DEVINDER SINGH POONI
Customer Service Management And Data Analytics
Thane
Summary
Extensive experience in ATM operations and driving cross functional delivery environment with 21 years of career
success in developing & executing operational strategies to
accomplish revenue goals across Banking and Financial
Infrastructure Services.
Overview
25
25
years of professional experience
4
4
Languages
Work History
AGM – Customer Service Management and Analytics
EURONET
2013.12 - Current
- Service Management for all the 7500 + Transaction model Machines to ensure high Uptime for end user customer to perform a transaction
- SLA management for all the BL Banks to ensure customer satisfaction
- Analyzing the reasons for nonperforming ATMs and driving the various teams internally for improvement
- Evaluation on various parameters and driving the vendors to achieve the SLA
- Closely working and co managing the Epay entities as a support function
- Analyze transactions performed on BL ATMs such that low performing ATMs are identified and necessary actions are taken to improve site performance. Root cause of such downfall in transactions is identified and rectified by acting as a liaison between the respective teams within organization and Vendors.
- Identifying the process lapse in other Operational teams such as IMC, Cash Management, Field and suggestions for improving the same to achieve better uptime and customer satisfaction
- To develop and carry out project plans with stakeholders and scheduling the tasks to team members.
- Lead cross-functional teams, providing guidance and direction to ensure project goals
- Led a project on reducing the consumable cost for one of the banks
- Led a project on reducing Other Direct Costs (ODC) like spare part replacement, site renovation costs for ATM. Identified major contributors and streamlined processes to reduce such costs at ATMs
- Led a project on saving electricity costs at ATMs by identifying high electricity consuming sites and introducing sensor-based devices that help in reducing wastage of electricity.
- As a part of the ongoing cost-saving project, initiated an activity wherein the periodic rent escalation (every 3 years by 15%) was negotiated such that it saved the company a lot of money on rent escalation costs. On an average 1 in 4 landlords agreed to continue with the same rent or with partial escalation.
- Suggest relocation or closure of poor performing ATMs on the basis of profitability by getting the same calculated though finance team
- Calculating the daily transaction averages based on available switch data and preparing an MIS report which is referred to by key stakeholders and the management for decision making process
- Works closely with the operations team and the transaction analytics team in identifying crucial areas of improvement in the overall availability of ATM infrastructure, pinpointing new points of interest across vendor performance and internal metrics.
Manager – Operations
FIS PAYMENT SOLUTIONS & SERVICES
2012.09 - 2013.11
- Managing customer relationship with respect to ATM managed services delivery for one of the largest customers of FIS - Bank of India
- Drive delivery excellence in order to achieve utmost customer satisfaction. Escalation management in close coordination with Bank Zones and FIS local teams
- Driving various service improvement initiatives like Cash-out reduction, FLM and SLM turnaround time, ATM life cycle related cost management
- Driving ATM deployment and ensuring maximum uptime for Bank of India in PJK and NE cluster
- While also monitoring downtime for ATMs in North and East India,I was conferred with the responsibility of studying and analyzing various downtime components and suggesting methods for improvement and eventually supervising their implementation
Assistant Manager – Service Management
EURONET
2011.09 - 2012.09
- Managing the productivity and operation quality of ATM systems which had 19 customers, 4000+ ATM’s across more than 9 countries.
- Mapping client’s requirements and coordinating in development and implementation of processes in line with pre-set guidelines.
- Assessing customer feedback, evaluating areas of improvements & providing critical feedback to the associates on improvements and achieving higher customer satisfaction. Prepare various dashboards and presentations to management and customers
- Act as liaison between all functions of Operations and Managed services like the RM Group, Management Centre, Field service, RIS, Cash management, Vendor management.
- Evaluating vendor performance on various parameters to improve performance and also help in choosing the right vendor for expansion and rationalization
- Setting out quality standards for various operational areas, ensuring a high-quality customer experience, while adhering to the SLAs and work processes.
- Creating awareness for driving the projects and process improvement strategy & methodology, ensuring maximum operational efficiency and overseeing the Incident management process for high severity incidents working with the implementation and network group.
SLA Advisor
DIEBOLD SYSTEM PVT. LTD
2007.06 - 2011.09
- Root cause analysis, identifying the pain areas and providing recommendations to the Bank.
- Preparation of various customer reports, analytic reports and presentations for customers.
- Various internal reports prepared and sent to several departments within the organization for improving service levels.
- Identifying process deviations, highlighting the same and taking it up with the respective department for process improvement.
- To ensure that the committed SLA is met with the respective customers.
- Analyzing the problems which are frequent and immediately highlighting the same to the respective departments to bring it to a closure.
Service Coordinator
NCR CORPORATION INDIA PVT. LTD
2006.02 - 2007.06
- Handling a team of 40+ Engineers based in the North and East Zone.
- Effective Tracking of customer queries from time of entry till time of completion.
- Ensuring timely completion of scheduled activities.
- Sending reports to Top management describing Country wise performance on a weekly basis of the ATM’s (with Respect to Service Calls).
- To update our customers with reference to ATM related problems, solving customer queries and satisfying their needs.
- To co-ordinate with the team members and solve the problems and to make them comfortable in the work place and create a healthy work environment.
- Preparations of monthly reports and analyzing the issues and ensuring timely escalation of these to the appropriate levels.
Customer Service Professional
NCR CORPORATION INDIA PVT. LTD
2004.10 - 2006.01
- Provide responsive and competent voice and web based support to domestic and global customers in areas of product features, installation and usability for specified products
- Coordinating with the field technicians and logistics services to ensure the closure of the incidents within the service level agreement and providing timely update to the customers and management.
- Coordinate with the team members to solve the work related challenges and providing training and guidance to new team members
Customer Service Professional
INFOWAVZ INTERNATIONAL PVT. LTD
2004.04 - 2004.10
- Making sales calls for a client in the US region and resolving customer queries so as to ensure maximum customer satisfaction
Medical Representative
EMCURE PHARMACEUTICALS PVT.LTD
2001.08 - 2004.03
- Making timely visit to the doctors, promoting the brands and generating business for the company.
- Maintaining a healthy relationship with Chemists to gain knowledge of the trend of prescriptions given by nearby Doctors
- Managing stock keepers and enhancing sales drive.
Education
Bachelor of Science -
Guru Nanak Khalsa College
Higher Secondary School Certification - undefined
Guru Nanak Khalsa College
Secondary School Certification - undefined
St. Anne’s High School
Skills
Service Management
SLA Management
Vendor driving
Project management
Operations Management
Process Efficiency Enhancement
Customer relationship
Effective problem solver
Data Analytics
Timeline
AGM – Customer Service Management and Analytics
EURONET
2013.12 - Current
Manager – Operations
FIS PAYMENT SOLUTIONS & SERVICES
2012.09 - 2013.11
Assistant Manager – Service Management
EURONET
2011.09 - 2012.09
SLA Advisor
DIEBOLD SYSTEM PVT. LTD
2007.06 - 2011.09
Service Coordinator
NCR CORPORATION INDIA PVT. LTD
2006.02 - 2007.06
Customer Service Professional
NCR CORPORATION INDIA PVT. LTD
2004.10 - 2006.01
Customer Service Professional
INFOWAVZ INTERNATIONAL PVT. LTD
2004.04 - 2004.10
Medical Representative
EMCURE PHARMACEUTICALS PVT.LTD
2001.08 - 2004.03
Higher Secondary School Certification - undefined
Guru Nanak Khalsa College
Secondary School Certification - undefined
St. Anne’s High School
Bachelor of Science -
Guru Nanak Khalsa College