Vikram Singh

Associate Partner

Delhi, India12 yrs 10 mos experience

Highly Stable

Key Highlights

Proven leadership in team management and operations.
Expertise in sales operations and customer satisfaction.
Strong analytical skills with a focus on continuous improvement.

Stackforce AI infers this person is a Sales and Operations expert in the BPO and Hospitality sectors.

Contact

Skills

Core Skills

Sales OperationsLeadershipTeam LeadershipCustomer SupportTeam ManagementOperations Management

Other Skills

BPOBusiness AnalysisCall CentersCompetitive AnalysisContinuous ImprovementCustomer Satisfaction (CSAT)Data AnalysisDigital MarketingLead GenerationMaster in Data AnalysisNew databaseRevenue & Profit GrowthRevenue AnalysisSales & MarketingSales Growth

About

Experienced in Sales, Customer support, Data, Lead management, Operations with a demonstrated history of working in the Hospitality, NBFC industry. Skilled in Sales Operations, Contact Centers, Continuous Improvement, Leadership, and Business Process Outsourcing (BPO). Strong sales professional with a BA focused in English, Education Sociology from R R P G College Amethi UP.

Experience

Coveryou

Assistant Vice President

Apr 2021 – Apr 2024 · 3 yrs · India · On-site

Customer Satisfaction (CSAT)Sales OperationsLeadership

Fabhotels

Contact Center Operations Manager

Nov 2016 – Aug 2019 · 2 yrs 9 mos · Gurgaon, India

Team LeadershipLead GenerationNew databaseSix SigmaMaster in Data AnalysisCustomer Satisfaction (CSAT)+1

Home credit india

Sr. Team Leader

Apr 2014 – Oct 2016 · 2 yrs 6 mos · Gurgaon, Haryana, India

Customer Care, Collection, Call Center Operations

Lead GenerationNew databaseSix SigmaMaster in Data AnalysisCustomer Satisfaction (CSAT)Sales Operations+1

Effort bpo ( star cj alive)

Assistant Manager- Operations

Jul 2013 – Jun 2014 · 11 mos · Gurgaon H.R.

www.starcj.com

Lead GenerationNew databaseSix SigmaMaster in Data AnalysisCustomer Satisfaction (CSAT)Sales Operations+1

Wns global services

Assistant manager - Ops

Jun 2011 – Jun 2013 · 2 yrs

Lead GenerationNew databaseSix SigmaMaster in Data AnalysisCustomer Satisfaction (CSAT)Sales Operations+1

Serco bpo-india

Team Leader (LG)

Aug 2009 – Jun 2011 · 1 yr 10 mos

PROFESSIONAL EXPERIENCE
A professional with over 3+ years of experience in Team Management & Operations in Service Industry/BPO.
SERCO BPO-India. August 2009 to- Till date.
I joined the organization as Team Leader and Lead a team of 25 members.
Prepared monthly / weekly quality analysis reports on team productivity & accuracy
Developed expertise over generating reports through AVAYA
Undertook process performance analysis and preparing reports as per analysis done in
order to improve performance in terms of productivity and efficiency.
Communicated operations strategy to the floor - managing and handling shift operations - in coordination with the process - in charge of the Manager.
Working As a Queue Manager on CMS.
Owner of all key KPI’s of the process of the respective shift, example. Service Level, Abandon %, AHT, Billable workstation achievement Target, QOS etc.
Innovative ideas for process improvement.
Leadership Profile – Team Leader (26months experience)
Ensure the required QOS to be delivered is popular among the entire team.
Constant approach towards Motivation and creating a positive vibe among the team.
Conducting one on one sessions for identifying any detracting or de-motivating vibes among the team.
Conducting and initiating different approach towards team huddles.
Coaching and delivering feedback to an individual.
Creating innovative approach towards feedback delivery.
Circulating of reports among team members.
Monitoring and barging of calls for continuous improvement.
Awards & Recognition :-
Awarded as the best Team Leader of quarter II 2010.
Best team performance Award for the quarter II 2010.
Best Team Leader Award for the Quarter IV 2010.
Best Team Performance Award for the quarter IV 2010.