Gaganpreet Singh

Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.

• Focus Group Pilot for AI Attach – Identified low performers and executed a focused training + QA feedback loop, resulting in a marked uptick in conversions.
• ConversAI Dashboard Quality Integration – Led the initiative to merge conversation AI analysis with QA scoring for improved tracking of sales behaviors.
• Sales CTA Disposition Accuracy Project – Standardized reason codes for CTA disposition and reduced ambiguity in audit outcomes.
• Voice of agent- Established a structured feedback mechanism to capture agent insights and challenges from the floor, enabling data-backed improvements to training, processes, and tools.
• Stratified model for Quality- Developed a tiered evaluation framework to assess agent performance more accurately across experience levels, ensuring targeted coaching and fair quality measurement.
• Project Generator – SaaSL and upsell guidelines- Created detailed sales guidelines for SaaS lifecycle (SaaSL) and upsell motions, standardizing pitches and value communication across sales teams.
• Accreditation handbook for new hire training- Authored a comprehensive training manual to support new hire onboarding, covering process knowledge, escalation handling, sales techniques, and compliance.
• Assistance model (BQ management) for new hires- Introduced a structured support model to assist new hires during their nesting phase, with real-time query resolution and buddy support for faster ramp-up.
• Project Phoenix– Customer experience- A cross-functional initiative aimed at enhancing customer experience by identifying pain points in service delivery and implementing targeted process improvements.

• Father's Name: Joginder Singh
• Place of Birth: Delhi

• Facilitated new hire training for EMEA and JAPAC partner sites
• Facilitated new hire training for India partner sites with effective delivery of training content
• Conducted Advanced Retention Training for Account Management and Quality team
• Successfully led the new SMB Retention workflow and add credit days training for EMEA/APAC teams
• Conducted Advanced Retention workshop with a prime focus on improving Retention performance
• Zero deployment process training for JAPAC sites
• Less than ten-seat renewal process training for Indirect CCT at JAPAC and EMEA partner sites