Puneet Singh

Business Development Executive

Delhi, India17 yrs 3 mos experience

Highly Stable

Key Highlights

Over 14 years in Customer Service Delivery Management
Expert in Operations and Quality Management
Proven track record in client management and team leadership

Stackforce AI infers this person is a Customer Service Management expert with a strong focus on operations and quality in B2C environments.

Contact

Skills

Core Skills

Customer ServiceOperations ManagementTeam Management

Other Skills

Analytical SkillsCall Center OperationsClient RelationsCustomer Service ManagementMicrosoft ExcelPerformance ManagementPresentationsProcess ImprovementQuality ManagementStrategyTraining

About

Competent and diligent professional with an experience of over 14+ years in Customer Service Delivery Management, Operations & Quality Management, Organizational Skills, Client Management; currently spearheading efforts with Dishtv India Ltd, as Manager- Customer Services Call Centre Division Key Skills ms excel, ms access, MS SQL Server

Experience

Stashfin

Sr Manager- Lending Business

Jan 2022 – Present · 4 yrs 2 mos · New Delhi, Delhi, India

Dishtv

Manager- Customer experience

Oct 2018 – Jan 2022 · 3 yrs 3 mos

Ebixcash global services pvt ltd

Deputy Manager- Customer Service

Sep 2009 – Oct 2018 · 9 yrs 1 mo · New Delhi, Delhi, India

Responsible for Handling Call center Operations, Training & Quality Maintained highest standard of customer service, gave preference to customer satisfaction; promptly resolved customer problems; handled customer queries, escalated them thereby to maximize revenue & increased customer retention

Customer ServiceCall Center OperationsTrainingQuality ManagementOperations Management

Trinet internet solutions

Team Lead Manager

Nov 2008 – Aug 2009 · 9 mos · New Delhi, Delhi, India

Team Handling of 30-35 agents in Inbound process.
Set up rosters mechanisms for continuous improvement which includes working with operation team to help in driving tools / process improvements.
Essayed a key role in maintaining high performing operations group by reviewing process operation, managing escalations and analysing data.
Entrusted with the responsibility of:
o Strengthen the team by providing effective leadership, performance management(PMS), goal setting and timely coaching & feedback
o Interfacing with clients for suggesting the most viable methodology/process and cultivating relations with them for securing repeat business.
Played a key role in checking of inbound and outbound tracker, ensuring updates are escalated on time,
Instrumental in analysis Quality Score in every week and accordingly designing training sessions for the team.

Team ManagementProcess ImprovementClient RelationsPerformance ManagementOperations Management