Prabhjot Singh
Assistant Manager at Customer service operations
Pune
Summary
To work in an organization where I can demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
15
15
years of professional experience
4019
4019
years of post-secondary education
4
4
Languages
Work History
Assistant Manager
EXL services India Pvt Ltd.
04.2024 - 07.2025
- Project Working with: Utility - U.K. based webchat process.
- Current Roles and Responsibilities:
- Team Supervision: Assisting in managing the team by supervising daily operations, providing guidance, and resolving issues as they arise.
- Performance Management: (NPS, CSAT, RPH, Closed rate, Shift adherence, Productivity, UPL etc): Monitoring employee performance, providing feedback, and conducting performance glide path. They also help in identifying training needs and facilitating development programs.
- Customer Service: Ensuring high standards of customer service are maintained. They may handle customer complaints or issues that are escalated by team members.
- Reporting: Preparing and presenting reports on the team's performance, or other key metrics to senior management.
- Operations Management: Overseeing day-to-day operations to ensure efficiency and productivity. This can include scheduling and implementing company policies.
- Problem-Solving: Identifying areas of improvement within the team or department and developing strategies to address these challenges.
- Compliance and Safety: Ensuring that all team members adhere to company policies and work with integrity.
- Communication: Acting as a liaison between the management and the team, ensuring that information is accurately conveyed and any concerns are addressed
Unit Manager/Team leader
Mphasis services India Pvt Ltd.
10.2023 - 04.2024
- Project Working with: Pharmacord U.S. based health care voice process.
- Duties Performed as Team Leader:
- Handling a team of 15-20 customer service associates.
- Assigning Cases to the team members after receiving the work allocation from the client.
- Ensuring that allocated work/cases should be completed within the TAT.
- Ensuring that each team member should be completing their cases by achieving maximum 99% of quality.
- Interacting with Client on daily and weekly reviews based on the performance Challenges and on product knowledge updates and queries.
- Providing hand to hand support on all process/product related queries to the team members to minimize and eliminate process gap.
- Maintaining and publishing daily, weekly and monthly performance reports to ensure that each team member is achieving the assigned targets.
- Conducting a weekly/monthly session on Non-compliance, integrity and employee safety policies.
- Keep track on Team attendance and other hygiene metrics (On-time Login, Break Adherence, Login Hours, Aux Time, Etc.)
- Maintain a friendly, however professional relation with employee to ensure that employee shares their personal / work related challenges or issues.
- Use innovative methods to keep associates engaged.
- Create an inspiring team environment with an open communication culture.
- Recognize high performance and reward accomplishments.
Team Leader
Concentrix Daksh Services India Pvt. Ltd. (Erstwhile IBM Daksh)
- 06.2023
- Projects worked with:
- Virgin Media International, UK Based, Voice Process from Year 2010 till 2016.
- E-Commerce international Process, Amazon UK Based, Voice, Chat and Message us from 2016 till 2023.
- Duties Performed as Team Leader:
- Handled a team of 20 customer service associates.
- Handled end to end both Internal and Client Escalations.
- Maintain a roster for associates to ensure that business is not impacted and it runs smoothly and effectively.
- Identify the bottom quartile of the process and set timelines to achieve the given target by coaching them to come up the learning curve.
- Communicate all process and organizational updates to the team to minimize and eliminate process gap.
- Co-ordinate with WFM team for roster and transport schedule for the team.
- Identify possible attritions and taking appropriate action to retain the employee by understanding the reason for attrition.
- Daily advance tracking of associates to ensure less or no shrinkage or absenteeism on work.
- Keep track on Team attendance and other hygiene metrics (On-time Login, Break Adherence, Login Hours, Aux Time, Etc.)
- Maintain a friendly, however professional relation with employee to ensure that employee shares their personal / work related challenges or issues.
- Take monthly review sessions about overall work experience and learn if there are any issues that can be fixed.
- Active participation in weekly client calls and reviews.
- Collate and prepare the data for the weekly review.
- Use innovative methods to keep associates engaged.
- Create an inspiring team environment with an open communication culture.
- Recognize high performance and reward accomplishments.
Sr. Subject Matter Expert
10.2016 - 02.2021
- Worked as a Sr. Subject Matter Expert for E-Commerce, Amazon international voice, Chat and messages Process from October 2016 till February 2021.
- Duties Performed:
- Handled a team of approximate 20 associates.
- Track and manage individual performance to ensure delivery and business is not impacted.
- Communicate all process and organizational updates to the team to minimize and eliminate process gap.
- Provide on floor support for any query resolution and monitor work discipline.
- Handled supervisor escalation contacts / issues and also addressing to customer needs as per business requirements.
- Conduct weekly audits and provide feedback for the same.
- Pro-Coaching done on live contacts to enhance skills for effective communication with customers.
- Root Cause Analysis done to eliminate, improve and rectify process errors.
- Attend Client and Quality calibration call to eliminate process errors.
- Publish Process Performance Reports to track and drive it efficiently for LOB.
Sr. Associate – Technical Support
07.2010 - 10.2016
- Duties Performed:
- Interim Process Trainer (Handled multiple batches with 95% Throughput and Certification).
- Technical Support (Voice).
- Configuration and setup of email account on applications (MS Outlook, Windows live mail, Macmail, etc).
- Resolve internet, wireless router connectivity & configuration issues via remote access tool.
- Train New Hire Batches on Process knowledge in order to deliver best customer service.
- Conduct refresher, bottom quartile management and adhoc trainings on different products and client updates.
Education
Post-Degree Certificate - Software Quality Assurance And Testing
P.I.C.T
Pune, India 04.2001 - 01.2009
B. Com - Accounting
Pune University
Pune04-2008
Schooling - Accounting And Business Administrati
K.V. C.M.E School And MIT Junior College
Pune11-2004
Skills
Customer service expertise
Performance tracking
Innovation and creativity
Staff training and development
Problem-solving
Time management
Microsoft outlook, word, and Excel
Excellent time management skills
Handling escalations
Complaint resolution
Customer relations
Decision-making
Team building and leadership
One call resolution
Product knowledge
Verbal and written communication
Deadline oriented
Training and mentoring
Team building
Adherence to high customer service standards
Call monitoring
Customer focused
Quality assurance
Employee scheduling
Customer retention
Report preparation
Continuous improvement
Training and coaching
Positive and constructive feedback
Interests
Playing Cricket, listening to music and watching movies/web series based on true events
Awards
Awarded as the Best SME for process., Honoured with “Certificate of Excellence” for consistent stack toper., Awarded for going extra miles (GEM) Award for Sabash Q1 and Q2 – 2022.
Disclaimer
I sincerely affirm that the information furnished above is true and correct to the best of my knowledge. (Prabhjot Singh)
Operating Systems Known
Windows 95 / 98 / ME / 2000 Professional / XP / Vista / 7 / 8 / 10
Timeline
Assistant Manager
EXL services India Pvt Ltd.
04.2024 - 07.2025
Unit Manager/Team leader
Mphasis services India Pvt Ltd.
10.2023 - 04.2024
Sr. Subject Matter Expert
10.2016 - 02.2021
Sr. Associate – Technical Support
07.2010 - 10.2016
Post-Degree Certificate - Software Quality Assurance And Testing
P.I.C.T
04.2001 - 01.2009
Team Leader
Concentrix Daksh Services India Pvt. Ltd. (Erstwhile IBM Daksh)
- 06.2023
B. Com - Accounting
Pune University
Schooling - Accounting And Business Administrati
K.V. C.M.E School And MIT Junior College