Naman Singla

• Conducted regular performance reviews to identify individual improvement areas and drive team development.
• Led daily operations through pre-shift briefings and post-huddle meetings, aligning team objectives with KPIs.
• Developed and implemented strategies to improve overall team performance and operational efficiency.
• Monitored and managed shrinkage and attrition, ensuring workforce stability.
• Enhanced BQ Outlier scores through targeted coaching and process improvements.
• Conducted real-time call audits to ensure quality, compliance, and service excellence.
• Introduced new working methods that increased efficiency across team operations.
• Handled employee grievances professionally, reducing potential workplace disputes.
• Encouraged open communication to foster a positive and collaborative work culture.
• Negotiated successful outcomes in challenging scenarios, demonstrating strong problem-solving skills.

Key Achievements

• Played a pivotal role in launching a new site in September 2024, supporting the setup and operational readiness.
• Assisted multiple teams during their production phase, identifying performance gaps and implementing improvement plans.
• Successfully managed operations without dedicated RTA and Quality support, ensuring smooth workflow and adherence to targets.
• Solely managed the floor as the only Team Leader with comprehensive process knowledge.

Team Leadership & Performance Management

• Led daily operations through pre-shift briefings and post-huddle meetings, aligning team objectives with KPIs.
• Conducted regular performance reviews to identify individual improvement areas and drive professional growth.
• Developed and implemented strategies to improve team performance, operational efficiency, and KPI achievement.
• Monitored and managed shrinkage and attrition, ensuring workforce stability.
• Enhanced Behavioral Quality (BQ) outlier scores through targeted coaching and process improvements.
• Handled employee grievances professionally, reducing potential workplace disputes.
• Encouraged open communication to foster a positive and collaborative work culture.
• Negotiated successful outcomes in challenging scenarios, demonstrating strong problem-solving skills.

Onboarding Oversight & Mentorship

• Guided Waves 51, 56, 66, 68, and 71 through the critical first 30-day ramp-up period.
• Defined clear roles and expectations to ensure all new hires understood responsibilities and performance targets.

Performance & KPI Management

• Monitored and improved team performance across four core voice-support KPIs: CCXU, RAP, PRR, and Transfer Rate.
• Consistently maintained Average Handle Time (AHT) below 8 minutes by managing talk, hold, and wrap-up times.

Quality Assurance & Coaching

• Conducted real-time and scheduled call audits to identify improvement areas and ensure compliance.
• Delivered timely feedback and implemented targeted coaching plans to address performance gaps.

Professional Development & Knowledge Sharing

• Maintained up-to-date knowledge through continuous professional development and self-study.
• Reviewed and critiqued peer work to uphold high professional standards.
• Devised innovative training methods to ensure thorough understanding of subject matter.
• Participated in academic conferences, contributing to thought leadership in the field.

• Consistently achieved KPI targets across CCXU, RAP, PRR, and Transfer Rate metrics.
• Monitored and improved monthly scorecard performance to maintain high-quality standards.
• Ensured compliance with key metrics, including Offer Rate, Response Rate, and HMD%.
• Maintained Average Handle Time (AHT) under 8 minutes through effective call management and workflow optimization.

Primary Role:

• Provided Level 1 voice and technical support to customers, ensuring timely resolution of queries and technical issues.

Key Responsibilities:

• Consistently met or exceeded KPIs, including CSAT and sales targets.
• Handled 30–40 inbound and outbound support/sales calls daily via Salesforce CRM.
• Delivered clear, effective technical assistance to enhance customer satisfaction and retention.

Key Achievements:

• Highest Sales Achiever — recognized for top qualifying sales performance.
• GE Award for Best Performer — awarded for consistent excellence in customer support and sales delivery.