Devinder Singh

Versatile Customer service professional with 8 + Years of experience
Versatile Customer service professional with 8 + Years of experience
  • Dehradun, India
  • April 28, 2022

Lean SIX SIGMA Green Belt Certified Professional with 8+ years of Customer Experience with cross functional expertise in

 

Operations, Client Relations, Transactional & Strategic Quality, Training, WFM and HR & Administration. Capable of

 

handling large teams and carries domain expertise on Customer Care Inbound. Social Media Escalations & Sales.

 

Exposure of Handling Business for different International geographies .Handled Operations for Middle East, US & UK and

 

Domestic Indian Market for Hospitality, E- Commerce and Leading Telecom giants.

 

 

 

Areas of Expertise

 

·          Project Management

  ·          Call Center Set ups ·          MS Excel

  ·          Vendor Management ·          Business Management ·          Defining SOWs ·          Service Delivery

 

Phone Number
+919760888181

Education

Bachelor of Arts @ Calorx Teacher's University
Aug 2010 — Jul 2013

Experience

Customer Experience - Associate Manager @ OYO Hotels & Rooms
Nov 2018 — Current
• Managing Remote Operations and Service Delivery for USA, UK and Middle East for OYO.
• Currently handling 2 Centers with annual operating cost of ~$4.5 million and 300+ personnel.
• Project Manager for transformation from Traditional Ground Operations to Centralized Remote Operations (Outsourced) model for KSA and UAE.
• Implemented the End to End Project implementation of the above setup from RFP Creation, Vendor Evaluation, Vendor Negotiations, MSA/R&P/SLA Formation, SOP Creation, Risk Evaluation, Risk Mitigation, Workforce hiring and Performance Management.
• Planned annualized savings of $6 million through centralized operations and integrating tech advancements such as IVRS and Chat bot.
Customer Experience - Manager @ ISON BPO
Jul 2015 — Nov 2018
• Managing a span of 1000 + Agents, 2 Managers, 8 AMs, 50+ TL’s for a Telecom client partner.
• Monitor and continuously improve process Metrics (Avg Speed of Answer, Resolved on Phone, Wing to Wing Resolution time etc.)
• Conduct weekly & monthly reviews with senior stake holders to update on Helpdesk performance
• Conduct Root Cause analysis & develop corrective action plans on missed metrics
• Manage Clients by addressing transactional/daily issues/concerns or process changes
• Address all service requests raised by the clients
• Increase analyst retention by providing job enrichment, career planning, coaching & mentoring
• Conduct annual appraisals for all team members to provide feedback on their performance
• Initiate new ideas, translate/implement best practices to enhance Process Improvements
• Identifying training needs (TNI) for all agents and engage specialists to drive improvement
• Calibration between Voice, Quality & Process trainer to improve performance for all helpdesk agents
• Consistently improve FCR (Resolution on First Call) metric

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