SARABJIT SINGH
Ambala
Summary
Dynamic Team Manager with a proven track record at Amazon India, excelling in service delivery and customer experience. Expert in KPI management and process improvement, driving team performance to achieve high CSAT scores. Adept at coaching and talent development, fostering a culture of excellence and efficiency within diverse teams.
Overview
22
22
years of professional experience
Work History
Team Manager Operations (CS)
Amazon India
03.2024 - Current
- Lead and supervise 25-30 Customer Service Associates while ensuring adherence to Amazon service standards and policies
- Drove team performance across key metrics including CSAT, AHT, quality, shrinkage, and productivity to align with operational goals
- Monitored daily operations through internal analytics and performance dashboards to ensure compliance with service standards
- Conducted coaching, mentoring, and feedback sessions to improve individual and team performance
- Implement process improvements to streamline workflows and improve service delivery
- Analyze performance data to generate actionable insights for efficiency and CX improvement
Team Lead
Elquench Pvt. Ltd. (Softintels & Matrixsoft)
02.2019 - 02.2024
- Managed and supervised a 15-member team handling overseas technical support and sales operations
- Delivered weekly performance reviews and sales feedback, enhancing team conversion rates and productivity
- Analyzed dashboards and team reports; implemented corrective action plans to address performance gaps
- Planned daily workloads and ensured optimal resource allocation
- Handled complex escalations and ensured timely resolution with improved customer experience
- Designed and delivered training modules and SOPs, supporting team development and operational efficiency
- Participated in recruitment, onboarding, and training of new hires
Subject Matter Expert (SME)
INIT Call Technologies
07.2016 - 07.2019
- Delivered advanced technical and sales support, enhancing satisfaction for international customers
- Supervised a 10-member team, ensuring SLA and quality compliance
- Coordinated daily work allocation and resolved escalations to maintain service quality
- Facilitated training sessions and mentored team members to improve skill development
L2 Support / Sales Mentor
TechCube IT Solutions
03.2015 - 01.2016
- Led a team of 15 sales and technical representatives
- Delivered structured training programs for technical and sales skills to elevate team capabilities
- Conducted weekly performance analysis and feedback sessions to identify growth opportunities
- Reviewed process dashboards and implemented targeted improvement plans to enhance team efficiency
- Supported recruitment and onboarding initiatives
Senior Technical Support Expert
Dell International Limited
08.2008 - 10.2014
- Achieved SLA, quality, and customer satisfaction targets through effective problem-solving and customer engagement
- Provided advanced technical support to international customers, resolving complex issues efficiently
- Served as knowledge resource for junior team members, facilitating skill development and knowledge sharing
Customer Support Executive
Excel callnet
07.2004 - 09.2007
- Managed customer inquiries through phone and email channels daily.
- Achieved high-quality resolutions to maintain customer satisfaction
- Resolved customer complaints by providing effective solutions promptly.
- Oversaw inbound B2B customer support operations to enhance service delivery
- Assisted team members with training on new products and procedures.
Education
MBA - HRM & Marketing
Indian Institute of Modern Management
Pune01-2005
B.Com -
Kurukshetra University
Haryana01-2003
Computer Course -
NIIT
AmbalaSkills
- Service Delivery
- Customer Experience
- KPI Management
- CSAT
- AHT
- Quality
- Productivity
- Process Improvement
- Workflow Optimization
- Performance Reporting
- Data Analysis
- Escalation Management
- Team Leadership
- People Management
- Coaching
- Talent Development
- Training
- Onboarding
- Excellent Communication Skills
- Feedback
Accomplishments
- Represented University in Football at Inter-University level
- Represented University in Water Polo at Inter-University level
- Represented School teams at National level
- Arjuna Club Player (Football) – Ambala
Languages
- English
- Hindi
- Punjabi
Timeline
Team Manager Operations (CS)
Amazon India
03.2024 - Current
Team Lead
Elquench Pvt. Ltd. (Softintels & Matrixsoft)
02.2019 - 02.2024
Subject Matter Expert (SME)
INIT Call Technologies
07.2016 - 07.2019
L2 Support / Sales Mentor
TechCube IT Solutions
03.2015 - 01.2016
Senior Technical Support Expert
Dell International Limited
08.2008 - 10.2014
Customer Support Executive
Excel callnet
07.2004 - 09.2007
MBA - HRM & Marketing
Indian Institute of Modern Management
B.Com -
Kurukshetra University
Computer Course -
NIIT