Manminder Singh

• Managed a project of more than 85 head count for Google workspace, showed a consistent growth in the client based KPI (CSAT >85% and Productivity above >80%)
• Maintain constant communication with managers, staff, and relevant support team to ensure proper operations of the project.
• Conducted weekly reviews of all customer issues, ensuring high-standard, frequent updates aligning with customer priorities and business impacts, in collaboration with Support Engineers and Management.
• Creating action plans for the bottom quartile to bring them up the curve and meet the KPI’s.
• Lead, motivate, and support a large team within a time-sensitive and demanding environment, including career development plans for direct reports and problem resolution.
• Track staffing requirements, hiring new employees as needed.
• Drastic reduction in attrition by grooming the employees and trained them on the required business tools. Massive succession planning was done across the project by moving the employees to the next level and for lateral movement.
• Created Realtime Dashboards to track the productivity and CES performance on the tool Vector & Looker

ACCOMPLISHMENTS: -
• Managed to improve the client KPI/KRA on CES from 78% to >85% within first 6 months of tenure and improved results on productivity >80%.
• Helped the Shard/Process to get more PH and revenue by exceeding the client set targets.

• Assessed job applications and made hiring recommendations to bring in candidates for key vacancies.
• Monitored employee performance and developed improvement plans.
• Established and optimized schedules to keep coverage and service in-line with forecasted demands.
• Trained team members in successful strategies to meet operational and sales targets.

ACCOMPLISHMENTS: -
• Promoted as Assistant Manager after only 28 months of employment as a team leader.
• Supervised team of 22 staff members. Handled 4 Team Leads, 4 SME and 80 executives.
• Used Microsoft Excel to prepare and send the reports to clients and upper level management played an instrumental role in increasing customers satisfaction ratings index from 80% to 85%.
• Have been awarded as "Outstanding contributor" for the first quarter in financial year 2016-2017.
• Have been awarded as best team leader across the floor multiple times by far exceeding the CSAT, AHT and EPH targets.

• The job role and my responsibilities here was to validate the Hotmail and Live Accounts with the help of IP address and to find out whether it's a hacked account or not and then send the password reset link to the end user.