Prabhjot Singh
Vizag
Summary
Operations Manager with over 17 years of experience in Sales, E-commerce, and Insurance services, specializing in process optimization and revenue growth. Led cross-functional teams of 200 personnel, consistently surpassing performance targets and enhancing client satisfaction. Recognized for strategic leadership and strong collaboration with clients, driving operational excellence. Expertise in cost reduction, productivity enhancement, and identifying growth opportunities through industry trend analysis.
Overview
18
18
years of professional experience
Work History
Operations Manager
Concentrix Daksh Services PVT LTD
Vizag
11.2023 - Current
- Lead a team of 160+ FTE, drive sales performance and manage revenue for Insurance Business Operations.
- Oversee performance metrics (KPIs), develop new business opportunities, and ensure high customer satisfaction scores.
- Managed both Inbound and Outbound Channels.
- Providing Omni Channel solutions for customers to increase the sales revenue.
Operations Manager
Concentrix Daksh Services PVT LTD
Vizag
11.2022 - 11.2023
- Managed a team of 150 FTE for international Telesales, focusing on revenue targets and sales conversions.
- Enhanced team productivity through coaching and performance monitoring.
- Oversee performance metrics (KPIs), develop new business opportunities, and ensure high customer satisfaction scores.
- Conduct regular business reviews with clients and resolve escalations with effective root cause analysis.
Assistant Manager
Tech Mahindra PVT LTD
Chandigarh
12.2018 - 08.2022
- Supervised process improvement initiatives to elevate service delivery and customer satisfaction.
- I handled a project to improve C-sat for nesting folks of 250+ FTE and successfully improved C-Sat before handing over them to production.
- Managed both Inbound and Outbound verticals.
- Managed CMB Queue (Call me Back) during covid in WFH to ensure business continuity and resolve customer’s concern.
Assistant Manager
Concentrix Daksh Services PVT LTD
Kolkata
09.2016 - 07.2018
- Led high performance sales teams for international travel processes consistently exceeding performance benchmarks and helping clients to overachieve the Gross Profit Margin.
- Managed both Inbound and Outbound verticals.
- Managed Hotlead queue successfully and increased the business for client and internal stakeholders.
SME/Assistant Manager
Concentrix Daksh Services PVT LTD
Chandigarh
08.2011 - 09.2016
- Specialized in customer service process optimizations for international travel industry clients.
- I have successfully managed Project (Procare) to ensure zero down customer escalation and financial loss, and we have got new regular FTE business post completion of project to save the escalations and financial losses.
- Providing end-to-end real-time customer service support to FLAs to ensure proper resolution within the threshold time to avoid Business and Service Level impact.
- Coaching nesting folks to ensure zero down errors while providing resolution to customer.
Sr. CC Executive
Concentrix Daksh Services PVT LTD
Chandigarh
04.2008 - 07.2011
- Managing Customer’s concern for a north region of Leading Telecom and providing solutions to their concern.
- Upselling the product to increase the revenue for businesses.
Education
Bachelor of Arts -
01.2007
Higher Secondary (10+2) -
01.2004
Secondary (10th) -
01.2002
Skills
- Operations and customer service management
- Revenue management
- Insurance, Telecom, Travel, and E-commerce
- Process improvement
- Leadership and management
- Performance analysis and reporting
- Strategic planning and execution
- Client relationship management
- KPI analysis and reporting
- MS Office proficiency
- Omnichannel solutions
- Project management
- Sales strategy development
- Client engagement strategies
- Coaching and mentoring skills
- Root cause analysis techniques
- Cross-functional collaboration abilities
- Conflict resolution skills
- P&L management
Accomplishments
- Guru Award (2019-2021) for successfully leading onboarding projects and surpassing C-Sat targets.
- Best Manager Award (2018), MWS “Manager who shines” (2017), and multiple monthly & quarterly R&R awards.
- Consistent top performance ratings (PBC-1) and recognition for revenue overachievement.
Hobbies and Interests
- Networking and relationship building
- Cricket
- Movies
Languages
- Punjabi
- English
- Hindi
Personal Information
- Father's Name: S. Surjan Singh
- Date of Birth: 09/01/86
- Nationality: Indian
- Marital Status: Married
Timeline
Operations Manager - Concentrix Daksh Services PVT LTD
11.2023 - Current
Operations Manager - Concentrix Daksh Services PVT LTD
11.2022 - 11.2023
Assistant Manager - Tech Mahindra PVT LTD
12.2018 - 08.2022
Assistant Manager - Concentrix Daksh Services PVT LTD
09.2016 - 07.2018
SME/Assistant Manager - Concentrix Daksh Services PVT LTD
08.2011 - 09.2016
Sr. CC Executive - Concentrix Daksh Services PVT LTD
04.2008 - 07.2011
Panjab University - Bachelor of Arts,
Punjab School Education Board - Higher Secondary (10+2),
Punjab School Education Board - Secondary (10th),