Karanpreet Singh Bedi
Gurugram
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Assistant Manager (IT & Helpline)
IDH India Hub Private Limited
Gurgaon
08.2017 - Current
- Managing IT and Helpline vendors in India, Indonesia, Cambodia and Vietnam.
- Developed and implemented vendor management policies and procedures to streamline operations and improve efficiency.
- Conducting regular vendor performance reviews to ensure compliance with service level agreements (SLAs) and key performance indicators (KPIs).
- Negotiated and managed contracts with helpline vendors, resulting in 0% increment across all countries' contracts.
Managed a portfolio of 7+ IT vendors, ensuring the delivery of high-quality services while maintaining cost-effectiveness. - Managed IT projects including Salesforce CRM customization, and in-house Employee & Vendor management system.
- Collaborating with internal and external stakeholders for continuous improvement of the IT projects.
Presenting monthly and quarterly updates to EB and clients.
Assistant Manager Operation
The Phone Support Private Limited
08.2015 - 03.2017
- Managed a team of 60 tech support agents, 5 Team Leaders, and 5 retention agents
- Managed daily operations of a call centre, including staff scheduling and customer service initiatives
- Conducted weekly meetings with Team leaders to discuss performance goals
- Provided regular updates to management regarding key performance indicators (AHT, NPS, RR, FTR and Upselling)
- Monitored internal systems to measure inbound and outbound call activity, customer feedback and resource availability
- Resolved escalated customer complaints promptly and professionally
- Supervised a diverse workforce through coaching, counseling and engagement
- Identified areas of process improvement within the call centre environment.
Tech Support Team Leader
The Phone Support Private Limited
05.2014 - 08.2015
- Generated monthly reports summarizing key metrics derived from large datasets
- Collaborated with stakeholders to define requirements for new data systems or updates to existing ones.
Team Lead
GirnarSoft (Cardekho.com)
08.2013 - 05.2014
- Mentored and coached team members to ensure successful performance
- Delegated tasks to team members according to project requirements and employee strengths
- Motivated team to achieve optimal results through effective communication and interpersonal skills
- Facilitated regular meetings with the team to discuss progress towards goals and identify areas for improvement
- Addressed customer questions and recommended appropriate products and services to increase satisfaction
- Developed a system for tracking progress, measuring performance, and providing feedback to the team.
Subject Matter Expert
Teleperformance
12.2012 - 08.2013
- Trained staff on product knowledge to ensure customers received accurate information, displaying excellent instructional abilities
- Monitored daily operations, utilizing organizational and problem-solving skills to identify areas for improvement.
Education
PG Diploma in Computer Application -
IEC University
08.2019
Bachelor of Arts (B.A.) in Humanities and Social Science -
IEC University
08.2018
Skills
- Call Center Operations
- IT Project Management
- Employee Performance Evaluations
- Vendor management
- Salesforce CRM
- Microsoft office
- JIRA
- Staff Training and Development
- KPI Tracking
- Quality controls
- Voice Process
Certification
Earned "Impactful Speaker" by Indian Leadership Academy (ILA)
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Timeline
Assistant Manager (IT & Helpline)
IDH India Hub Private Limited
08.2017 - Current
Assistant Manager Operation
The Phone Support Private Limited
08.2015 - 03.2017
Tech Support Team Leader
The Phone Support Private Limited
05.2014 - 08.2015
Team Lead
GirnarSoft (Cardekho.com)
08.2013 - 05.2014
Subject Matter Expert
Teleperformance
12.2012 - 08.2013
PG Diploma in Computer Application -
IEC University
Bachelor of Arts (B.A.) in Humanities and Social Science -
IEC University