Nikhil Kumar Singh
Program Manager
Gurgaon,Haryana
Summary
Talented professional considered knowledgeable leader and dedicated problem solver. Brings 7 years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
Work History
Program Manager
zingbus
Gurgaon
05.2021 - Current
- Built customer experience teams from the scratch
- Achieved top 5 position in listing on OTA in both hubs (North & West) within 2 months of resumption of operations post COVID-19 in July'21
- Introduced NPS gauging mechanism through ratings & feedbacks and achieved it 74 from 43 in 5 months
- Successfully completed two cost saving projects i.e. Manpower management & amenities.
- Ran experience team with same manpower even when daily passenger went 2x. Through automation & Interactive Bots.
- Achieved 4.7 rating on playstore through PJE process which was highest for travel industry
- Introduced and successfully launched incentive plans for crew which solved major problems of ground operations
- Developed and automated a performance measurement instrument covering entire productivity and discipline related parameters for Customer Support Executives
- Defined SLAs, escalation matrix for various queries and thus routed them to the concerned team/resolver in order to structure the working methodology
- Managed multiple strategic projects with numerous sub-projects or workstreams.
Manager
Delhivery
06.2019 - 05.2021
- Created IVR flow for entire customer experience team (Inbound, Cross-border & H&M) with the introduction of new CRM
- Automated the IVR processes for failed attempt of shipments
- Introduced Process Knowledge Assessment for all the employees & later it was part of KRA as well
- Led a team for social media and successfully completed the pilot of running it 18hours/day
- Owned web-based performance dashboards in Customer experience team capable of monitoring Address quality, count & reasons of return, count & reasons of delay, In TAT/Out
- TAT performance within a requested period and for a specified Zone/Pin Code/State/City which saved report preparation time of agents by ~2 hours
- Re-designed the training content for entire department as process switched to complete voiceless model
- Identified and updated various business cases, categorized and automated queries for moving away from unstructured email based process
- Controlled costs and optimized spending via restructuring of budgets for incentives, capital assets, inventory purchasing and technology upgrades.
- Applied customer feedback to develop process improvements and support long-term business needs.
Assistant Manager
Delhivery
04.2017 - 06.2019
- Created standard process flows, lead the documentation for various processes in customer support and earned ISO certificate for the department
- Re-designed the training module for entire customer experience centre and managed entire training and OJT processes.
- Designed the roadmap and implemented unified CRM which helped in escalating customer queries directly to concerned Last Mile team which increased the closure percentage of escalations by ~10%
- Implemented Time & Motion study which helped in reducing the Average (call) Handling Time by 30 sec and increased the service level by ~10%
- Implemented SMS Integration to reduce the repeat call by ~ 22%
- Introduced Interactive Voice Response (IVR) Calling for major clients for re-confirming the NSL
- Increased employee performance and job satisfaction to strengthen retention and engagement.
Quality Analyst
Delhivery
11.2016 - 04.2017
- Use to audit calls & emails to enhance the standard of responses qualitatively
- Started customer satisfaction project to gauge problem statement as customer support used to receive near about 60% of complaint out of total interactions throughout the day
- Initiated process improvement plan for bottom quartile employees
- Worked in a 5-member team which handled the escalations management process across various teams in Delhivery
Associate-Skynet
Delhivery
01.2016 - 11.2016
- Started as Inbound associate & used to manage customer/client queries
- Post being the employee of the month in Mar’16, was moved to an international process i.e
- Skynet
- Worked in the 5-member team which owned the responsibility of international shipments from 70+ countries and define escalation matrix and thus routed the issues to the concerned team
- Worked with customs team for shipment clearance & define the mechanism for KYC calling for Import shipments
Education
Bachelor of Technology - Mechanical Engineering
Maharishi Markandeshwar University
06.2012 - 05.2016
High School Diploma -
Guru Nanak Mission Public School
Paonta Sahib, Himachal Pradesh 05.2011 - 05.2012
Skills
Performance monitoring
Quality assurance
Program leadership
Policy and procedure improvements
Team leadership and direction
Product & Process Management
Accomplishments
- ISO Certification
- Prepare documentation and implemented process in line with business requirement which led to successful ISOcertification
- Net Promotor Score
- Achieved NPS of 74, average service standard for travel is ~45
Additional Information
- AWARDS , Kaizen Award Delhivery 07/2018
Timeline
Program Manager
zingbus
05.2021 - Current
Manager
Delhivery
06.2019 - 05.2021
Assistant Manager
Delhivery
04.2017 - 06.2019
Quality Analyst
Delhivery
11.2016 - 04.2017
Associate-Skynet
Delhivery
01.2016 - 11.2016
Bachelor of Technology - Mechanical Engineering
Maharishi Markandeshwar University
06.2012 - 05.2016
High School Diploma -
Guru Nanak Mission Public School
05.2011 - 05.2012