GURNEET SINGH
Senior Operation Manager
Delhi,Delhi
Summary
Results-driven Head of Operations & Customer Experience Leader with expertise in sales operations, customer service, call center management, retention strategy, and process optimization. Proven success in team leadership, AI-based CRM implementation, performance management, and multi-channel marketing strategies across e-commerce and customer support domains. Adept at leveraging data analytics and automation to drive efficiency, revenue growth, and customer satisfaction. Dedicated to enhancing operational effectiveness, improving customer experiences, and achieving organizational goals.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
3
3
Languages
2
2
Certificates
Work History
Head of Operations | Operations Manager
NutriHerbs
Delhi
06.2023 - Current
- Spearhead sales operations, retention planning, and call center performance to maximize conversions
- Oversee multi-channel marketing campaigns across Amazon, Flipkart, Facebook, and Google
- Implement AI-powered CRM to streamline lead management, order tracking, and customer interactions
- Drive process automation initiatives to enhance team productivity and reduce operational costs
- Manage NDR (Non-Delivery Reports) and logistics, ensuring seamless last-mile deliveries
- Optimize budgeting and forecasting to maintain operational efficiency and cost-effectiveness
- Increased customer satisfaction by actively addressing concerns and ensuring timely resolutions.
- Managed crisis situations effectively by developing response plans in advance.
- Managed vendor relationships, negotiating contracts for maximum value and efficiency.
- Built a high-performance culture by recruiting top talent and promoting professional development opportunities for staff members.
- Developed and maintained robust business continuity plans, ensuring operational resilience in face of unforeseen challenges.
- Improved inventory accuracy and warehouse organization through adoption of advanced tracking systems and storage solutions.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Increased sales revenue by implementing strategic marketing campaigns and fostering strong client relationships.
- Implemented CRM systems to streamline communication between departments leading to improved collaboration on projects.
Assistant Manager - Customer Care
Teleperformance Pvt Ltd
Chandigarh , Punjab
04.2019 - 03.2020
- Managed a team of 300 agents, 6 Team Leaders, and 4 ATLs for Uber U.S
- & Canada process
- Designed and executed quality assurance frameworks to improve CSAT scores and call resolutions
- Conducted training programs to enhance sales, compliance, and customer engagement skills
- Analyzed key performance metrics (CSAT, response time, resolution rates) to optimize processes
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Managed daily staff scheduling, ensuring optimal coverage during peak hours while minimizing labor costs.
- Improved customer satisfaction rates by closely monitoring service quality and addressing issues promptly.
- Developed and maintained a high-performing team with ongoing training, coaching, and performance evaluations.
- Collaborated with cross-functional teams to achieve overall business objectives and improve operational performance.
- Spearheaded efforts towards continuous improvement within the department by incorporating feedback from employees at all levels.
- Handled escalated customer complaints effectively by resolving issues while maintaining strong client relationships throughout the process.
- Conducted regular audits of departmental procedures to ensure adherence to established guidelines, reducing instances of noncompliance.
- Coordinated with General Manager in different operational issues and promotional activities.
Team Leader
Teleperformance
Gurgaon
12.2018 - 04.2019
- Developed onboarding programs for 200+ agents during a major Uber module launch
- Enhanced CSAT scores by 45% through structured customer engagement strategies
- Spearheaded the Mohali site setup, driving operational excellence and workforce planning
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
Escalation Specialist | Customer Care Representative
Silaris Information Pvt Ltd
Gurgaon
04.2016 - 11.2017
- Managed high-value customer escalations, ensuring rapid issue resolution and customer retention
- Led training workshops for new hires on escalation handling and customer experience best practices
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Championed a customer-centric approach within the escalation team, consistently advocating for clients'' best interests and satisfaction.
- Provided expert guidance to colleagues on resolving high-priority cases, sharing knowledge and expertise across the team.
- Contributed to a positive work environment by mentoring junior staff members on effective escalation management techniques.
- Assisted in the implementation of new tools designed to improve case tracking and reporting capabilities within the escalation team.
Education
MBA - Information Technology
University of Rajasthan
Distance Learning 03.2021 - 12.2024
Bachelor of Arts - English Language And Literature
University of Rajasthan
Jaipur 03.2014 - 04.2014
Skills
Creative direction
undefinedAccomplishments
- Led customer service optimization projects, improving CSAT scores by 45%.
- Successfully trained and onboarded 250+ agents on new customer service and sales models.
- Pivotal in launching a new call center for Uber in Mohali, enhancing operational efficiency.
- Developed AI-driven CRM systems to streamline sales lead tracking and customer interactions.
- Spearheaded process automation to boost efficiency, reduce operational costs, and improve quality.
- Enabled new process implementations, effectively doubling sales growth.
- Collaborated with delivery partners to identify and resolve root causes of missed targets and RTO issues, achieving a 5-8% month-on-month increase in delivery efficiency.
- Addressed low-quality agent performance by implementing a new quality process and reporting system, yielding effective results.
- Led the end-to-end implementation of a new CRM system, from initial drafting to successful deployment.
- Coordinated with technology teams to integrate AI-driven features into the website, enhancing user engagement and sales performance.
- Redesigned the company website, improving user experience and revenue generation.
- Managed multiple outsourcing partnerships to strengthen brand presence and engagement.
- Supervised warehouse and production processes, identifying cost inefficiencies and implementing corrective measures to enhance profitability.
Certification
Yellow Belt Certification (Process Improvement)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Success is not final; failure is not fatal: It is the courage to continue that counts.
Winston S. Churchill
Languages
English
Hindi
Punjabi
Core Skills
Call center management, Customer retention planning, Workflow optimization, Lead conversion, Sales performance monitoring, CRM implementation, Multi-platform marketing strategies, AI-driven CRM workflows, Process automation, Data-driven decision-making, Training, Performance coaching, KPI optimization, Customer satisfaction enhancement, Escalation management, Compliance, Cost control, Revenue forecasting, P&L management, Delivery partner onboarding, Last-mile delivery optimization
Timeline
Head of Operations | Operations Manager
NutriHerbs
06.2023 - Current
MBA - Information Technology
University of Rajasthan
03.2021 - 12.2024
Assistant Manager - Customer Care
Teleperformance Pvt Ltd
04.2019 - 03.2020
Team Leader
Teleperformance
12.2018 - 04.2019
Escalation Specialist | Customer Care Representative
Silaris Information Pvt Ltd
04.2016 - 11.2017
Bachelor of Arts - English Language And Literature
University of Rajasthan
03.2014 - 04.2014
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