Naveen Singh

Experience

• 

  Aegis Customer Support Services Private Limited

  Sept 2011 - Nov 2016

  Customer Service Team Lead

  Handled Team of 20-25 associates with client Vodafone and Managed all operation Metrics of a Lead as Shrinkage, Attrition, CSAT/TNPS, CQ, FE, AL, SL , AHT , Schedule Adherence etc.

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  IEnergizer

  Mar 2018 - Jul 2019

  Process Team Lead

  Paytm Payment Services

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  Tech Mahindra

  Jul 2019 - Jan 2021

  Customer Service Team Lead

  E-commerce / Hospitality Serviceshandled OYO and Leading India's E-commerce client with 20-25FTEs.was responsible for Daily Operational metrics i.e. Shrinkage, Attrition, AHT, CSAT, FRT, ART, GSAT, SLAs, Refund, Follow up Tat,Quality and other Compliances.Email Pendency and Daily SLA management.Client Business Reviews.

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  Startek

  Jan 2021 - May 2023

  Assistant Manager Operations

  worked with leading eCommerce client and handled max 180FTE with 8Team Leads.Managed all operations activities. Managed SLAs/CSAT/Quality/AHT/Manpower/Other critical compliances/ReviewsManaged All Process and Client defined Compliance while it is Quality or revenue leakages.Escalation Management, RCA/CAPA.Return Compliance drive at 95%+.Process SOP Change suggestions, New Addition in Process flow with client.Daily Service Level, Answering Level management.BQ Management. Training & Quality sessions (TNI), Performance Tracking.Handled DBR, WBR, MBR both internal and external Show less

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  One97 Communications Limited

  May 2023 - Jul 2024

  Assistant Operations Manager

  Responsible for Managing Merchant & Inhouse IVR Customer Service Operation(SLA/Shrinkage/FRT/ART) and other operational metrics.SOP creation or Designing for new Process along with process excellence team.Looking after Ticket Pendency at L1/L3 end to keep Pendency clear within defined TAT to avoid escalations.Business Reviews with Business Heads and Vendors.BQ Management, TNI closure. Vendor Management (Hiring/HC planning/Performance/Billing. PnL, etc.).Handled EDC business (Email & IVR) and Managed 3 Vendors with multiple Locations with the HC of 275FTEs. I had also managed Inhouse IVR, ONDC, FSE IVR, Business Loan account in the tenure and made successful transition of few processes. Show less

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  DishTV

  Sept 2024 - now

  Customer Experience Manager

  • Working as a Site Business Manager and Managing Dish TV Inbound Partners with three different Locations which includes 220+FTEs.• Serving as the primary point of contact for our Vendor partners, ensuring strong working relationships and alignment with business objectives.• Operations Management: Call Forecasting, Call Routing, Workplace Development, Headcount Management, NPS, Optimize resource utilization and reduce operational costs without compromising service quality.• Driving Customer Retention by focusing on recharge done by De-active customer base and this should be 60%-65%.• Monitor and evaluate vendor performance against predefined key performance indicators (KPIs),service level agreements (SLAs), and contractual obligations thru periodic performance reviews.• Prepare and present regular performance reports to CEO & senior management, highlighting areas of improvement, risks, and success metrics.• Collaborate with vendor partners to ensure teams are adequately trained and up-to-date on product offerings, services, and customer engagement techniques.• Stay updated on industry trends and technological advancements to implement solutions that improve productivity and customer experience. Show less