Amrit Pal Singh
Edmonton,Alberta
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
17
17
years of professional experience
Work History
Operations Manager
Over & Above Software and Infrastructure Solutions
02.2018 - 09.2018
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction
- Counseling with Lead and associate level for grooming, planning for goal setting and next level
- Managing and consulting of contractual agreements with vendors
- Budgeting and Payroll Calculation
- Work force analysis and scheduling, Skills, gap, competency tracking
- Reviewing performance criteria, thru effective coaching and methods to enhance performance and personal development of resources for better profitability and employee growth
- Ensuring and implementation of quality parameters and volume for better revenue generation within time limit and client specification or requirements
- Identifying and ensuring development of all staff through on job/internal/external training
- Demonstrate clear and effective alignment with operational objectives.
Data Collection Clerk
Statistics Canada
05.2019 - Current
- Conducting survey collection activities using a variety of interviewing techniques, methods, and formats, such as conducting telephone surveys
- Reviewing and editing of received documents and information for duplications, omissions, errors, time frames, and coding and classifying as required
- Safeguarding and management of the security and confidentiality of data obtained from survey participants
- Performing quality assurance checks and ensuring the timely submission of materials to Regional Offices
- Updating the content of mail out files, input new case files, survey and other information using computer systems
- Preparation and completion of reports covering own work activities.
Assistant Process Manager
eClerx Services Ltd. India
07.2015 - 01.2018
- Supervised technical support helpdesk for internal client and handling the process of 120 agents
- Regular dip check & data analysis on performance of team members and troubleshooting problems & disconnects by doing regular team meetings & one-o-one sessions with team mates
- Responsible for client communication and implementations of new updates within the process
- Responsible for maintaining quality & customer and client satisfaction at very high level
- Responsible for regular daily audits to control the repeat% and ensure quality as per client requirement
- Responsible for monthly Business reviews, Presentations and Process improvement plans.
Team Leader
Serco BPO Pvt Ltd
03.2011 - 06.2015
- Supervised Vodafone Data & Network helpdesk of Punjab and Delhi circle and handling the process of 50 agents
- Analysis on performance of team members and doing regular team meetings & one-o-one sessions with team members
- Root Cause Analysis of Low Performance areas
- Counseling and motivation of team members for next level and conducting daily team huddle on product and other information
- Responsible for achieving SLA & OLA targets of process
- Ensuring quality in the Call Center by auditing calls on regular basis and providing feedback
- Maintaining Agent Productivity and Identifying skill issues & arranging quality & training refreshers for low performing agents
- SPOC for SUPERCC process
- (An up-selling process of pre to post migration and inviting prospect customers)
- Handled Punjab Prepaid PG Process (Platinum and Gold customers of Vodafone
- Responsible for many internal process projects to excel the performance of the process
- Giving Product and communication skills training to process advisors.
Quality Team Manager
SPEAK WIRELESS PVT LTD
02.2009 - 02.2011
- Planning and Strategizing – Have regular review and workouts with the management to help with strategies for different periods of time
- Driving KPI Metric’s – Ensuring team targets as Customer Satisfaction, Sale Validation, Customer Consent, Communication Skills, Call Center Inventory management etc
- People Initiatives – Ensure that the team is energized and empowered through Fun at Floor activities so as to ensure employee compliance to certain minimum attrition
- To perform cross quality audits and share the immediate feedback on daily basis so as to keep a hawk eyed check over the product knowledge and communication skills of the executives and the auditors as well
- To handle escalated calls, mails, provisioning as Escalation Desk
- Downloading all process changes and providing clarification to all executives in daily briefing sessions
- All report download-discussed time to time so as to improve team scores by Data Analysis
- Identifying and reporting training needs of team members
- Responsible for all kind of interactions with clients in terms of product needs or business improvement and up-gradation
- Responsible for Quality, Training and Sales lead
- Standardized Quality and Training evaluation procedures.
Team Leader
CREED INFOTECH PVT LTD
06.2008 - 01.2009
- Handling escalated calls and turns them into approved sales
- Dealing with irate customers and resolving their issues over DNC
- Floor supervision and call barging
- Regular feedback regarding quality parameters
- Also coordinated with clients regarding process changes and challenges
- Sending daily MIS to the concerned
- Managing KRAs to meet different training needs.
Team Leader
VODAFONE ESSAR SOUTH LTD
07.2007 - 05.2008
- Worked on different profiles with Customer Service Team of VODAFONE ESSAR SOUTH LTD
- Handling RM helpline and dealing with RMs of all over Punjab region
- Resolving their issues regarding activation and deactivation of services, recharges and working on official software BSCS
- Making daily reports regarding issues of RM and escalations taken and reporting to senior managers or H.O.D’s
- Also handling C-Sat report of H.O and as well as outsources of Vodafone
- Maintaining attendance of all call center executives and resolving their salary issues
- Taking care of call center presentations
- Responsible for detailed analysis on incorrect tagging and SR%.
Education
Bachelor of Arts -
CCSU
04.2012
Skills
Proficient with Microsoft Office System
Proficient Knowledge of SIX SIGMA
Proficient in working with ORACLE CRM, BSCS, E-POS and other system applications
Problem-Solving, Team Leadership, Operations Management, Customer Service, Operations Monitoring, Operational Efficiency, Decision-Making, Employee relations and conflict resolution, Planning and Implementation, Staff Training, Staff Management, Inventory Management, Management, Project Management, Performance monitoring and Policies and procedures implementation
Other Abilities
- Self-motivator, optimist and ability to shoulder responsibility for organizing, leading and managing people.
- Ability, experience and knowledge of developing goals with emphasis on Key Result Areas (KRAs) for enhancing business performance.
- Proficient in spoken as well as written languages (English, Hindi and Punjabi).
Reward Recognition
- Achieved the target of achieving maximum number of approved sales per month.
- Announced as best employee of the year as Quality team manager.
- Accredited as Best team leader 10 times on the monthly and quarterly basis.
- Recommended to be the SPOC of the reporting Manager in his absence.
- Nominated for various internal process projects.
Languages
English
Full Professional
Timeline
Data Collection Clerk
Statistics Canada
05.2019 - Current
Operations Manager
Over & Above Software and Infrastructure Solutions
02.2018 - 09.2018
Assistant Process Manager
eClerx Services Ltd. India
07.2015 - 01.2018
Team Leader
Serco BPO Pvt Ltd
03.2011 - 06.2015
Quality Team Manager
SPEAK WIRELESS PVT LTD
02.2009 - 02.2011
Team Leader
CREED INFOTECH PVT LTD
06.2008 - 01.2009
Team Leader
VODAFONE ESSAR SOUTH LTD
07.2007 - 05.2008
Bachelor of Arts -
CCSU
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