Shrijesh Dinesh Singh

• Leading a 15–20 member team in DHL operations, ensuring productivity, accuracy, and on-time task delivery across regions.
• Managing daily cutoffs, shift planning, attendance, and shrinkage to meet SLA and quality targets.
• Sharing hourly productivity reports and maintaining EOD trackers for performance visibility.
• Conducting daily briefings, error discussions, and Scrum meetings to drive quality and alignment.
• Hosting thrice-weekly PD calls and overseeing training and onboarding for new team members.

Key Achievements:

• Consistently achieved 98%+ quality scores, with only two exceptions.
• Reduced errors by 20% through daily reviews and coaching.
• Improved productivity by 15% using real-time performance tracking.
• Maintained 100% SLA adherence via efficient shift and cutoff management.
• Successfully onboarded 10+ new team members with minimal ramp-up time.
• Boosted attendance compliance by 25%, enhancing team reliability.
• Strengthened cross-functional collaboration through daily Scrum participation.

• Managing the India-wide Device De-Installation process.
• Controlling the Device Re-Activation procedure for all of Pan-India.
• Managing Smart Pos Device Dispatch for Service and Installation Calls Throughout Pan-India
• Collected, arranged, and input information into database system.
• The daily EOD MIS report is shared with the department's HOD and SPOC.
• Lower the pending Services TBK ageing for Pan India Retails, Corporate & Banking Merchants to below 7 days.
• Daily Review with ASMs & ZSMs on High Ageing calls.
• Making daily plans and controlling planning deviations.
• Generated reports detailing findings and recommendations.

• Managed Inbound & Outbound in-house, Contact Canter.
• Handled team staffing strength of 40 Advisors with 2 Team Leaders.
• Responsible for SLA, AHT, ABD Ratio Repeat call Ratio, FTR, Merchant Resolution within TAT, and Upselling/cross-selling revenue.
• Developing, Designing, and Monitoring the KRAs for Support Team. (Advisors & TLs).
• Maintaining high customer satisfaction matrices and working towards speedier after-sales complaint resolution.
• Identifying training needs and designing training material and conducting up-training and development sessions on a need basis to enhance skills regularly.
• Taking continuous improvement initiatives ensuring the operation meets the KPIs as set out in the SLA.
• Responsible for Motivating staff members for ensuring the achievement of individual and team targets.
• Reviews with management on Hit and Miss.