Upender Singh
Service Delivery Expert
Pimpri
Summary
Developed skills in fast-paced service environment, focusing on client satisfaction and operational efficiency. Demonstrated ability to manage multiple tasks, resolve issues, and improve processes. Seeking to transition these skills into new field to drive impactful results and contribute effectively.
Customer Service Team Lead with 6 years of experience in a multicultural BPO environment. Specialized in the creation & monitoring of KPIs, compliance with SLAs and being the main POC for all key internal and external stakeholders.
Overview
19
19
years of professional experience
6
6
years of post-secondary education
4
4
Languages
Work History
Service Delivery Specialist
VOIS
05.2024 - Current
- End to end service delivery for VPC & One Net
- Handling customers via call and chat
- Regular communication to keep customers updated
- Trained Ahmedabad team as per BCP program
- Monthly Learning Data reporting through Power BI
- Internal VPC Delivery insight through Power BI
Assistant Manager
Vodafone Intelligent Solutions
04.2022 - 04.2024
- Handling team of 18 members
- Ensuring the assigned targets are completed within the stipulated Timeline
- Monitoring performance for advisors on a weekly/monthly basis and providing regular feedback
- Certified coach - Using coaching techniques and implementing for Continous improvement
- Identifying training possibilities for new hires and ongoing employees
- Regular quality checks and feedback
- Data analysis to improve performance and process re-engineering
- Managing NPS / FCR / AHT for the team
Team Leader Customer Relations
VOIS
04.2013 - 03.2022
- Handling complaints raised to CEO/Directors for timely resolution with customer satisfaction
- Following Ofcom guidelines to resolve complaints to avoid deadlock
- End-to-end investigation and resolution to improve FTR
- Identifying the failures as per Process / People to share via the FBL tool
Senior CSA
WNS Global Services Ltd
01.2010 - 03.2011
- Validation and Processing of invoices as per Purchase order to disbursal of payments
- Reconciliation of Bills as per Purchase order
- Handling weekly calls to discuss challenges and solutions related to Purchase order
Senior Process Executive
Infosys BOP Ltd
10.2006 - 12.2009
- Worked on the below Projects
- Incident Progression - Worked with British Telecom pilot project
- Raising incidents to the relevant service desk and tracking end-to-end journey for successful completion of incidents
- Customer Solution and Integration - British Telecom provides services to NHS (National Health Services) and was responsible to raise a required ticket after validation of forms and data to the backend team to link the hospitals
- Cell stream and Frame stream OMI - Successful transition of Process from Cardiff, Wales
- Responsible for order management of high-speed internet connection for the enterprise
- Service Control - User/Change Management - Handling Change Management, Service Change Management and User Change Management
- Komodo - Managing billing for British Telecom Asia-Pacific region
- Verifying and uploading the bills for payments
Education
Bachelor of Commerce -
Pune University
04.2003 - 03.2006
HSC - undefined
CBSE Board
04.2001 - 03.2003
SSC - undefined
CBSE Board
04.2000 - 03.2001
Skills
- Problem Solving and Decision Making
- Customer service skills
- Customer satisfaction
- Incident management
- Business process mapping
- ITIL framework
- Teamwork
Accomplishments
- Successful completion of BT challenge cup Blue Ribbon Award
- Successful completion of Revenue Inventor project
- Successful completion of Credit Leakage Project for web chat
- Successful completion of CMS for the Customer Relations project
- Multiple monthly & Quarterly awards with Vodafone
- Successful process transition from the UK for British Telecom
Personal Information
- Place of Birth: Uttar Pradesh
- Passport Number: R8612535
- Date of Birth: 12/03/84
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Timeline
Service Delivery Specialist
VOIS
05.2024 - Current
Assistant Manager
Vodafone Intelligent Solutions
04.2022 - 04.2024
Team Leader Customer Relations
VOIS
04.2013 - 03.2022
Senior CSA
WNS Global Services Ltd
01.2010 - 03.2011
Senior Process Executive
Infosys BOP Ltd
10.2006 - 12.2009
Bachelor of Commerce -
Pune University
04.2003 - 03.2006
HSC - undefined
CBSE Board
04.2001 - 03.2003
SSC - undefined
CBSE Board
04.2000 - 03.2001
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