Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Shipra Singh

Gurgaon

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Multi-tasking Manager well-known for creating positive workplace culture and high-performing teams

Overview

8
8
years of professional experience

Work History

Assistant Manager (WNS)

WNS
11.2023 - Current
  • Support and mentor new employees
  • Conducted employee performance evaluations, providing constructive feedback for growth and development.
  • Collaborated with the management team to develop strategic plans for business growth and improvement.
  • Scheduled staff shifts to ensure proper coverage
  • Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Mentored team members to enhance professional development
  • Supporting the team with domain related knowledge
  • Taking care of SLA, FCR, AHT, CSAT, Transfers
  • Conducted weekly/ monthly PKT & MKT
  • Prepared day end reports


Assistant Manager (Amazon)

Concentrix Daksh Service India Pvt. Ltd
03.2023 - 11.2023
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Streamlined operations for increased efficiency, implementing new processes and procedures.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Conducted employee performance evaluations, providing constructive feedback for growth and development.
  • Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
  • Facilitated clear communication between employees and upper management through regular meetings and updates.
  • Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect
  • Good with time management and multi tasking
  • Decision making & problem solving skills
  • Managing SLA, attrition's, and process metrics like FCR, AHT, CSAT, Transfers


LEAD TRAINER (FACEBOOK)

Concentrix Daksh Service India Pvt. Ltd
04.2021 - 03.2023
  • Handling the new hire training plan
  • Training the existing employees as well as conducting refresher
  • Designing modules for training purpose
  • Conducting monthly & weekly assessment
  • Conducting VNA sessions along with TNA/TNI
  • Taking care after onboarding process and training transfers
  • Actively involved in client calls & QBR/ WBR

LEAD TRAINER (BYTEDANCE)

Majorel India Pvt Ltd
05.2020 - 04.2021
  • Conducting training for new hires and handling the
    onboarding
  • Experience in scheduling batches for voice & accent and
    process
  • Voice and accent training included pronunciations, listening
    skills, procedures training grammatical errors, comprehension etc.
  • Support and mentor new employees
  • Looking after refreshers & calibrations for the agents as well as the management
  • Working on quality audits and sharing feedbacks/coaching
    sessions
  • Actively involved in client calls for highlighting any challenges or process improvement plans
  • Conducting cross training and looking after internal movements
  • Designing training modules and process related presentations
  • Conducting weekly & monthly assessments for agents

TRAINER (RPO)

Artech Infosystem Pvt Ltd
01.2020 - 05.2020
  • Training associates on hiring procedures, visa, work types, work cultures etc. in The United States
  • Coaching & Feedback sessions
  • Conducting refreshers and calibration sessions
  • Conducting monthly assessments for the associates
  • Conceptualize training materials based on data and research
  • Create training strategies, initiatives, and materials
  • Conduct employee surveys and interviews

QUALITY ANALYST (YOUTUBE)

Concentrix Daksh Service India Pvt. Ltd
11.2015 - 06.2019
  • Joined as a content reviewer for YouTube (Gurgaon) in Nov 2015 & promoted to the TNTQ team. i.e. Training & Quality in 2016.
  • In 2018 was transferred to Hyderabad to for transitioning
  • Assisted team in process and voice & accent training
  • Customized training according to process.
  • Conduct evaluations to identify areas of improvement
  • Handled the training for new hires along with the onboarding process
  • Giving agent related/ process related feedbacks to management and agents
  • Handled a team of 8 quality analyst and 3 trainers along with a group of 30 agents
  • Taking care of monthly/weekly knowledge checks along with refreshers and coaching
  • Involvement in Regular client calls for business improvement
  • Worked on RCA s, 5 Why analysis and Pareto to give presentations for QBR/WBR
  • Handled client escalations
  • Closely worked with operations to manage SLA, attrition, shrinkage and process related metrics

Education

Bachelor of Business Administration -

Indian Institute of Planning & Management
01.2014

Senior Secondary -

National Institute of Open Schooling
01.2011

High School -

St. Agnes Loreto Day School
01.2009

Skills

  • Data Handling & Reporting
  • Good Communication
  • Employee Performance Evaluations
  • Task Delegation
  • Staff Supervision
  • Staff Development
  • Team Motivation
  • Decision-Making
  • Team Management
  • Adaptability & Flexibility

Accomplishments

  • Awarded as Fanatical Contributor for the year 2018
  • Won the best performer award for productivity and quality for 7 consecutive months
  • Awarded as the best Trainer for three consecutive quarters
  • Recognized by the client as Best Quality Analyst

Timeline

Assistant Manager (WNS)

WNS
11.2023 - Current

Assistant Manager (Amazon)

Concentrix Daksh Service India Pvt. Ltd
03.2023 - 11.2023

LEAD TRAINER (FACEBOOK)

Concentrix Daksh Service India Pvt. Ltd
04.2021 - 03.2023

LEAD TRAINER (BYTEDANCE)

Majorel India Pvt Ltd
05.2020 - 04.2021

TRAINER (RPO)

Artech Infosystem Pvt Ltd
01.2020 - 05.2020

QUALITY ANALYST (YOUTUBE)

Concentrix Daksh Service India Pvt. Ltd
11.2015 - 06.2019

Bachelor of Business Administration -

Indian Institute of Planning & Management

Senior Secondary -

National Institute of Open Schooling

High School -

St. Agnes Loreto Day School

Similar Profiles

CREATE PROFILE
Shipra Singh