Mansimran Singh
Assistant Operations Manager
New Delhi
Summary
- Results-oriented Operations Manager with flexible and creative approach to handling routine and complex operational challenges. Clear and disciplined with skill in inspiring employees to meet and exceed performance targets. Willing to work as a key player in challenging & creative environment & to contribute towards the progress and growth of the organization using personal and managerial skills.
Overview
4
4
years of post-secondary education
1
1
Language
Work History
Assistant Manager Operations
IGT Solutions
- Current
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences
- Cooperated closely with other departments to support achievement of customer experience outcomes
- Monitored customer feedback to identify areas of improvement in customer experience
- Introduced new methods, practices, and systems to reduce turnaround time for Voice, chat and back office work types
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines
- Developed systems and procedures to improve operational quality and team efficiency
- Developed and implemented strategies to maximize customer satisfaction
Team Leader – Operations
IGT Solutions
- Process - Inbound, International /Voice/Chat/Back Office/Customer care for an American based airline, Led 25-40-member team in conducting the day-to-day operations of the process
- Ensuring efficient productivity of products, and facilitating implementation of new production strategies
- KPIs for measuring chat effectiveness includes first response time, number of chats, average chat length, average wrap time, average speed of answer, customer satisfaction score and average wait time
- People Management: Skilled to lead, manage and motivate team to perform as per business plans & targets,
- Team Assessment & Training: Monitoring team performance & doing TNI for the team members and training to ensure
- Quality & Performance improvement, evaluating calls, chat transcripts, and back office transactions to provide regular coaching and mentoring to agents and track low performers in team
- C-SAT Analysis
- Attrition management
- Trained team members regularly on efficient call handling and using empowerment whenever possible for customer’s benefit which eventually helped in reduction of real time escalations
- Successfully trained five batches during my tenure as team lead basis operations requirement
- Successfully helped newly trained team members during their transition period from training to operations
Quality evaluator/Acting QTLs
IGT Solutions Pvt. Ltd
- Regular evaluations of team members with feedback in order to improve quality scores
- Working on client escalations and making follow ups with dis-serviced passengers for recovery and retention
- Team Management, re-enforcement of recent process updates, handling escalation calls during high call volume
- Conducting refreshers on regular process updates, drafting and conducting knowledge check questionnaire for process, feedback sessions, coaching and quality sessions for the team members
- Sharing real time updates received from client and top defects identified through internal/external evaluations
- To conduct internal calibration with team members and gauging their areas of improvement
- To attend external calibration and sharing feedback received from client with team
- Voice of customer: Driving Customer Satisfaction/Dissatisfaction from feedback received through post call surveys and identification of opportunities to provide better experience
- Prepare PIP (Performance Improvement Plan) for non-performers
- Audit the auditor,
- Preparation of TNI to gauge training requirement
- To publish Survey and Quality Dashboard
- To maintain and publish process Table-F(Quality scores for all work types)
Process Associate
IGT Solutions Pvt. Ltd
- Answering inbound calls averaging 40-50 calls per day
- Performed consistently in all KRAs
- Ensuring maximum customer satisfaction
Education
Bachelor of Engineering - Electrical and Electronics
Guru Nanak Dev Engineering College (VT University)
Bidar, India 05.2007 - 05.2011
Skills
Trend tracking
undefinedPersonal Information
- Date of Birth: 09/20/1989
- Nationality: Indian
- Marital Status: Married
Timeline
Bachelor of Engineering - Electrical and Electronics
Guru Nanak Dev Engineering College (VT University)
05.2007 - 05.2011
Assistant Manager Operations
IGT Solutions
- Current
Team Leader – Operations
IGT Solutions
Quality evaluator/Acting QTLs
IGT Solutions Pvt. Ltd
Process Associate
IGT Solutions Pvt. Ltd
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