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Kajal Singh
Team Manager
Summary
People manager passionate to create positive workplace culture. Proactive and reliable individual with excellent customer relationship skills and team building skills. Dedicated to deliver quality results for overall success.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Team Manager
Wipro Limited
Gurugram
03.2021 - Current
- People Management: Responsible for team management, coaching and development, performance management, staffing planning. colleague engagement and retention
- Operational Management: Ensuring uninterrupted client delivery by resource planning (work-load allocation, schedule adherence), maintaining service accuracy through compliance and audits
- Process and Project Participation: Completed Six Sigma project successfully for first call resolution improvement, implemented 2 new clients and various new tools and provisions, planned and managed multiple trainings
- Stakeholder Management: Responsible for meeting client service level agreements and satisfaction scores, ensuring quality of service delivery, support in client related issues by collaborating with all counterparts to meet turn-around time, service quality and improvement
Assistant Manager
Wipro Limited
Gurugram
06.2019 - 02.2021
- Domain Lead: Worked as subject matter expert for US health benefits, retirement plans, payroll and HR domains, responsible for content and client news management.
- Training and Improvement: Identified training needs from customer satisfaction surveys, escalations, quality results, case trends and facilitated training, assessments and refreshers, created and maintained question banks for all domains, conducted monthly team knowledge check, Identified opportunities for tools/process updates.
- Escalation Management: Acknowledged client escalations within 24 hours, reported closure of action item and updated tracker with suggested preventive steps.
- Customer Satisfaction Analysis : Ensured timely completion of analysis with call summaries, identified root causes and shared preventative steps along with specific control plans, ran ageing workflow reports, reviewed, summarized and escalated them to relevant departments.
Senior Customer Service Specialist
Wipro Limited
Gurugram
07.2017 - 05.2018
Customer Service Specialist
Wipro Limited
Gurugram
07.2015 - 06.2017
South Zone President
Internship with Leaders for Tomorrow NGO
New Delhi
06.2014 - 04.2015
- Represented all the southern colleges across Delhi University and organized different social events like plantation, donation and cleanliness drive
- Conducted Anti-Drug and Anti Ragging (ADAR) campaign in different colleges
- Worked as core member while organizing annual fest, 'Date with Development' and volunteered in events like Yamuna Shramdaan
- Attended UN's public lecture on 'Climate change and sustainable energy for all by Dr. R.K.Pachouri' and address by the 44th president of the USA, Barack Obama
Education
BBA -
Gargi College
Delhi University 07.2012 - 06.2015
Interests
Dancing
Timeline
Team Manager
Wipro Limited
03.2021 - Current
Assistant Manager
Wipro Limited
06.2019 - 02.2021
Senior Customer Service Specialist
Wipro Limited
07.2017 - 05.2018
Customer Service Specialist
Wipro Limited
07.2015 - 06.2017
South Zone President
Internship with Leaders for Tomorrow NGO
06.2014 - 04.2015
BBA -
Gargi College
07.2012 - 06.2015
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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