DEVESH SINGH
Solution Consultant
Gurugram,HR
Summary
To achieve a challenging role in an organization that utilizes my skill set to the maximum, while providing ample opportunities for growth with a long-term career perspective
Overview
10
10
years of professional experience
Work History
Solution Consultant- Consulting Services
Sirion Pvt. Ltd.
08.2024 - Current
- Led cross-functional teams in executing CLM implementation projects for global clients, ensuring adherence to project timelines and quality standards.
- Led end-to-end Implementation of Sirion Solution which includes requirement gathering, system design finalization, configuration, Integration.
- Conducted client workshops, solution design discussions, and product functionality demonstrations to enhance client understanding.
- Provided guidance to team members on preparation of implementation documentation and collaborated with Product Management team for client feedback enhancements.
- Deliver regular status updates throughout the project implementation phases to the client senior management and Sirion internal stakeholders.
- Delivery of Post Go-live monthly sprint releases following Agile methodology for ensuring customer stickiness and continuous enhancements as per business needs.
- Collaborate with clients to tailor Solution specifics to their unique contract workflows and compliance requirements.
Senior Functional Consultant- Professional Services
Sirion Pvt. Ltd.
01.2022 - 07.2024
- Providing functional and technical expertise to clients during the implementation process.
- Helping clients to navigate the transformation, implementation, and configuration on Sirion Labs.
- Provide clients with necessary functional/technical aptitude to configure the product to meet business requirements and design specifications.
- Ability to facilitate requirements gathering sessions, perform Fit/Gap Analysis, document decisions, maintain configuration documentation, facilitate client testing activities, and coordinate deployment activities.
- Establish working relationship with client's lines of business and other key stakeholders to define requirements.
- Carry out pre-go live checks and gain client acceptance on system configuration.
- Conduct workshop and training sessions with client and supplier stakeholders to enable new system and processes on an ongoing basis.
- Collaborate with Implementation, product and engineering team on new functionality requirement basis client feedback and participate in daily prioritization calls to resolve day to day issues.
Senior Analyst- Performance Management
Sirion Pvt. Ltd.
12.2019 - 12.2021
- Handling System Implementations for Multiple Customers on aspect of Supplier/Vendor Governance for outsourcing contracts.
- Handling configurations for all Sirion reports and ensured dashboard accurately represents supplier data.
- Interact with global clients and supplier for completing various task/request.
- Read contract documents to extract service level related metadata information.
- Review system performance and validate service level / performance reports of IT / ADM contracts submitted by the supplier.
- Contribute beyond client delivery with practice development, knowledge transfer, operational improvement.
- Analyze service level reports for trends, continuous improvement, and annual reset.
Team Leader - Operations
Kochar Tech Private Limited
03.2019 - 12.2019
- Preparation of Management Level Reports for Rewards and Penalty identification from the Raw data and handled customer facing team.
- Weekly/Monthly review with the team members on their KPI’S and work assigned to them.
- Working with other support teams to provide solutions as per the customers’ requirements and to meet customer expectations.
- Giving monthly targets and focusing over to achieve the committed numbers.
- Handling backend and outbound team for various tasks.
Subject Matter Expert
Pisces Eservices Private Limited (Foodpanda)
09.2017 - 01.2019
- Chat & E-mail Operations: Handling Customer service team with 20+ team members for managing and servicing customer with any order related issue.
- Regular feedback to the team members on audited chats and calls.
- Helping team members to achieve their monthly goals and focus on C-SAT.
- Working with other support teams to provide solutions as per the customers’ requirements and to meet customer expectations.
- Coordinating with operation manager for any process related issue and be part of management meetings.
- Formed dedicated team to handle highly escalated issues.
- Management Reporting Module: Preparing KPI-SLA/Key metrics (e.g. Abandon rate, C-SAT, ASA, etc.) reports from raw data for internal stakeholders and management meetings.
- Created process related documents (SOP) and always ensured that all the targets defined are met.
Subject Matter Executive
Digicall Teleservices Private Limited
06.2016 - 09.2017
- Inbound & Chat Operations: Created templates for chat, e-mail as well as outbound team members to improve customer satisfaction.
- Formed pre-shift briefing team to provide regular updates to all the team members.
- Handled escalation calls as well as chats where customers were looking for managers and supervisors.
- Worked with process improvement campaign to improve C-SAT and quality.
- Headed outbound team of 15 members with 92% customer satisfaction.
- Took weekly team meetings to focus on monthly targets and achieve it.
Senior Executive
Ienergizer Private Limited
08.2015 - 06.2016
- Handled the supervisor and manager calls from escalation desk.
- Took pre-shift briefing for inbound team.
- Handled the calls for premium customers.
- Headed knowledge escalation desk.
- Handled inbound customer calls and chats with 95% customer satisfaction.
Education
M.B.A. -
Kalinga University
B.Com - undefined
M.G.K.V.P University
Intermediate - undefined
S.H. Public School
High School - undefined
D.C.L.M. School
Skills
Experienced with Microsoft Office applications
Timeline
Solution Consultant- Consulting Services
Sirion Pvt. Ltd.
08.2024 - Current
Senior Functional Consultant- Professional Services
Sirion Pvt. Ltd.
01.2022 - 07.2024
Senior Analyst- Performance Management
Sirion Pvt. Ltd.
12.2019 - 12.2021
Team Leader - Operations
Kochar Tech Private Limited
03.2019 - 12.2019
Subject Matter Expert
Pisces Eservices Private Limited (Foodpanda)
09.2017 - 01.2019
Subject Matter Executive
Digicall Teleservices Private Limited
06.2016 - 09.2017
Senior Executive
Ienergizer Private Limited
08.2015 - 06.2016
B.Com - undefined
M.G.K.V.P University
Intermediate - undefined
S.H. Public School
High School - undefined
D.C.L.M. School
M.B.A. -
Kalinga University
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