Summary
Overview
Work History
Education
Skills
Accomplishments
Interests
Timeline
Generic
Vaibhav Singh

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 Managementundefined

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

Travelling

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

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