Mohit Kumar Singh
Assistant Manager Customer Care
Gurgaon,Haryana
Summary
Enthusiastic management professional with demonstrated success supervising staff and building teams. Proven history of achieving sales goals by monitoring employee performance and coaching staff on effective sales methods. Skilled in solving complicated issues and making proactive operational changes.
Overview
1
1
Language
4
4
Certifications
5
5
years of post-secondary education
10
10
years of professional experience
Work History
Assistant Manager
Teleperformance India Pvt Ltd
Gurgaon, HR
08.2018 - Current
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Leveraged fair evaluation processes, employee reviews and staff mentoring to drive performance and job satisfaction at all levels.
- Competent in all process and technical skills required at Agent level thorough understanding of Metrics requirements and targets. Achieve Call Quality requirements as outlined via Call Monitoring Guidelines
- Achieve Productivity requirements and performance delivery as outlined via Operation scorecard Participate in performance improvement task forces as needed and look at continuously raising the bar for Customer satisfaction.
- Represent the line of business (LOB) on special projects/initiatives.
- Evaluated current operational strategies and recommend improvements.
- Supervised projects to support operational excellence and excellent customer service.
- Generated operational reports for management on weekly/bi-weekly/monthly schedule.
- Monitored employee productivity and optimized procedures to reduce AHT & increase customer satisfaction.
Technical Support Advisor
Reach Employment Services
Abu Dhabi, UAE
06.2016 - 12.2016
- Worked for HCL onsite team in Servicedesk & Incident Management teams.
- First point of contact for all Incidents and request fulfillment process.
- Preparing business Critical Core reporting and dashboards.
- Facilitated Agile adoption Retrospective for the organization with the leadership and guided team with outcome resulting in enhanced performance.
- Tracking Ageing tickets and following up with teams including from my track, till closure.
- Driving Major incidents upon discovery till immediate fixed, scheduling meetings for RCA with relevant stake holders and providing input to problem management.
- Repeated Incidents trending and closure to understand customers’ requirements and issues and work towards permanent closure, post closure lesson learnt and action items to be shared with team.
- Monitor day-to-day operations and communicate KPI’s and SLA’s to team.
- To ensure adherence to internal escalations procedure ensuring that concise and accurate information relating to the incident are presented.
- Weekly call with resolver groups on misroutes and other issues, if any.
- Provide expertise in all aspects of IT desktop fault function and deployment of all new kit and peripherals under the Installs, Moves and changes environment.
- Handling client escalations.
Team Developer
BA Continuum, Bank of America
Gurgaon, HR
04.2010 - 09.2015
- Managing targets defined by the process line of business, working on defined parameters in terms of CTQ’s – C-Sat / Quality / FCR / Contact Resolved / AHT.
- Helping team achieve their targets successfully and resolve obstacles encountered by team members.
- Provide training, performance planning and evaluation of the team.
- Preparing Growth/development plan for the associates and aligning them to the company goals.
- Providing feedback on audits conducted by onshore and off shore Quality Experts.
- To ensure delivery of the process as per agreed SLAs and Revenue Targets.
- Identifies training gaps for TMs and appoint specific trainings.
- Analyzes volume trends to understand the reasons for the peak/fall in the volumes and manage resources accordingly.
- Ensures timely receipt and action on customer/client feedback.
- Keeps attrition in check through employee engagement practices.
- Responsible for team motivation, necessary coaching and conducting reviews of TMs.
- Conducting necessary performance management meetings with associates.
- Creating and maintaining reports on daily and monthly basis for complete shop (GGN & HYD associates).
- Collaborating with the Quality team and governing the Process Knowledge Test (PKT) within the process.
- Organizing events and games as a part of fun at work Initiative.
- Nov ’07-Apr ’10 with IBM Daksh (Now Concentrix) as Operations Executive.
- Supported US customers for Sprint telecom regarding any queries related to bill payment, new plans, contracts and mobile devices.
- Collaborated with Quality team members to identify trainings needs for employees.
- Mentoring and training new team members regarding the day to day operations.
- Awarded with Employee of the month for commitment to going above and beyond the call of duty multiple times.
Operations Executive
IBM Daksh
Gurgaon, HR
11.2007 - 03.2009
- Supported US customers for Sprint telecom regarding any queries related to bill payment, new plans, contracts and mobile devices.
- Awarded with Employee of the month for commitment to going above and beyond the call of duty multiple times.
- Collaborated with Quality team members to identify trainings needs for employees.
- Mentoring and training new team members regarding the day to day operations.
Education
B. Com - commerce
B.R. Ambedkar University
07.2004 - 06.2007
Intermediate -
UP Board
07.2002 - 06.2003
High School -
UP Board
07.2000 - 06.2001
Skills
Team Management
undefinedCertification
Performing Higher Standards (PHS) I & II – Bank of America core values program
Timeline
Assistant Manager
Teleperformance India Pvt Ltd
08.2018 - Current
ITIL V3 foundation certification
11-2016
Technical Support Advisor
Reach Employment Services
06.2016 - 12.2016
Creative & Analytical approach to problem handling
10-2013
Effective Presentation Skills & Advance MS Excel training
11-2012
Performing Higher Standards (PHS) I & II – Bank of America core values program
03-2012
Team Developer
BA Continuum, Bank of America
04.2010 - 09.2015
Operations Executive
IBM Daksh
11.2007 - 03.2009
B. Com - commerce
B.R. Ambedkar University
07.2004 - 06.2007
Intermediate -
UP Board
07.2002 - 06.2003
High School -
UP Board
07.2000 - 06.2001
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