Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Vivek Kumar Singh

Gurgaon

Summary

Accomplished team leader specializing in process optimization and escalation management. Proven track record of enhancing operational efficiency while ensuring 100% SLA compliance, poised to utilize expertise for superior customer experiences and elevated team performance.

Overview

6
6
years of professional experience

Work History

Team Leader

IGT Solutions
Gurgaon
07.2022 - Current
  • Promoted from Process Associate to Team Leader within three years due to exceptional performance.
  • Managed end-to-end customer service operations for Air France and KLM, achieving 100% SLA compliance.
  • Oversaw distribution of ticket inflow, prioritizing urgent cases for expedited resolution.
  • Implemented process enhancements, reducing resolution time by 15% and boosting customer satisfaction scores.
  • Coordinated across teams to address escalations, uphold quality assurance, and streamline workflows.
  • Trained new staff on procedures and best practices for efficient work processes.
  • Conducted regular team meetings to address challenges and share updates.

Process Associate

IGT Solutions
Gurgaon
08.2019 - 07.2022
  • Resolved post-journey customer inquiries for Air France and KLM, ensuring compliance with EU aviation regulations.
  • Collaborated with internal teams to address complex cases and enhance customer satisfaction.
  • Maintained comprehensive documentation of customer interactions for regulatory compliance and process optimization.
  • Coordinated process workflows to enhance operational efficiency and accuracy.
  • Collaborated with teams to streamline communication and project execution.
  • Analyzed data trends to identify areas for process improvement initiatives.

Education

Electrical And Electronics Engineering -

Oriental Institute of Science And Technology
Indore

Skills

  • Team leadership
  • Process optimization
  • Escalation management
  • Customer relationship management
  • Employee training
  • Effective communication
  • Leadership
  • Decision making
  • Project management
  • Escalation handling
  • Critical thinking
  • Empathy and emotional intelligence

Accomplishments

  • Promoted twice within three years due to outstanding performance and leadership
  • Maintained a consistent SLA compliance rate above 98%
  • Recognized by management for exceptional client relationship handling and service quality

Languages

Hindi
First Language
English
Advanced (C1)
C1

Timeline

Team Leader

IGT Solutions
07.2022 - Current

Process Associate

IGT Solutions
08.2019 - 07.2022

Electrical And Electronics Engineering -

Oriental Institute of Science And Technology

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Vivek Kumar Singh