Open To Work
Mandeep Singh
Jalandhar
Summary
Dynamic CSD Lead with a proven track record at Bharti Airtel Ltd, excelling in customer service and team leadership. Expert in developing impactful training programs and fostering cross-functional collaboration, resulting in enhanced team performance and customer satisfaction. Adept at analyzing feedback to drive process improvements and achieve service excellence.
Overview
21
21
years of professional experience
2
2
years of post-secondary education
Work History
CSD Lead
Reliance Jio Infocomm
Hoshiarpur
07.2016 - Current
- Led customer service initiatives to enhance team performance and satisfaction.
- Developed training programs for new employees in customer service protocols.
- Coordinated cross-functional collaboration to resolve complex customer issues.
- Facilitated regular team meetings to share updates and best practices.
- Building strong relationships with external vendors who provide support services related to the customer service function.
- Providing feedback on individual employee performance through one-on-one discussions or group coaching sessions.
- Coordinating with other departments to ensure customers' needs are met in a timely manner.
- Developing rewards programs for loyal customers in order to foster long-term relationships.
- Leading and managing customer service teams to ensure achievement of customer service goals.
- Negotiated contracts with clients for desired training outcomes, fees or expenses.
CSD Lead
TATA Teleservices
Jalandhar , Hoshiarpur & Nawanshar
11.2012 - 07.2016
- Led customer service initiatives to enhance team performance and satisfaction.
- Developed training programs for new employees in customer service protocols.
- Coordinated cross-functional collaboration to resolve complex customer issues.
- Handle documentation agencies and ensure compliances
CSD Lead
Bharti Airtel Ltd
Jalandhar
04.2005 - 09.2012
- Led customer service initiatives to enhance team performance and satisfaction.
- Developed training programs for new employees in customer service protocols.
- Coordinated cross-functional collaboration to resolve complex customer issues.
- Analyzed customer feedback to identify trends and improve service delivery.
- Implemented process improvements to streamline customer support operations.
- Facilitated regular team meetings to share updates and best practices.
- Mentored junior staff on effective communication and problem-solving techniques.
- Oversaw daily operations, ensuring compliance with company policies and standards.
- Performing root cause analysis on recurring issues reported by customers in order to identify potential systemic problems.
- Organizing special events designed for customers aimed at increasing brand awareness or promoting products and services offered by the company.
- Creating reports summarizing key performance indicators related to the CSD Lead role.
- Handle different recovery agencies in Jalandhar area
- Monitoring team performance metrics to identify areas of improvement and devise corrective action plans accordingly.
Education
Bachelor of Arts - Geography
Layallpur Khalsa College
Jalandhar 04.2002 - 02.2004
Skills
- Customer service
- Team leadership
- Training development
- Cross-functional collaboration
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
On-SiteSalary Range
₹167000/yr - ₹200000/yrTimeline
CSD Lead
Reliance Jio Infocomm
07.2016 - Current
CSD Lead
TATA Teleservices
11.2012 - 07.2016
CSD Lead
Bharti Airtel Ltd
04.2005 - 09.2012
Bachelor of Arts - Geography
Layallpur Khalsa College
04.2002 - 02.2004