Summary
Overview
Work History
Education
Interests
Timeline
Work Availability
Generic

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

Traveling

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
swipe to browse

Similar Profiles

CREATE PROFILE
Kajal SinghTeam Manager