Manish Kumar Singh
Customer Service & Experience Specialist
New Delhi
Summary
Results-oriented Service & Support Person with diverse background in management, customer service and Support Operations. Dedicated to providing excellent customer service & support and making operational and procedural improvements.
Overview
17
17
years of professional experience
3
3
years of post-secondary education
Work History
Team Leader
Conneqt Business Solutions Limited, Samsung India Sales Pvt Ltd
2021.03 - Current
- Process of Samsung India of West and North Region
- Handling 24 VOC agents as Team Leader of VOC Department
- Maintaining Roster & attendance of 24 VOC Agents for a day-to-day billing to client
- Helping Team Members for a faster closure of VOC Tickets
- Providing Coaching, Guidance & Support to all Team members to understand Customer VOC
- Providing Training to Team members as per company and Process Requirement
- Daily Huddle with Team members to under them better
- Maintaining KPI’s of Samsung India to provide better Customer Satisfaction
- Doing VOC Tickets Audits of VOC Agents and Provides them real time feedback for a better Customer Experience
- Providing Guidance to VOC Agents on HHP, AV , HA and CE Products
- Build Relationship with ASM , BSM and Other Departments for a faster help and closure of a VOC Tickets
- Timely addressing Query of a team member and motivate them to work and reduce attrition %.
Senior Executive
Samsung India Sales Pvt Ltd, Manpower
2015.08 - 2021.03
- Payroll of Talent Pro HR India &, Services, Worked in a VOC Department of Samsung India
- Handled Escalation of North , East and West India Customers
- Handled Management Escalations of VIP Customer of Samsung India
- Handled HHP, CE , AV and HA Products of Samsung India
- Worked with Parts Team , Warranty Team , EnR Team , System Team and Field Operation Team for faster closure of VOC Tickets
- Worked on GCIC , CS Portal and SAP
- Worked as a team member for faster closure of VOC Tickets
- Coordinated with Samsung Service Centers of North , East and West India for faster closure of VOC Tickets
- Maintained Quality Score above 95%
- Maintained Customer Satisfaction as per KPI’s.
Assistant Manager, Support
Allied Electronics and Magnetics Ltd
New Delhi
2010.12 - 2015.03
- Heading Service Support Operations at 35+ locations through 15+own & 20+ ASP service locations across India
- Handled Wireless Products, Personal Technology and Audio, Peripherals & Multimedia Devices
- Successfully managed activities of 50+ team members in multiple locations and Handle a large volume of phone calls, chat and emails
- Assist in process refinement to improve customer service and support
- Develop documentation for common processes for both support staff and end-users
- Troubleshoot hardware issues and worked with service providers to facilitate repairs
- Ensure Continuous Improvement in service & support with respect to Quality Issues, Market Feedback, and Product
- Adaptability in Market
- Create new account, reset passwords and configured access for users
- Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives
- Improve service quality and increase sales by developing a strong knowledge of company's products and services
- Address negative customer feedback immediately
- Routinely prepared and evaluated CRM reports to identify problems and areas for improvement
- Working with Product development team of India and China to resolve customer escalations
- Maintained composure and patience in face of difficult customer situations
- Working for a Company Goal "Customer First" and achieving the Top Line.
Senior Coordinator
Intarvo Technologies Ltd, RT Outsourcing Ltd
New Delhi
2009.05 - 2010.11
- Communicated directly with customers by phone, electronically or face to face
- Provided customers with technical & service sales support using maintenance procedures created with company products
- Coordinated with HP Service Centers of Delhi-NCR for faster closure of out of warranty and broken Products Tickets
- Handled Corp Clients (UHG, Maruti Suzuki, CRPF, NIC,BOI etc)
- Handled Trade Process and Offsite Warranty Product of HP
- Generated Business with Corp Clients and provide them Suitable Discount on out of warranty and Broken cases with help of BD Team
- Customer satisfaction(C-SAT) within HP Policy
- Daily review and Coordination with Service Centre team of Delhi &NCR for Faster Closure of Trade Tickets
- Maintaining Daily Sales Report of Delhi –NCR
- Delivered performance updates, quarterly business reviews and planning meetings.
Coordinator, Volume
CMG, Hewlett-Packard India Sales Pvt.Ltd
New Delhi
2007.05 - 2009.04
- Handled large volume of phone calls, chat and emails
- Handled Calls of Laptop, Desktop, printers, scanners, servers, workstation computers, and computers for home and small-business use
- Worked with call management group of North India
- Coordinated with North India Service Partners of HP for Faster Closure of Open Tickets
- Worked on Work Flow management (WFM) and SAP
- Maintained Team MIS Report on Weekly basis
- Handled Escalation of North India Service Partners, End Users and Ticket logging related activity
- Responsible for quick & effective closures of escalated Tickets, Provided Support and Service to corporate customers within given time frame and SLA
- Leading Call Management Group (CMG), Training and educating team on new process
- Part Ordering and handle Tickets till closure, Coordination with Logistic and Supply Chain Team
- Customer satisfaction(C-SAT) and Maintains Team Productivity.
Executive
ATS Services Pvt.Ltd
New Delhi
2004.09 - 2007.04
- Managed quality communication, customer support and product representation for each client, Improved customer ratings by 90%
- Software troubleshooting and Internet service problems
- Troubleshot hardware issues
- Worked with customer service supervisor to resolve customer concerns
- Corporate help desk support
- Built customer loyalty by placing follow-up calls for customers who reported product issues
- Developed and maintained positive customer relationships.
Education
B.COM - Commerce
Jiwaji University
Gwalior 2001.07 - 2004.06
ITIL - Service Management
ITIL
New Delhi 2015.06 - 2015.06
Foundation Certification in IT Service Management 2015 -
ITIL
2015.06 - 2015.06
Skills
Escalation Management
undefinedTimeline
Team Leader
Conneqt Business Solutions Limited, Samsung India Sales Pvt Ltd
2021.03 - Current
Senior Executive
Samsung India Sales Pvt Ltd, Manpower
2015.08 - 2021.03
ITIL - Service Management
ITIL
2015.06 - 2015.06
Foundation Certification in IT Service Management 2015 -
ITIL
2015.06 - 2015.06
Assistant Manager, Support
Allied Electronics and Magnetics Ltd
2010.12 - 2015.03
Senior Coordinator
Intarvo Technologies Ltd, RT Outsourcing Ltd
2009.05 - 2010.11
Coordinator, Volume
CMG, Hewlett-Packard India Sales Pvt.Ltd
2007.05 - 2009.04
Executive
ATS Services Pvt.Ltd
2004.09 - 2007.04
B.COM - Commerce
Jiwaji University
2001.07 - 2004.06
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