VIJAY GIRVAR SINGH
Kalyan
Summary
Dedicated professional with 6 years and 11 months of experience in resolving customer inquiries and grievances. Seeking a challenging role where I can continue to grow, leverage my analytical abilities, and contribute to an organization's success.
Overview
12
12
years of professional experience
Work History
Team Leader (Voice/Chat Process)
Eureka Outsourcing Solutions Pvt Ltd.
01.2024 - Current
- Managed a team of 34 chat agents and 20 voice advisors, ensuring adherence to performance standards and service level agreements (SLAs) while fostering a positive team culture
- Improved average handling time (AHT) and customer satisfaction (CSAT) across both voice and chat processes through targeted coaching and performance monitoring
- Conducted regular training sessions and performance reviews, reducing error rates and enhancing first contact resolution (FCR), ensuring the team delivered top-notch service
- Implemented data-driven process improvements that increased response times and reduced escalations, enhancing overall customer experience
Deputy Manager (Email Process)
Kotak Mahindra Bank
05.2023 - 01.2024
- Company Overview: Grievance Department
- Handled customer grievances through the email process, ensuring timely and accurate resolution in compliance with regulatory and internal standards
- Assisted in streamlining the escalation process, improving response times, and reducing backlog while maintaining customer satisfaction
- Collaborated with various departments to address recurring issues and implement solutions, contributing to an enhanced customer experience
- Monitored email workflows and contributed to process improvement initiatives to increase the efficiency and effectiveness of the grievance resolution process
- Grievance Department
Subject Matter Expert (Inbound Voice/Chat/Email - Process)
Eureka Outsourcing Solutions (Upstox)
05.2021 - 05.2023
- Assisted customers with account opening and resolved a wide range of technical, transaction, payment, order, and profile-related queries, contributing to seamless onboarding and improved customer satisfaction
- Promoted to Subject Matter Expert (SME) in May 2022, where I efficiently handled escalated customer issues, ensuring timely resolutions and fostering a culture of continuous improvement within the team
- Provided administrative support and mentorship to team members, helping to streamline workflows and elevate overall team performance in handling complex customer queries
- Played a key role in managing critical escalations, maintaining a customer-first approach, and consistently meeting satisfaction benchmarks, thereby driving both customer loyalty and operational success
Senior Customer Service Associate (Inbound Voice - Process)
Wipro
12.2016 - 03.2018
- Company Overview: Reliance Jio
- Helped customers with inquiries regarding Jio services, ensuring accurate and proficient service delivery that contributed to high levels of customer satisfaction and loyalty
- Actively listened to and managed a high volume of customer inquiries, consistently delivering excellent service and effectively resolving issues in a timely manner
- Handled customer disputes over live calls, providing clear information and empathetic resolutions, while maintaining professionalism and composure under pressure
- Collaborated with team members to share insights and best practices, driving improvements in processes and enhancing overall team efficiency and service quality
- Reliance Jio
Sub-Coordinator
DMG Consulting Pvt Ltd
03.2013 - 06.2015
- Managed project-based work for government initiatives, traveling to various cities to ensure project objectives were met on time and within budget
- Assigned and coordinated data entry tasks among students in respective cities, overseeing progress and maintaining quality standards
- Digitized offline census forms and collected GPS locations for metro development projects, contributing to efficient data management and urban planning efforts
- Collaborated with stakeholders to streamline project workflows, ensuring effective communication and alignment on project goals
Education
B.COM -
Avadh University
01.2015
HSC -
D.T. Kalani College
01.2010
SSC -
Century Rayon High School
01.2007
Skills
- Excellent organizational skills
- Time management skills
- Proficient in MS Office
- Experienced in fully computerized environments
- Proactive
- Quick learner
- Adaptability to new technologies
- Strong problem-solving abilities
- Commitment to continuous improvement
- Goal-oriented
- Dedication to personal performance enhancement
- Team success
- Identifying opportunities for process improvement
- Enhancing operational efficiency
Timeline
Team Leader (Voice/Chat Process)
Eureka Outsourcing Solutions Pvt Ltd.
01.2024 - Current
Deputy Manager (Email Process)
Kotak Mahindra Bank
05.2023 - 01.2024
Subject Matter Expert (Inbound Voice/Chat/Email - Process)
Eureka Outsourcing Solutions (Upstox)
05.2021 - 05.2023
Senior Customer Service Associate (Inbound Voice - Process)
Wipro
12.2016 - 03.2018
Sub-Coordinator
DMG Consulting Pvt Ltd
03.2013 - 06.2015
B.COM -
Avadh University
HSC -
D.T. Kalani College
SSC -
Century Rayon High School
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