Naveen Singh

• In this Tenure managed and support different LOBs like Mid-Market Inhouse IVR Merchant Support/ONDC Email & Chat Customer Support/Business Loan/EDC IB Merchant Support.

• Made successful transition of ONDC & Mid-Market IVR business from 0 to 1.

• Currently Managing 4 Vendors including regional workforce of 275FTEs and responsible for all Operational Metrics. (EDC IB).

• Handling all escalation received from any medium. (RCA/CAPA)

• Establishing and maintaining strong relationships with clients/vendors, understanding their needs and expectations to ensure their satisfaction

• Steering efforts in Capacity planning / Volume / fixing Merchant base issues on a realtime basis.

• Continuously reviewing existing processes, identifying opportunities for automation standardization, and streamlining to improve overall productivity

• Try to find better ideas in any aspects to make services easy for our Merchants/Customers by making innovative Changes in Product/User App.

• Cost management by focusing on FRT/ART/Self-Serve/Process Automation or by different analysis with the help of aligned BA, so that we can reduce our Contact Rate.

• Handled Leading E-commerce Client Flipkart.

• Managed Span of 80-100 Associates with 4-5 Team Leaders and was responsible to deliver process define targets.

• Handled client escalation and issues related to communication with customers.

• Managed Roster planning weekly for span as per client committed forecast.

• Responsibility to meet client most critical parameters CSAT/RR/PCD Scores.

• Responsible to manage daily SL/AL/AHT/Aband%/Schedule Adherence/Escalation desk export.

• Responsibility for review Leads and their team weekly/daily with Managers.

• BQM Management-Coordination with all support department (Quality/Training) to close all BQ refresher/Training Within timeline.

• Managed to close and revert on process Compliances Timely. (Internal/External)

• Handled Leading Hospitality Client OYO (Backend Email) and later E-commerce client Flipkart.

• Service level components, quality and productivity targets & indicators.

• Out calling to customer by associates to give them best in class service to get Hotel without any issue.

• Ownership and problem resolution.

• Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience on every call.

• Ensure to deliver all prime task and targets given by client. (CLOSE TICKET PENDENCY/CSAT/GSAT/RR/CQ)

• Handled Paytm Client-Merchant Helpdesk

• Lead associates who used to give support to All Merchants who use Paytm Payment method on their shops.

• Long time pending cases/payments stuck resolved by initiating mail to Paytm senior clients and payment team.

• Follow ups tickets to be closed on priority and to be shared on mail.

• Core Component was managing quality and customer satisfaction,.

• Managing AHT/Hold and support to RTM to meet daily SLA Target.

• Handled same client as a Team Lead with 20-25 associates.

• Maintaining TNPS/RR/Repeat/FCR.

• Managing Shrinkage/Attrition/AHT/CQ/FE/Schedule Adherence.

• Helping RTM team in Peak hours to Met daily AL/SL by working on AHT & Break Management.

• Highlighting real time issues to client on email.

• Complete knowledge of CMS Operations to monitor Real time.

• Roster to be prepared basis client forecast.

• Daily task to be closed by me and that too document on email to seniors.

• Performance review with associates basis day-1 and MTD scores.