OPINDER SINGH

• The role would be responsible for supporting State Home connect & Care lead in implementation & execution of all Home Care related activities.
• Drive Home Connect Master Supervisor (Team Leads) to ensure Installation of Broadband within SLA
• Ensure Customer satisfaction & minimize customer complaints in responsible geography and customer complaints per sub by constantly improving process/deliver
• Identification of working and setting up highest standards of service offering as benchmark
• Service readiness for Home Care at JC/ JP 3 Ensure customer satisfaction and on time service delivery: SR calls (complaints)
• Designing Process Audit Framework and Execution Guideline at last mile level
• Execution of Quality Audits through third party QA Partner / Own team as applicable
• Establishment of the CAPABLE TEAM of field staff

Responsible for Service part of DTH, Broadband and surveillance in Tricity.

• Customer Obsession - Is sensitive and dedicated towards needs & expectations of customers, and is consistently willing to go above and beyond for the customer.
• Operational Excellence - Strong in day-to-day operations & follow ups to get the desired work completed.
• Execution Excellence - translates initiatives into actions, creates accountability, ensures skills and readiness, defines and adheres to Processes, Strive for excellence.
• Leading & Energizing Teams - Ability to effectively lead a large & diverse operation of newly formed organization in a highly evolving, multi technology & varying customer needs environment.

• Training given to Front Desk Executives who handle customer dealing at My Idea
• Do Audits and feedback at My Idea Stores
• Support to Sales Team
• Updated Information given to all Departments related to new product launched in idea
• Maintain highest Mystery Audit score across all zones.

• Audit the Post/Prepaid Activations as per TRAI Guidelines
• Manage the Cef Punching team and do the Activation on same day
• Responsible to Stop Invalid Documentation to Activate
• Maintain more than 80% of Internal Audit (ROG Score)
• Handling All On boarding work (Sim Activations, Barring/Unbarring, Sim Swapping etc.)
• Visit to Sales Chanel Partners to resolve their Issues related to Customer Services
• Trained to sales field Team for Documentation Part
• Executive
• Department: - Customer Service
• Reporting to Punjab Compliance Head
• Achievements: -
• Achieved Highest Productivity of Activations on same day (PAN Punjab)
• Highest Activation TAT within 6Hrs.

• Trained the NHT batches to handle the queries, request and complaint calls
• For Technical service
• Prepare DOC for new updates in Aircel
• Do the Dipstick for agents regarding new update
• Handling TQ for Aircel & Airtel batches.