Manjeet Singh

Current Job Role Summary:

I currently serve as a Center Operations Manager, leading a customer experience team of 225 professionals servicing one of the top e-commerce platforms in India, focused on the Large Category Products segment (such as appliances, furniture, fitness equipment, etc.).

To drive operational excellence, I manage this team with the support of 4 Assistant Managers and 15 Team Leads, who oversee daily workflows, performance metrics, and ensure adherence to service standards.

• Customer Support Operations:
  Our team handles both pre-delivery and post-delivery customer interactions, including order tracking, delivery scheduling, return/refund requests, and product-related concerns. We aim to provide first-contact resolution and escalate to appropriate stakeholders only when necessary.
• Installation & De-installation Coordination:
  As large category products often require professional installation or de-installation, my team actively coordinates with installation engineers, vendor service providers, and monitors the Engineer Portal to ensure timely service. We assist customers with scheduling, rescheduling, and follow-ups for such services.
• Cross-Functional Coordination:
  We collaborate closely with Hub In-charges, Last Mile Delivery Partners, and Warehouse Teams to ensure smooth delivery, accurate order tracking, and real-time resolution of logistics-related issues such as delays, reattempts, or damaged shipments.
• Escalation Handling & Complaint Resolution:
  Complex or unresolved cases are escalated via internal complaint management systems, where we track resolutions with internal business units or external service partners, ensuring customer grievances are addressed within committed SLAs.
• Performance Monitoring & KPI Management:
  I am responsible for tracking and improving key metrics like Customer Satisfaction (CSAT), Resolution Rate, First Contact Resolution (FCR), AHT, Shrinkage, and Attrition, ensuring service quality and process compliance.
• Training & Process Improvement:
  I work with quality and training teams to identify knowledge gaps, drive refreshers, and implement SOP improvements that reduce error rates and enhance customer experience.
• Crisis Management:
  I take the lead during high-volume periods (e.g., sale events, seasonal spikes), rebalancing workloads and resources in real-time to maintain service levels and reduce customer wait times.
• Team Engagement & Leadership Development:
  I focus on mentoring my Assistant Managers and Team Leads, ensuring career progression, employee engagement, and a culture of ownership and customer-centric thinking.
• Enhanced operational efficiency by streamlining processes and implementing cost-saving measures.

Assistant Manager – Operations
Germanium Technologies Pvt. Ltd.

Ernst while Caretel Infotech Ltd.
During my tenure at Germanium Technologies, I was responsible for end-to-end operations management across multiple voice and non-voice processes, including inbound customer service, outbound soft sales, inside sales, and social media-based lead generation. I led cross-functional teams across diverse industry verticals such as insurance, telecom, FMCG, appliances, automobiles, and government sectors.

• Oriental Insurance Company Ltd.
  Managed Inbound Customer Support and Outbound Soft Sales operations.
  Ensured timely resolution of policy queries, renewals, and upselling of insurance products through soft-selling techniques.
• Spectra net Broadband (B2B & B2C):
  Oversaw inbound support for broadband users, focusing on technical issue resolution, ticket creation, installation, and demo scheduling.
  Handled both business and retail customer segments, ensuring service uptime and satisfaction.
• Kohler (India):
  Ran a social media (Instagram/Facebook) lead generation campaign targeting potential customers through digital engagement strategies.
  Ensured lead quality and conversion coordination with sales teams.
• Grohe, KAFF Kitchen Appliances, JK Cement (White Cement), Jubilant Food works Ltd. , and Honda Cars:
  Led inbound customer service operations for each brand.
  Managed product inquiries, service requests, warranty support, and complaint resolution with strict SLA adherence.
• Election Commission of India & Chief Electoral Officer, Delhi
  Managed multilingual helplines for voter registration, election-related queries, and grievance redressal.
• Ministry of Women & Child Development, Ministry of MSME, Delhi Jal Board, Department of Administrative Reforms & Public Grievances:
  Operated centralized public grievance helplines.
  Provided frontline support for citizen queries, service complaints, scheme-related information, and feedback collection.
  Ensured compliance with government-mandated service quality and documentation standards.
• Improved First Call Resolution (FCR) and Customer Satisfaction (CSAT) scores across multiple projects.
• Played a critical role in onboarding and scaling new projects, ensuring process stability within SLA timelines.
• Built strong process documentation and SOPs for new campaign launches.
• Trained and mentored team leaders and front-line agents across diversified portfolios.

Key Responsibilities:

• Started my professional career managing inbound and outbound customer service operations for Oriental Insurance Company Ltd.
  Inbound Process: Addressed inquiries from both existing and prospective customers related to policy details, claims, renewals, and coverage.
  Outbound Process: Engaged with potential customers who submitted requests via the website for insurance policy purchase; provided product information and assisted in completing the purchase process.
• Simultaneously managed operations for the National Asset Directory Reforms System (Government Project):
  Supported data verification and public coordination efforts to assist in asset directory digitization initiatives.
• Handled inbound support for JK Cement (White Cement Division):
  Managed customer queries, dealer support, and product-related assistance.
  Coordinated with internal teams for issue resolution and ensured prompt service delivery.

Key Skills Gained:

• Developed strong communication and customer handling skills.
• Gained early exposure to managing both private and government sector processes.
• Built foundational knowledge in BPO operations, CRM systems, and customer lifecycle support.
• Set clear team goals and delegated tasks and set deadlines.