Paramveer Singh
Gurgaon
Summary
Customer support and retention expert with 10+ years of experience. Strong leadership, effective communication skills, decision making abilities, and problem-solving capabilities. Skilled in team performance enhancement, business communication, and strategic operations management. Committed to driving organizational success through continuous improvement and collaboration. Consistently delivered results by driving operational efficiency, enhancing team productivity, and implementing innovative management strategies.
Overview
9
9
years of professional experience
Work History
CUSTOMER EXPERIENCE SENIOR MANAGER (HOD)
EXPEDIENT HEALTHACARE MARKETING PVT. LTD (HEALTHISNS)
Gurugram
01.2022 - Current
- Ensured adherence to regulatory standards and company policies, achieving high levels of compliance and quality across all customer service operations
- Design and deliver training programs to enhance team skills and ensure they stay updated on best practices and company policies
- Designed and implemented customer satisfaction surveys to gather actionable insights, driving continuous improvement and addressing key areas for enhancement
- Conducted DSAT audits and implemented strategies to improve customer satisfaction, effectively resolving issues to enhance overall customer experience
- Handle escalated customer complaints and complex issues, providing timely and effective solutions to maintain customer trust
- Led monthly review meetings with all relevant departments to discuss performance metrics, address challenges, and align on strategies for service improvement
- Monitored customer service metrics including CSAT and NPS, executing follow-up actions for negative ratings to drive improvements in customer satisfaction
- Prepared and presented customer service-related data for NABL audits, ensuring accurate and comprehensive reporting
- Created and enforced comprehensive customer service policies and procedures, leading to enhanced operational efficiency and service quality
- Monitored and analyzed key performance indicators (KPIs) to identify opportunities for improving the customer experience and operational effectiveness
- Partnered with the Technology Team during sprint planning sessions to address customer experience issues and implement relevant app enhancements
- Worked with vendors such as Dindayal Aushadhi and Matasyveda to oversee the production and delivery of supplement products, ensuring quality and timely fulfillment
- Collaborated with Dindayal Aushadhi to introduce new Ayurvedic products, contributing to an increased product range and market presence
- Managed the hardcopy dispatch team and Ayurvedic supplement inventory, ensuring strict adherence to inventory management protocols
- Oversaw the customer service team to ensure compliance with Service Level Agreements (SLA) and company standards, maintaining high service levels
- Directed the team responsible for liaising with laboratories to ensure timely receipt and resolution of issues related to customer reports
- Led the wellness team in supplement sales, utilizing performance reports to effectively recommend and promote Ayurveda products to customers
CUSTOMER EXPERIENCE MANAGER
EXPEDIENT HEALTHACARE MARKETING PVT. LTD (HEALTHISNS)
Gurugram
08.2020 - 01.2022
- Managed and oversaw the daily operations of customer service to ensure compliance with company policies and consistent delivery of exceptional service.
- Implement training programs to equip team members with the necessary skills and knowledge, fostering a culture of continuous learning and improvement
- Analyzed customer feedback obtained through surveys and various channels to identify trends, driving continuous improvements that resulted in enhanced overall customer satisfaction.
- Effectively managed escalated customer issues and intricate queries, delivering timely resolutions to foster loyalty and trust
- Track and report on key performance indicators (KPIs) such as CSAT and NPS, implementing action plans to address areas needing improvement
- Assist in the development and enforcement of customer service policies and procedures, ensuring compliance and operational efficiency
- Monitor service interactions for quality assurance, ensuring adherence to regulatory standards and internal guidelines
- Work closely with the Technology Team to implement tools and systems that enhance the customer service experience and improve operational workflows
- Develop and execute initiatives aimed at improving customer engagement and fostering long-term relationships
- Prepare reports on customer service performance and operational outcomes, presenting findings to senior management to inform strategic decisions
- Lead and mentor the customer service team, providing guidance and support to ensure high performance and adherence to service level agreements (SLAs)
- Foster a proactive problem-solving environment, empowering team members to resolve customer inquiries effectively
SENIOR CUSTOMER SERVICE EXECUTIVE
EXPEDIENT HEALTHACARE MARKETING PVT. LTD (HEALTHIANS)
Gurgaon
07.2017 - 02.2020
- Successfully improved overall team productivity by 15% through the implementation of effective training and mentoring strategies.
- Collaborated with teams across functions and streamlined processes to enhance customer experience
- Managed inquiries and complaints with swift resolution while ensuring exceptional customer service resulting in a 95% satisfaction rating.
- Handled large volume of customers' inquiries in an efficient and professional manner
- Effectively utilized CRM software for tracking and managing customer interactions, ensuring timely resolution of all issues
- Implemented efficient strategies to address customer problems, leading to a 20% decline in repeat complaints.
- Maintained and documented customer interactions, transactions, and feedback to identify trends and areas for improvement.
- Delivered exceptional results by consistently surpassing performance metrics for average handle time, first call resolution, and customer satisfaction scores.
