Karamjyot Singh
New Delhi
Summary
Proactive professional knowledgeable about all facets of business operations. Focused on building revenue streams, promoting customer loyalty, and maximizing organizational efficiency to boost bottom-line profitability.
Overview
10
10
years of professional experience
Work History
Deputy Manager
Yatra.com
Gurugram
03.2024 - Current
- Company Overview: Spearheaded the implementation of a new customer relationship management system.
- Taking care of the call center SLA, supporting 30 advisors of the vendor team in terms of product. Also tracking and maintaining day-wise performance.
- Conducted performance appraisals for subordinate staff members and provided feedback on their performance.
- Coordinated with other departments to ensure smooth functioning of activities.
- Monitored daily operations and ensured compliance with company policies and regulations.
- Provided guidance and support to team members to help them achieve goals.
- Established and managed strategic partnerships with key industry players, leading to a 30% increase in revenue within the first year.
- Handling management complaint box and managing top management travels.
- Managing schedule change queue through automation and as well offline through 4 advisors.
Assistant Manager
Yatra Online Pvt. Ltd.
06.2022 - Current
- Setup a brand new process at the vendor site (Ienergizer & inter globe) with the updated span of 20 Agent, 2 team leader
- Involved in final screening of the candidates for the process, training progress, and OJT final assessment completion.
- New dialer setup, and data formatting created as per process requirement after regular follow-up with vendor MIS team.
- Day-to-day operation challenges are fixed, initial challenges (nontravel background, fresher agents) make them understand the process from a basic
- Agent retention, high shrinkage control, to motivate the team, and also to improve performance, introduced incentives on sales.
- Gross revenue achieve in the month of Oct??
- 18(first month) is 17 Cr however after regular review to vendor able to deliver the revenue of 48 Cr also from conversion 11% ??
- Multiple new SOPs designed as per new process requirement.
- Cross audits of Quality scores, Accurate Discount, Call-Chat cross audit, and closely monitor the escalation and ensure online resolution with customer satisfaction.
- Managing management complaint box and managing management travels.
Team Leader
Yatra Online Pvt. Ltd.
10.2014 - 08.2017
- Company Overview: Setup a brand new process at vendor site (Ienergizer & interglobe) with the updated span of 20 Agent, 2 team leader
- Setup a brand new process at vendor site (Ienergizer & interglobe) with the updated span of 20 Agent, 2 team leader
- Involved in Final screening of the candidates for the process /Training progress/OJT final assessment completion
- New dialer setup/Data formatting created as per process requirement after regular follow up with 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, initial challenge (non travel background, fresher agents) make them understand the process from basic
- Agent retention/high Shrinkage control to motivate the team also to improve the performance introduced incentive on sale
- Gross revenue achieve in the month of Oct???18(first month) is 17 Cr however after regular review to vendor able to deliver the revenue of 48 Cr also from conversion 11% ??
- 38% average
- Multiple new SOP designed as per new process requirement
- Cross audits of Quality scores/ Accurate Discount/ Call-Chat cross audit/Closely monitor the escalation & ensure for online resolution with customer satisfaction
- Setup a brand new process at vendor site (Ienergizer & interglobe) with the updated span of 20 Agent, 2 team leader
Customer Care Executive
Allsec Technology Ltd.
11.2014 - 11.2014
- Handling calls related for Askme.com local search engine
- Achieving service & Sales target on a weekly/Monthly Basis
- Handled 55 calls average on daily basis with 85% average call quality score
Education
B.A -
sunrise university
INDIA01.2015
High School Diploma -
Sukho Khalsa Senior Secondary School.
05-2008
Skills
- Efficiency management
- Analytics
- Management
- Gds
- Negotiable instrument act
- Vendor management
- Team management
- Operations management
Sociallink
https://www.linkedin.com/feed/
Totalworkexperience
10 Years 0 Month
Coursescertifications
- Computer Hardware and Networking, Jerking
Languages
- English
- Hindi
- Punjabi
Timeline
Deputy Manager
Yatra.com
03.2024 - Current
Assistant Manager
Yatra Online Pvt. Ltd.
06.2022 - Current
Customer Care Executive
Allsec Technology Ltd.
11.2014 - 11.2014
Team Leader
Yatra Online Pvt. Ltd.
10.2014 - 08.2017
B.A -
sunrise university
High School Diploma -
Sukho Khalsa Senior Secondary School.
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