Vikram Pal Singh
Kharar
Summary
Driven Team leader with 12+ years of experience in Contact centres, successfully executing results in people management, product
enhancement and in implement strategies for good customer service.
Overview
14
14
years of professional experience
1
1
Language
Work History
Team Leader
Priority Holding, Finxera
Chandigarh
08.2014 - Current
- Manage the team of 25 + employees for US inbound contact center
- Improve the product for better customer experience and making it user friendly with the help of product team
- Work with departments across the company, developing new ideas, initiatives and removing any backlog
- Also work as Spanish Consultant
- Handle spanish calls for all the subscribers and do spanish audits for compliance team
- Preparing Decks for process reviews in All hands and All managers meetings
- Providing Training of product and process to new Hires
- Maintain the Quality of process through regular audits ( calls and cases) and through feedback
- Also participate in hiring process with HR and Manager by taking initial telephonic rounds with candidates
Contributor
Dell International | Punjab
Mohali
08.2011 - 08.2014
- Provided customer service in US inbound contact center and also worked in chat process
- Also worked as coach for new team members in providing process knowledge
Senior team Member
Bank Of America
Gurgaon
01.2009 - 04.2011
- Worked as senior team member in workforce management team
- Responsible for creating and modifying the schedules for US team members through calls, chats
- Also worked as online banking specialist
Education
B.Sc. - undefined
D.A.V College
undefined
Govt Model sr sec school
10th - undefined
Sanjay Public School
Skills
Recruiting and interviewing, Product enhancement, Spanish Interpreter, People management, Quality management
undefinedAdditional Information
- Awards , Employee of month, Nominated for Employee of the year
Accomplishments
1- Ringcentral integration with CRM which helped the process to reduce the call volume by 20-25%
2-Set up the new process of withdrawal of funds with the help of Engineering team to avoid any kind of fraudulent activity
3-Learnt spanish to handle spanish calls and help compliance team in auditing the spanish calls
4-Reduced the number of errors by doing enhancement on CRM with the help of product management team.
Green Belt in six sigma from Otifas
Develop, test, and implement solutions to improve the process
Timeline
Team Leader
Priority Holding, Finxera
08.2014 - Current
Contributor
Dell International | Punjab
08.2011 - 08.2014
Senior team Member
Bank Of America
01.2009 - 04.2011
B.Sc. - undefined
D.A.V College
undefined
Govt Model sr sec school
10th - undefined
Sanjay Public School
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