Travelling
Vaibhav Singh
Senior Consultant
Gurgaon
Summary
Strong leader with Result-oriented approach and a problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success offering over 8 years of experience in Customer Experience, Operations & Service Delivery Management and Technology Service Support Targeting assignments with an organization of repute in IT/ITES Industry
CORE COMPETENCY
Customer success, Client Services, Product Consultation & Demonstration, Feedback & Grievance Management, Account Management, Retention & Renewal, Training & Engagement, Collaboration, SaaS, ITIL Methodologies
Overview
8
8
years of professional experience
6
6
years of post-secondary education
2
2
Languages
Work History
Senior Consultant
CVENT
Gurgaon
08.2022 - 03.2023
- Enforcing SLA management for new and previous escalated tickets which caters the global clients with cisco products
- Training & orienting for the new clients with product base; delivering coaching and feedback sessions for process improvement & repeated success
- Managing a team of new hires for the department; providing weekly status updates to upper management via meetings and written reports
- Resolving issues regarding Platform & event management requirements also working with Development team for execution of client needs effectively
- Providing expert consultation & acted as Customer advocate regarding the services related queries/questions about the Product base (Flex events, Express events, Attendee Hub), installation, Configuration of Product upgrades & software patches to customers, CSA’s, and Deployment Engineers
- Guiding customers & internal employees with service requisite policies in reference to the support contracts
- Assisting Account & Operations Managers for their client base following documentation in CRM software
- Cultivating the best practices and findings within team for the execution of Sops & product documentation as per business analysis to meet business needs and customer success
- Created an environment of productivity and personal accountability that was instrumental in reducing attrition
- Leading & developing an operational management team to enhance performance by setting clear accountable performance measures
- Monitored Csat & NPS scores and implemented changes for enhancement in account health
- Identified business issues through careful collaboration with key stakeholders.
Associate Consultant
CAPGEMINI Engineering (Cisco-Tac)
Gurgaon
10.2019 - 03.2022
- Experienced in delivering repeated success in structuring high-performing staff, streamlining processes for customer delight with retention and renewal, implementing supporting technology to reduce expenditures, boost productivity and increase sustainability with profits
- Worked as a Team Leader by providing guidance & advice to the team as well as to the new joiners
- Skilled in managing operations, focusing on maximizing customer satisfaction, Product adoption, process compliance & Program Management
- Felicitated as Highest Effective Metric Achiever consecutively for 10 months in Capgemini Engineering
- In-depth exposure to customer centricity, on-time service delivery and quality & processes improvement and reporting functions
- Proven success in achieving customer delight by implementing best practices; implemented several process improvement initiatives to achieve maximum efficiency in various operations
- Ensured the highest standards of service are delivered to customers and stakeholders with compliant to deadlines in order to maximize satisfaction
- Monitored and managed staff performance to attain target metrics both individually and team unit.
- Partnered & Collaborated with Sales, Marketing, Product teams to optimize existing client profitability through business planning & Data driven decision making to deliver increased revenue streams
- An effective leader with excellent communication, negotiation, management,customer experience and relationship building skills
Operations Engineer
Altran (Cisco-Tac)
Gurgaon
10.2019 - 07.2021
- Implementing pilot project setup by driving the respective process metrics smoothly with the ability to meet SLA and deadlines
- Training & orienting for the new clients with product base; delivering coaching and feedback sessions for process improvement
- Managing resource allocation from engineering teams as per the incident requirements for global B2B network operations
- Training and managing new hires for the department; providing weekly status updates to upper management via meetings and written reports
- Enforcing SLA management for new and previous tickets which caters to cisco products support functions
- Guiding customers & internal employees with service requisite policies in reference to the support contracts
- Assisting Program Managers & Product managers with Client feedback for expected changes in the product resulting retention and renewal and long term relationships
- Cultivating the best practices and findings within team for the execution of Sops to meet business needs and customer success
- Acting as Customer Advocate in getting the Products & services related queries/questions addressed
- Created an environment of productivity and personal accountability that was instrumental in reducing overtime by 10%
- Leading & developing a senior operational management team to enhance performance by setting clear accountable performance measures
Human Capital Advisor
Optum Global Solutions
Gurgaon
03.2019 - 08.2019
- Provided support to UHG employees/managers/leaders based in Asia Pacific region for best practices of HR policies & process
- Supported businesses with Absconding, PIP, CAP, Separation, Internal Transfer, Absence Management tax and payroll queries & processes, Issued Official letters to the employee base
- Collaborated with COEs team to ensure effective development of HR policies and practices to meet business needs
- Planned, developed, and implemented strategies to convey information with key decision makers.
- Assisted through calls, email, online web tickets
- Circulated Payroll calculators and other sheets for better First Time Resolution within team.
Senior Operations Associate
Concentrix
Gurgaon
03.2017 - 03.2019
- Responded promptly to customer queries/inquiries through various channels (Inbound, Email, CRM, Troubleshooting, calibration)
- Collaborated with peers and other business areas to leverage best practices.
- Trained new interns & employees regarding the process and operations
- Acknowledged & resolved customer complaints after analyzing the details of the issue
- Provided feedback on the efficiency of the service desk/customer service process on a timely basis
- Analyzed data to identify trends and patterns and exercise strategic decisions.
- Developed and implemented strategies to maximize productivity and streamline operations.
Business Process Associate
GENPACT
Gurgaon
10.2014 - 03.2017
- Served customers by providing product & service information through (Outbound, Inbound, CCRP, monitoring)
- Acted as a bridge support for the new employees
- Evaluated customer needs and feedback to drive product and service improvements.
- Attracted potential customers by answering product & service questions and information about other products & services
- Collaborated with upper management to drive strategy and implement new processes.
- Leveraged cross-selling and upselling opportunities with customers.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Education
PGDM (Business Analytics)
Institute of Management & Technology
Ghaziabad, India|| 07.2020 - 07.2022
B-Tech (Computer Science)
Uttarakhand Technical University
Dehradun, India || 07.2010 - 07.2014
Skills
Team ManagementResource PlanningEscalation HandlingIncident ManagementTECHNICAL SKILLSCRMFDRCS-One (Sales Force)People SoftZendeskBMC remedyWebexCPR (Admin)JiraITIL
Agile
Adaptable
Precision
Negotiator
Strategic Thinker
Client service optimization
Team Building
Staff mentoring & leadership
Customer Relations
Business Development
Key accounts development
Inter-department collaboration
Accomplishments
- Accomplished Highest CSAT Four Times in Concentrix India
- Enhanced the Inbound CSAT scores from 50’s to average of 75 % and further growth in GENPACT
- Honored with Employee of the Quarter Award three times & first WOW caller badge in GENPACT
Interests
Reading
Music
Timeline
Senior Consultant
CVENT
08.2022 - 03.2023
PGDM (Business Analytics)
Institute of Management & Technology
07.2020 - 07.2022
Associate Consultant
CAPGEMINI Engineering (Cisco-Tac)
10.2019 - 03.2022
Operations Engineer
Altran (Cisco-Tac)
10.2019 - 07.2021
Human Capital Advisor
Optum Global Solutions
03.2019 - 08.2019
Senior Operations Associate
Concentrix
03.2017 - 03.2019
Business Process Associate
GENPACT
10.2014 - 03.2017
B-Tech (Computer Science)
Uttarakhand Technical University
07.2010 - 07.2014