Satyendra Pratap Singh

· Conducted strategic sourcing of candidates through job portals, social media, and professional networks, ensuring a steady pipeline of high-quality talent.

· Oversaw the end-to-end recruitment lifecycle, including job postings, candidate screening, interviews, and offer negotiations, ensuring an exceptional candidate experience.

Partnered with hiring managers to create tailored recruitment strategies, aligning hiring efforts with business objectives and timelines.

· Represented the organization at career fairs, campus recruitment drives, and networking events, effectively enhancing employer branding and attracting top talent.

· Maintained recruitment databases and applicant tracking systems, optimizing workflows and enabling accurate reporting on hiring metrics.

Provided valuable market insights and competitor analysis, enabling data-driven talent acquisition decisions

Analyzed and recorded customer feedback for a product, leading to 5 new quality improvements which increased customer satisfaction by 15%.

Acted as primary point of contact for over 8000 customer complaints, maintaining a high customer satisfaction score of 90% through proactive communication and timely resolution.

Achieved all KPI scores, including a first call resolution rate (FCR) of 85%, a ticket closure rate (TCR) of 95%, and an average handle time (AHT) of less than 6 minutes, benefiting the overall process.

Conducted comprehensive analysis of customer feedback data, identifying key pain points and areas for improvement. Implemented changes to address these issues, resulting in a 20% increase in overall customer satisfaction score.

Managed all incoming calls, maintaining a 95% first call resolution rate. Streamlined communication processes with other departments to ensure issue resolution and timely follow up. Served as subject matter expert on customer support KPIs, regularly reporting on performance metrics to upper management, resulting in an average score of 15% across the process