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
03.2021 - 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
08.2015 - 03.2021
- 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
12.2010 - 03.2015
- 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
05.2009 - 11.2010
- 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
05.2007 - 04.2009
- 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
09.2004 - 04.2007
- 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 07.2001 - 06.2004
ITIL - Service Management
ITIL
New Delhi 06.2015 - 06.2015
Foundation Certification in IT Service Management 2015 -
ITIL
06.2015 - 06.2015
Skills
Escalation Management
Service Team Management
Customer Service Management
Project Management
Complaint Handling
Business Partner Management
Customer Experience
Timeline
Team Leader
Conneqt Business Solutions Limited, Samsung India Sales Pvt Ltd
03.2021 - Current
Senior Executive
Samsung India Sales Pvt Ltd, Manpower
08.2015 - 03.2021
ITIL - Service Management
ITIL
06.2015 - 06.2015
Foundation Certification in IT Service Management 2015 -
ITIL
06.2015 - 06.2015
Assistant Manager, Support
Allied Electronics and Magnetics Ltd
12.2010 - 03.2015
Senior Coordinator
Intarvo Technologies Ltd, RT Outsourcing Ltd
05.2009 - 11.2010
Coordinator, Volume
CMG, Hewlett-Packard India Sales Pvt.Ltd
05.2007 - 04.2009
Executive
ATS Services Pvt.Ltd
09.2004 - 04.2007
B.COM - Commerce
Jiwaji University
07.2001 - 06.2004