej, Health kart, Times City, Zig wheels, and Orient.
• Managed daily attendance, performance tracking, and agent-level interventions.
• Organized monthly training sessions to promote best practices and continuous development.
• Mentored bottom 10% performers through structured coaching and follow-up plans.
• Modified operations to meet client SLAs and internal KPIs.
• Ensured high client satisfaction and service quality across portfolios.
• Responsible for billing and financial governance across portfolios.

Operations Management & Client Servicing (2012–2015)

Projects – Godrej and Orient (Consumer Durables)

· Handled end-to-end operations for Godrej (24x7) and Orient (9:30 AM – 6:30 PM) service lines.

· Managed service strategy planning on a daily, weekly, and monthly basis.

· Delivered weekly and monthly client presentations.

· Monitored internal dashboards, shrinkage, attrition, AHT, and quality performance.

Projects – Health kart (E-commerce – Healthcare)

· Led a team of 15 agents supporting Healthkart customer service operations.

· Delivered performance reviews, training sessions, and client updates.

· Maintained shrinkage and quality within target thresholds.

Project – TIMES CITY (E-commerce – Movies, Restaurants & Events)

· Managed a 20-member team including 1 team leader for data listing and verification.

· Oversaw operations for restaurant listings, bar/club/event updates, and a movie app (Popkorn).

· Handled backend updates such as cuisine, locality, GPS, and pricing verification.

Project – Zig wheels (E-commerce – Auto Portal)

· Supervised a 30-agent team and 1 team leader handling new/used cars, insurance, and pricing data.

· Coordinated 11 different activities distributed among agents.

· Monitored performance, activity allocation, and moderation flow accuracy.

• Managed RSA and telecom projects including Reliance CDMA, Netconnect Data Card, and GSM Customer Care.
• Handled real-time support and process improvement initiatives for Tier-1 data card users and GSM prepaid customers.
• Delivered training and refresher sessions to improve agent readiness and policy compliance.
• Led process health reviews and daily/weekly performance dashboards for client interactions.
• Received multiple awards for best performance, client appreciation, and low attrition control.

Assistant Manager – Telecom Operations

Spanco BPO, Delhi NCR | Dec 2009 – Aug 2012

Project – Reliance CDMA (Delhi, Rajasthan, MP, Gujarat) (July 2011 – Aug 2012)

· Handled CDMA customer care operations in the morning shift.

· Designed daily, weekly, and monthly strategy plans for performance improvement.

· Delivered weekly/monthly client presentations and SLA dashboards.

· Met key operational metrics including shrinkage, attrition, AHT, and quality.

Project – Reliance Netconnect (Tier-1 Data Card Support) (June 2010 – July 2011)

· Managed a premium support process for Net connect data card customers with a 45-member team.

· Delivered documented coaching, refresher training, and regular feedback.

· Maintained strict adherence to SLA targets and quality guidelines.

· Taken certification for conducting training batches.

Project – Reliance GSM Customer Care (UPW Prepaid)(Dec 2009 – June 2010)

· Supervised a 25-agent team as a Team Leader.

· Led daily coaching, documented feedback sessions, and performance reviews.

· Conducted pre/post-shift briefings and handled day-to-day team strategy execution.

• Managed a team of 20 agents focused on premium customer handling.
• Met internal dashboards through performance-driven strategies.
• Achieved targets on shrinkage, attrition, AHT, and quality.
• Delivered daily reports and ensured compliance on Vodafone postpaid sales validations.
• Shared daily dashboards on tagging accuracy with the Ops team.
• Conducted root cause analysis and feedback sessions for defaulting agents.
• Gathered appreciation calls from various teams and circulated to relevant Vodafone circles.
• Acted as Certified Trainer for two Vodafone Postpaid batches.
• Achieved 85% certification rate across trainees.