Overview
Work History
Education
Skills
Certification
Additional Information
Timeline
Generic
Karamjyot Singh

Karamjyot Singh

Assistant Manager
NEW DELHI

Overview

10
10
years of professional experience
1
1
Certification

Work History

Assistant Manager

Yatra.com
07.2022 - Current
  • Taking care of Operational Metrics daily, CSAT, AHT, Shrinkage and quality scores, maintaining SLA, and attrition management
  • Managing management complaints and management team travel.
  • Handling international schedule change processes with four agents and managing all schedule change queues online and offline
  • Mentored team members to enhance professional development and accountability in workplace.
  • Made hiring recommendations to increase the company's productivity and profitability with quality workers.
  • Created employee schedules to align coverage with forecasted demands.
  • Developed a loyal and highly satisfied customer base through proactive management of team customer service strategies.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Team Leader

Yatra.com
09.2019 - 06.2022
  • Setup a brand new process at the vendor site (I energizer) with an updated span of 20 agents and 2 team leaders.
  • Involved in the final screening of the candidates for the process of training progress and OJT final assessment completion.
  • New dialer setup and data formatting were created as per process requirements after regular follow-up with the vendor MIS team.
  • Customized Dialer Report fetching tool created, logic build as per requirement, highlighted real time challenges & follow till the issue gets fixed.
  • Day-to-day operation challenges fixed; the initial challenge (non-travel background, fresher agents) makes them understand the process from basic
  • Agent retention and high shrinkage control to motivate the team and improve performance were introduced as incentives on sales.
  • Multiple new SOPs were designed as per the new process requirements.
  • Cross-audits of Quality scores, Accurate discounts, and call-Chat cross-auditsClosely monitor the escalation & ensure for online resolution with customer satisfaction.
  • Taking care of operational metrics on a daily basis (CSAT, AHT, shrinkage and quality scores), maintaining SLA, and attrition management.
  • Managing management complaints and management team travel.
  • Handling international schedule change processes with four agents and managing all schedule change queues online and offline
  • Built strong relationships with customers through a positive attitude and attentive response.

Subject Matter Expert (SME)

Yatra.com
04.2017 - 08.2019
  • Supported enterprise and business goals by introducing new product and service offerings.
  • Handled a team span of 25 tenure agents for Ex-India International and Domestic Flight ticket sales for outbound calling through dialer.
  • Daily Team briefing Pre-shift – post-shift, keep the team members updated about process updates and changes in the airline circular.
  • Keep the team motivated by always doing employee engagement activities and by always being open to any discussion (professional or personal).
  • Every hour, sales updates are taken from agents to keep tabs on performance and productivity.
  • To maintain the performance up to the mark regular call Audit for entire & share the critical/good observation with them by doing one on one session.
  • Call listing sessions three times a week with the entire team for group discussion and to get creative ideas and suggestions from the group to improve the process.
  • Streamline the customer escalation reduction management & reduce further 70%, always interested in finding out the route cause by investigating the case from the beginning (5 why technique).
  • Monthly Roster plan according to inflow and requirement of head count in particular shift
  • Maintain a team quality score more than 90% average
  • Control Shrinkage less than 2% & attrition reduction.
  • Handled schedule change cases on a time-to-time basis and mostly worked as a backup in case of a crisis situation.

Senior Travel Consultant

Yatra.com
10.2014 - 03.2017
  • Interact with the customers on call or email for Offline domestic flight booking sales
  • Monitoring the overall functioning of processes, identifying improvement areas, and implementing adequate measures to maximize customer satisfaction.
  • Achieve a daily sales target with a 95–98% average quality score.
  • Ensure we retain the customer as much as possible.
  • Higher management escalations handled and ensure we resolved on positive note within the timeline
  • Management refers to new booking cases handled.
  • Action on Online unconfirmed or rejected bookings
  • Bookings created on Amadeus and Galileo are also for low-cost carrier bookings created through the airline offline booking tool.
  • Ensure that every customer detail is tagged in CRM software.


Customer Service Agent

Allsec Technology Ltd
11.2013 - 10.2014
  • Addressed customer account discrepancies and concerns.
  • Handling calls related to the Askme.com local search engine.
  • Achieving service and sales targets on a weekly or monthly basis.
  • Handled 55 calls on average on a daily basis, with an average call quality score of 85%.

Education

Bachelor of Arts -

Sunrise University
Alwar, Rajasthan.
04.2001 -

Skills

Cost Reduction

undefined

Certification

Advance Computer Hardware & networking diploma from the Jetking

Additional Information

Date of Birth : 24 Feb 1990

Father name : Pritam Singh

Address : Delhi, Paschim Vihar

Languages Known : English Hindi and Punjabi

Marital Status : Unmarried

Passport number : S2453286

Timeline

Assistant Manager

Yatra.com
07.2022 - Current

Team Leader

Yatra.com
09.2019 - 06.2022

Subject Matter Expert (SME)

Yatra.com
04.2017 - 08.2019

Senior Travel Consultant

Yatra.com
10.2014 - 03.2017

Customer Service Agent

Allsec Technology Ltd
11.2013 - 10.2014

Bachelor of Arts -

Sunrise University
04.2001 -

Similar Profiles

CREATE PROFILE
Karamjyot SinghAssistant Manager