Romit Singh

• Strategy & Operations: Customer and Operations – Experience – Support – Services; 9 years
• As team lead taking care and handling of almost 40members.
• Successfully completed projects within deadlines, ensuring timely delivery to clients without compromising quality standards.
• Built strong relationships with customers through positive attitude and attentive response and achieved the CSAT 0f 94 %.
• Dialpad Ai Contact Center integrates with most of the popular CRM platforms including Salesforce, HubSpot, and Zoho CRM. It embeds the dialer to let agents have phone calls from right inside their CRM, and also automates a lot of data entry work, like logging customer data and activities.
• Upgraded CRM with chatbots as a supplementary channel can help you control wait times better—and if you use it in conjunction with other self-service channels and digital channels like live chat, you can seriously reduce overload on agents.

Compared to just providing support through phone calls, this way is much more cost-effective. (One agent can handle a few chats simultaneously, but only one phone call at a time.)

• Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
• Key Responsibilities: Resolve customer Queries, Ticket Management, TAT Compliance, Metrics Maintenance, Cross-functional Collaboration, Contact Center Metrics, Leadership
• Created the SOPs for the customer experience and internal process.
• Additional Responsibilities: Conduct daily Root Cause Analysis (RCA), Perform Capacity Planning and Performance Governance, Implement Ticket Assignment Governance, Drive NPS and Customer/Employee Retention strategies, Successfully led and managed remote teams, Proficient in MS Office Suite.
• Conducted regular performance evaluations for staff members, providing constructive feedback and outlining areas of improvement.
• Developed high-performing team members through targeted training programs and one-on-one coaching.
• Metrics Maintenance: Manage SLA, CSAT, NPS, Attrition, and quality metrics daily to drive service excellence.
• TAT Compliance: Monitor and enforce adherence to TAT, implementing corrective actions as necessary.
• Leadership: Provide leadership, guidance, and mentorship to team of support associates, fostering positive work environment and professional growth.
• Oversaw the implementation of new systems or processes within the team successfully navigating change management challenges.
• Identified skill gaps within the team and developed comprehensive training plans to address these deficiencies effectively.
• Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
• Streamlined project workflow for increased efficiency by identifying bottlenecks and optimizing processes.
• Promoted a collaborative work environment by initiating team-building activities and fostering open communication channels.
• Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.

• Responsibilities: Developing Evaluation Programs, Monitoring Customer Interactions, Calibration Sessions, Training and Coaching, Compliance Monitoring, Driving Innovation and Optimizing Processes, Agent Engagement, Feedback and Review, Audit of Voice and Non-Voice transactions.
• Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
• Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
• Monitored KPIs to proactively address bottlenecks and quality issues.
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
• Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
• Developed training materials, SOPs and work instructions to supplement new team member onboarding.
• Defined and implemented quality initiatives to reduce risk.
• Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
• Participated in departmental meetings to establish short- and long-term strategy.
• Maintained up-to-date knowledge of industry best practices, incorporating relevant methodologies into daily work processes for optimal results.
• Ensured compliance with regulatory requirements by meticulously reviewing documentation and maintaining accurate records.
• Increased efficiency in defect detection through the implementation of automated test scripts, reducing manual intervention requirements significantly.
• Administered internal quality audits and assessed results to inform corrective action measures.
• Used Pareto and Fishbone to create presentations, flowcharts and graphs detailing data analysis results.

• Responsibilities: AHT, EDR, Shift Adherence, Shrinkage, Reviewing the monthly productivity report, Team hurdle, Operations Metting, Providing the operation training.
• Tools and Technology: Amazon Work Flow Management,Amazon work space,CCMS(Customer Communication Management Services),Avaya,SPOT,Knowledge Base.
• Mentored team members, contributing to their professional growth and development.
• Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
• Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
• Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
• Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
• Improved user productivity and efficiency through system training and support.
• Collaborated with cross-functional teams to develop innovative solutions, leading to successful project outcomes.
• Designed and prepared technical reports, studies, and related documentation.
• Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
• Improved workflow efficiency by developing standardized procedures for task management and resource allocation.
• Worked with multidisciplinary teams in new product rollout, effectively addressing inquiries and troubleshooting issues.
• Led teams in scheduled and unscheduled equipment maintenance to optimize readiness.

• As a Seller Support Executive for Amazon in Teleperformance where managed the Offshore and Onshore Sellers support through Chat and E-mail.
• Conducted regular meetings with team to discuss issues, concerns and updates.
• Enhanced customer satisfaction by streamlining communication channels and improving response times.
• Mentored junior staff members for accelerated career growth, developing future leaders within the organization.
• Optimized operational efficiency by redesigning processes, systems, and workspaces for increased productivity.
• Identified trends and assessed opportunities to improve processes and execution.

• I was talking care of 15 members of team and providing the daily sales report and other MIS report to my reporting manager.
• Provided strategic oversight on major projects ensuring timely completion within budget constraints.
• Conducted regular performance reviews evaluating team members contributions towards achieving organizational goals.
• Streamlined operations by implementing efficient processes and workflows, leading to increased productivity.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.

• I was in the escalation Department
• We were working for Axis Bank(Retail Banking Process).
• Strengthened customer relationships through excellent communication skills, active listening, and understanding individual needs.
• Educated clients on available products and services, promoting cross-selling opportunities to benefit both the bank and customers.
• Enhanced customer satisfaction by efficiently handling high volume of inbound calls and addressing their banking needs.
• Provided valuable feedback on customer interactions, helping improve overall service quality and satisfaction levels within the organization.
• Provided seamless support during system migrations, assisting customers with navigating new platforms without major disruptions to their accounts or services.
• Participated in ongoing training programs, enhancing skillset for continued professional growth within the banking industry.

• Developed sales strategy based on research of consumer buying trends and market conditions.
• Negotiated and closed profitable sales contracts with new and existing customers to increase loyalty and retention.
• Boosted sales revenue by cultivating strong client relationships and implementing effective sales strategies.
• Analyzed sales data regularly to monitor progress towards goals and make necessary adjustments to strategy as needed.
• Mentored junior sales representatives, providing ongoing coaching to improve their performance.
• Streamlined sales process to improve efficiency, reduce cycle time, and close deals faster.
• Achieved sales goals and service targets by cultivating and securing new customer relationships.
• Implemented CRM system for better customer tracking, leading to improved follow-up processes and higher conversion rates.