- Provided prompt and courteous service to customers via phone, email, and chat.
TELLE COLLECTION OPERATOR
HOME CREDIT INDIA FINANCE PVT. LTD.
Gurugram
12.2016 - 12.2019
- Contact customers via phone, email, and SMS to remind them of overdue payments.
- Negotiate and arrange repayment schedules according to company policies.
- Successfully resolved issues with challenging customers.
- Participated in continuous training sessions for up-to-date knowledge on collection practices and regulations.
- Succeeded in a rapid-paced, objective-centered workplace.
- Facilitated problem resolution by ensuring follow-up actions on customers' requests.
- Offered prompt solutions to resolve customer issues effectively.
- Ensured smooth daily operations by organizing and managing pickup files effectively.
TEAM LEADER CUSTOMER SERVICE AND REPORTING
EXPEDIENT HEALTHACARE MARKETING PVT. LTD (HEALTHISNS)
Gurugram
01.2016 - 04.2017
- Managed and directed the daily operations of a team specialized in customer service
- Provided ongoing coaching for skill enhancement of new team members.
- Maintained and documented quality assurance checks on team's performance
- Implemented strategies to enhance CSAT performance
- Formulated and implemented initiatives to improve customer happiness metrics
- Delivered efficient and satisfactory resolutions for escalated customer concerns
- Facilitated clear communication within the team and with other departments.
- Promoted a supportive work culture and inspired team members
- Conducted assessments of customer satisfaction and compiled reports to inform management
- Identify opportunities to improve service processes and customer experience
- Maintained team schedules to ensure sufficient staffing during peak hours.
- Maintained high standards of adherence to company policies, procedures, and customer service
CUSTOMER SERVICE EXECUTIVE
EXPEDIENT HEALTHACARE MARKETING PVT. LTD (HEALTHIANS)
Gurugram
04.2016 - 01.2017
- Managed inquiries and complaints with swift resolution while ensuring exceptional customer service resulting in a 95% satisfaction rating.
- Handled a large volume of customers' inquiries in an efficient and professional manner.
- Effectively utilized CRM software for tracking and managing customer interactions, ensuring timely resolution of all issues
- Innovated and implemented resolution strategies for customer issues, resulting in a 20% decline in recurring complaints.
- Delivered exceptional results by consistently surpassing performance metrics for average handle time, first call resolution, and customer satisfaction scores.
- Provided prompt and courteous service to customers via phone, email, and chat.
Education
Bachelor of Commmerce -
School of Open Learning, University of Delhi
New Delhi01.2019
Diploma - Computer engineering
GURU TEGH BAHADUR POLYTECHNIC INSTITUTE
VASANT VIHAR, DELHI01-2016
HIGER EDUCATION -
NIOS ( National Institute of Open Schooling )
New Delhi04-2014
10th -
CBSE board
01.2009
Skills
- Leadership
- Analytical Skills
- Communication
- Problem-Solving
- Vendor Negotiation and Management
- Strategic Planning
- Resource Allocation
- Reporting management
- Data-driven decision-making
- Cross-Functional Collaboration
Keymetricsandaccountability
Continuously monitored and improved CSAT scores., Optimized AHT for effective resolution., Managed resource utilization and strategic planning.
Skillsandachievements
Successfully led a large team of over 600 agents., Utilized data analysis to identify trends., Demonstrated exceptional communication skills., Identified and addressed issues proactively., Excelled in negotiating favorable terms.
Languages
English
First Language
English
Advanced (C1)
C1
Hindi
Upper Intermediate (B2)
B2
Punjabi
Advanced (C1)
C1
Timeline
CUSTOMER EXPERIENCE SENIOR MANAGER (HOD)
EXPEDIENT HEALTHACARE MARKETING PVT. LTD (HEALTHISNS)
01.2022 - Current
CUSTOMER EXPERIENCE MANAGER
EXPEDIENT HEALTHACARE MARKETING PVT. LTD (HEALTHISNS)
08.2020 - 01.2022
SENIOR CUSTOMER SERVICE EXECUTIVE
EXPEDIENT HEALTHACARE MARKETING PVT. LTD (HEALTHIANS)
07.2017 - 02.2020
TELLE COLLECTION OPERATOR
HOME CREDIT INDIA FINANCE PVT. LTD.
12.2016 - 12.2019
CUSTOMER SERVICE EXECUTIVE
EXPEDIENT HEALTHACARE MARKETING PVT. LTD (HEALTHIANS)
04.2016 - 01.2017
TEAM LEADER CUSTOMER SERVICE AND REPORTING
EXPEDIENT HEALTHACARE MARKETING PVT. LTD (HEALTHISNS)
01.2016 - 04.2017
Bachelor of Commmerce -
School of Open Learning, University of Delhi
Diploma - Computer engineering
GURU TEGH BAHADUR POLYTECHNIC INSTITUTE
HIGER EDUCATION -
NIOS ( National Institute of Open Schooling )
10th -
CBSE board
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