Gurneet Singh
Senior Team Leader
Delhi,Delhi
Summary
Dedicated Leader professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Produced performance reports using analytical data gained from research and client analysis.
My previous positions afforded me a well-rounded skillset, including excellent relationship building and time management skills, I excel at: Outlining project scopes, managing timelines, and deadlines. Tracking and reporting on overall progress. Managing daily operations and implementation of new programs. Forecasting project revenue and ensuring all goals are met. In addition to my experience and relationship-building experience, I have a solid educational foundation and a passion for furthering projects that build loyalty and, in turn, grow revenue for your organization. I appreciate the opportunity to contribute to your ongoing growth and continued success.
Overview
6
6
years of professional experience
30
30
years of post-secondary education
6
6
Certifications
3
3
Languages
Work History
Senior Team Lead Operations (Project Manager)
Tech2Globe
Delhi, Delhi
06.2020 - Current
- To represent the assigned account(-s) internally as an ‘ambassador’ toward all functions and vice versa and manage all interfaces
- Responsible for site analytics and testing to drive growth for e-commerce KPIs, Used a/b and multivariate testing to drive 15% improvement in site conversion.
- Resulted in 19% increase in AOV, 8% increase in visit duration, and 3% decrease in bounce rate
- Coordinated affiliate, referral, and social media programs to spur growth and attract new users to the brand.
- Increased referral traffic by 75% and increased new visitor traffic by 9%.
- Built relationships with vendors to manage all e-commerce technology partners.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Built and strengthened strategic relationships with vendors, advertising agencies and leading industry partners.
- Enhanced profitability to achieve marketing objectives and drive productivity and growth from concept to implementation.
- Secured long-term accounts by recommending strategies to promote brand effectiveness and highlight product benefits.
Asst. Manager Customer Care
Teleperformance
Mohali, Punjab
04.2019 - 03.2020
- I handle a Team of 30 members in the International process of Uber (U.S &
- Canada)
- Creating good CSAT surveys for Team,Collectively giving a good approach to process which maintains good quality scores and CSAT scores.
- Use to maintain records of sales salary accountability and import/export records ,Managed quality assurance program, including on-site evaluations, internal audits and customer surveys
- Drove operational improvements which resulted in savings and improved profit margins , Resolved conflicts and negotiated mutually beneficial agreements between parties
- Maintained excellent attendance record, consistently arriving to work on time.
- Developed team communications and information for meetings.
- Conducted research, gathered information from multiple sources and presented results.
- Led projects and analyzed data to identify opportunities for improvement.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Team Leader
Teleperformance
Gurgaon, Haryana
12.2018 - 04.2019
- Collaborated with senior management and business line management to identify and prioritize new concepts for development and launch
- Established extensive procedures and policies for troubleshootin and resolving
- Customer Satisfaction Rate
- Designed and prepared reports, studies and related documentation
- Constructed, edited and tested saved replies, including Salesforce and
- Teamdot Programs
- Championed portfolio management approach to develop consistent discipline and methodology in achieving innovation goals
- Improved CSAT by 45% by significantly reducing full-time employee (FTE) hours, maximizing the efficiency of new software
- Developed business cases, presentations and reports for senior management
- Got the opportunity to set up a site in Mohall for Uber process and trained 200 agents on new Uber module with my training skills.
Customer Care Representative
Teleperformance
Gurgaon, Haryana
11.2017 - 10.2018
- Coordinated timely responses to online customer communication and researched complex issues
- Conferred with customers about concerns with products or services to resolve problems and drive sales
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Updated customer accounts and system database with the latest details to support accuracy and efficiency in future interactions
- Increased customer satisfaction ratings by 15% by solving problems promptly and to customer expectations
- Responded to customer needs through competent customer service and prompt problem-solving
- Educated customers on promotions to enhance sales
- Created customer profiles by answering questions and providing tailored experiences based on interests and agendas
- Achieved long-term business objectives by analyzing customer feedback for process improvements
- Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
Escalation Specialist
Silaris Information Pvt Ltd
, Delhi
09.2016 - 11.2017
- Trained new personnel regarding company operations, policies and services
- Effective liaison between customers and internal departments
- Suggested new procedure to persuade cancelling customers to stay with the company, resulting in maximum% decrease in cancellations
- Directed incoming calls to internal personnel and departments, routing to the best-qualified department
- Cross-trained and backed up other customer service managers
- Followed-through on all critical inter-departmental escalations to increase customer retention rates
- Maintained up-to-date knowledge of product and service changes
- Handled Premium customers in demanding Special setting in coordination with a solid team of Premium customer service associates
- Created and maintained a detailed database to develop promotional sales
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Customer Care Representative
Silaris Information Pvt Ltd
, Delhi
04.2016 - 10.2016
- Coordinated timely responses to online customer communication and researched complex issues
- Conferred with customers about concerns with products or services to resolve problems and drive sales
- Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Education
Bachelor of Arts -
01.2013 - 01.2016
Perusing Master of Business - Finance
01.2004 - 01.2019
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High Secondary School
06.2014 - 06.2016
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Guru Harkrishan Public School, Secondary
04.2006 - 06.2016
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Kendriya Vidyalaya
Skills
Understanding of how to control employees and costs to increase profits
Ability to enforce policies and procedures of the companyExcellent verbal communication, and the ability to convey information clearly andQuick decision-making and problem-solving abilities Strong attention to detail andAbility to multitask Responsible, goal oriented and organizedStrong leadership abilities and initiativeExcellent delegator and mediatorGreat interpersonal skills and customer serviceAd development
Keyword optimization
PPC Compliance
Policy and procedure modification
Workflow planning
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets
- Resolved product issue through consumer testing
- Documented and resolved low CSAT issue which led to increase productivity
- Supervised team of 25-30 staff members
- Trained 250 agents on new product training
- Collaborated with team of new focus group in the development of Achievers(Which help to gain productivity and maximum results in CSAT & R2)
- Grew targeted audience 10-15% through grassroots marketing plans incorporating campaigns.
- Developed over 15-25 campaigns, leading to 20-25% increase in business.
- Achieved 50% engagement rate through content marketing.
- Increased traffic by 20-25% within 3-4 months by designing innovative marketing campaigns.
Certification
2020-01 Yellow Belt Certification
Timeline
Senior Team Lead Operations (Project Manager)
Tech2Globe
06.2020 - Current
Asst. Manager Customer Care
Teleperformance
04.2019 - 03.2020
Team Leader
Teleperformance
12.2018 - 04.2019
Customer Care Representative
Teleperformance
11.2017 - 10.2018
Escalation Specialist
Silaris Information Pvt Ltd
09.2016 - 11.2017
Customer Care Representative
Silaris Information Pvt Ltd
04.2016 - 10.2016
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High Secondary School
06.2014 - 06.2016
Bachelor of Arts -
01.2013 - 01.2016
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Guru Harkrishan Public School, Secondary
04.2006 - 06.2016
Perusing Master of Business - Finance
01.2004 - 01.2019
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Kendriya Vidyalaya