YOGENDER SINGH
Narela, Mumbai Thane,Delhi
Summary
With my extensive experience in inbound, outbound, chat, voice, andemail processes, coupled with my expertise in customer and employeesatisfaction management, client management, NPS, FCR, AHT, attritionreduction, shrinkage management, and profit and loss (P&L)management, I am confident in my ability to contribute to the successof your call center operations. Throughout my career, I haveconsistently achieved outstanding results by leveraging my strongleadership skills and in-depth understanding of call center dynamics. Ihave successfully managed high-volume call centers, overseeingmultiple processes including BFSI (banking, financial services, andinsurance), card services, loan processing, telecom, e-commerce, andmore. My experience spans various industries, enabling me to adaptquickly to new environments and deliver exceptional results. I have aproven track record of optimizing customer satisfaction (C-SAT) andemployee satisfaction (E-SAT) levels. By implementing targetedstrategies, I have achieved notable improvements in C-SAT scores,resulting in increased customer loyalty and retention. In addition, Ihave successfully implemented initiatives to enhance E-SAT, reducingattrition rates and fostering a positive work environment that drivesproductivity and employee engagement. My expertise in servicedelivery management enables me to effectively monitor and improvekey performance indicators (KPIs) such as NPS, FCR, AHT, offer rate,churn%, upsells, sales, and retention. I have a keen eye for analyzingdata and utilizing insights to drive operational efficiencies and deliverexceptional customer experiences. Moreover, my experience in P&Lmanagement has enabled me to develop and implement cost-effectivestrategies while maintaining a focus on revenue generation andprofitability. In my previous roles, I have excelled in clientmanagement, establishing and nurturing strong relationships with keystakeholders. I have a proven ability to understand and meet clientrequirements, ensuring adherence to service level agreements (SLAs)and delivering superior service. Furthermore, I have a solid backgroundin people management, having successfully led and mentored teamsof supervisors and agents. I believe in fostering a collaborative andsupportive work environment that empowers individuals to reach theirfull potential. I am skilled in conducting performance evaluations,providing feedback and coaching, and implementing training programsto enhance agent skills and knowledge.
Overview
16
16
years of professional experience
1
1
Certification
Work history
General Manager Customer Service/Sales
Tatwa Technologies
Mumbai , India
11 2023 - 06 2024
- Management
- Customer Satisfaction
- Service Delivery Management
- Operations Risk Management
- People Management
- Strategic planning
- Client Handling
- Collection
- Sales
- Process ReEngineering and Processimprovement
- Customer Success
- Customer service and support
- Handling entertainment, BFSI, Travel, Fintech, Fantasy Game, Ecomerce, Govt projects Import export, Heathcare, Travel projects
Lead Manager
Tech Mahindra
2021.07 - 2022.09
- P1 -Led a team of professionals, delivering exceptional customer service and support for e-commerce giant Flipkart
- Implemented a new escalation process, reducing the number of customer complaints
- Developed and executed a training program for agents, resulting in improved product knowledge and customer satisfaction scores
- Collaborated with the operations Risk Management team to identify and mitigate potential risks, ensuring compliance with company standards
- Worked with cross-functional teams to minimize escalations, reduce resolution time and elevate escalation experience
- Close the escalation process once the monitoring period is completed successfully, and ensure customer satisfaction before closing the escalation.
Customer Success Manager
Webgility Software
2020.06 - 2021.07
- Handled customer success teams in India and overseas
- Assisting new customers with the setup and implementation of products and services, providing training and resources, and answering questions to ensure a smooth transition to the company
- Relationship management, Developing strong relationships with customers
- Understanding their needs and goals, and advocating on their behalf within the organization
- Renewal management- ensuring customers renew their contracts or subscriptions by communicating the value they receive from the company and addressing any concerns they may have
- Upsell and cross-sell- identifying opportunities to upsell or cross-sell products or services to customers based on their needs and goals
- Customer Advocacy- Acting as a voice of customer within the company, providing feedback and suggestions for improvement to product development, marketing and other departments
- Metrics and Reporting- tracking customers engagement, usage, and satisfaction metrics to ensure they were meeting their goals and sharing insights with internal team's to drive improvements
- Voice Operations
- Escalation management
- Non Voice Operations
- Training and Development
- Compliance and regulatory requirements
- Risk assessment and mitigation
- LANGUAGES
- English
Senior Operation Manager
Hindi
VNVS Health Care Pvt Ltd
2019.02 - 2020.05
- Sbi card BFSi process - Developing and implementing outbound sales strategies to meet revenue targets and goals
- Recruiting, training, and managing a team of 120 plus sales representatives to ensure that they meet their sales targets
- Monitoring sales performance and providing feedback and coaching to improve results
- Setting sales goals and creating sales forecasts
- Take care of customer care for 100 associates
- Creating and maintaining relationships with key clients and partners
- Providing regular reports on sales/ customer service performance.
Deputy Manager
Concentrix Daksh India Pvt Ltd
2014.10 - 2019.02
- Handled a team of 25 - 200 plus professionals for the process of the
- World's most customer-centric company Amazon
- Customer-first approach for a fast and seamless resolution
- Improved response time and quality of responses
- Setting performance metrics- Set performance metrics for the team members and track progress against them
- This includes metrics such as C-Sat, response times, and resolution rates
- Developing customer care strategies- to ensure customers are receiving timely and effective support
- This could include developing training programs, updating standards and operating procedures, and improving workflows
- Collaboration with other departments- such as quality and compliance teams to ensure customer care is integrated into all aspects of
- Amazon's business
- Managing escalations- Including customer issues, associates' issues, and other departments' issues to be resolved concerns and ensuring that their team is equipped to handle similar situations in the future
- Analyzing data - Analyzing data and feedback to identify areas of improvement on services/operations and identify recurring customer issues, understand customer pain points, and propose solutions.
Team Leader/ Assistant Manager
VNVS Health Care Pvt Ltd
2011.01 - 2014.09
- Led a team of 30 contact center agents, delivering exceptional customer service and support for health care
- Transitioning the customer care center helpline
- Worked with cross-functional teams to minimize escalations, reduce resolution time and elevate escalation experience
- Close the escalation process once the monitoring period is completed successfully, and ensure customer satisfaction before closing the escalation.
Team Leader
Aegis Pvt Ltd, GVI
2008.01 - 2010.12
- Worked in customer service, Sales and Collection process for domestic and international processes.
Associate
Intelenet Pvt Ltd
2007.02 - 2008.01
- Worked as a customer service executive.
Education
MBA - HR
MD University
2012
B.A.PASS - undefined
Delhi university
2003
12th Arts - undefined
Cbse board
2000
Skills
- Decision Making
- Team Building
- PnL
- Client handling
- Manpower Handling
- Leadership
- Strategies and goals
- Vendor management
- Talent acquisition
- Consumer engagement
- Policy and procedure adherence
- Departmental budget management
- Key Performance Indicator monitoring
- Operations coordination
- Departmental delegation
- Recruitment and hiring
- Performance management
- Interdepartmental relations
- Conflict resolution
- Department appraisals
- Talent development
- Employee management
- Database management
- Department management
- Strategic planning
- Complex resource management
Accomplishments
- AHT Improvement
- The main goal of the lean and six sigma-based AHT reduction plan for
- BPO is to improve the efficiency and effectiveness of the process by eliminating waste and non-value-added activities
- The plan focuses on the following key areas: Process mapping and analysis: The first step is to map and analyze the current process to identify the areas where improvements can be made
- Eliminating waste: Waste can be eliminated through process improvements and better utilization of resources
- Improved process flow: The process flow can be improved to eliminate the need for unnecessary steps and reduce the time required to complete the process
- Improved efficiency: The process can be made more efficient through the use of lean and six sigma tools and techniques
- Improved quality: The quality of the process can be improved through the use of quality tools and techniques
- YOGENDER SINGH
- Attrition Control
- The objective of attrition control is to reduce the number of employees who leave the company voluntarily or are terminated involuntarily
- Attrition control is an important part of any lean and six sigma initiative because it can help to improve the efficiency and effectiveness of the workforce
- There are a number of techniques that can be used to reduce attrition rates, including: Tracking employee turnover rates and identifying trends
- Investigating the reasons why employees are leaving
- Offering employee retention programs, such as bonuses or incentives for staying with the company for a certain period of time
- Training managers to be better at retaining employees
- Improving the working conditions and environment in the company
- Encouraging employee engagement and job satisfaction
- CERTIFICATION
- Lean Six Sigma Green belt completed
- Lean six Sigma Black belt awaited
- PMP- Training on PMP modules
- Awaiting the exam.
Certification
- Six Sigma Green belt Certified
- Six Sigma black belt trained.
- Trained on PMP
Languages
English
Fluent
Timeline
Lead Manager
Tech Mahindra
2021.07 - 2022.09
Customer Success Manager
Webgility Software
2020.06 - 2021.07
Senior Operation Manager
Hindi
VNVS Health Care Pvt Ltd
2019.02 - 2020.05
Deputy Manager
Concentrix Daksh India Pvt Ltd
2014.10 - 2019.02
Team Leader/ Assistant Manager
VNVS Health Care Pvt Ltd
2011.01 - 2014.09
Team Leader
Aegis Pvt Ltd, GVI
2008.01 - 2010.12
Associate
Intelenet Pvt Ltd
2007.02 - 2008.01
General Manager Customer Service/Sales
Tatwa Technologies
11 2023 - 06 2024
MBA - HR
MD University
B.A.PASS - undefined
Delhi university
12th Arts - undefined
Cbse board