Vikram Singh

Experience

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  Hyatt Regency

  Mar 2003 - Nov 2004

  Guest Services Assistant

  Managing reservations and queries raised by guest.

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  WNS Global Services

  Aug 2005 - Jun 2015

  Deputy Manager

   Meeting internal and Process KRA Retention is my USP and hence always been below 4% month on month and below 40% for the year. Partnered with clients - TRAVELOCITY to work on the Cross Sell\Up sell project. This project contributed in improving 7% revenue for Clients and increased in HC for WNS. Develop hybrid career paths through cross training and skill enhancement-> eg:- Reissues & Customer Service. Conducting review with TL’s to make sure we are following the road map Reviews, announcing targets, discussing Quality issues based on input from QM, Addressing people issues. Counseling employees team issues/ personal issues Client relationship management through governance calls Work closely with cross functional teams for effective and smooth operations Initiated TBASS BQ projects “WOW “ & “ Eureka “ To improve TBASS scores for Mid & Bottom quartile performers. Show less

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  SUTHERLAND GLOBAL SERVICES U

  Oct 2015 - Dec 2016

  Sr Account Manager

   Team KPI's & Issue Resolutions: Conducting Daily/Weekly/Monthly performance reviews with Team Managers. Escalations are handled promptly along with detailed RCA's and solutions  Work on getting HC in place with the help of WFM for capacity planning & support teams to achieve SLA and Financial  Resolve critical issues posing as roadblocks for the process with demonstrated excellence by evaluating / enhancing performance of team against the set targets, doing need based promotion planning and providing valuable feedback for improvement Operating system: Drive culture with team member’s .Ensure all team members understand the elements of NRR. Assess team understanding on Amazon software with add-on training. Ensure NRR to be below 18% Team Training & Assessments: Ensure training and assessments for all team members are done in timely manner. Ensure RCA's are done and action plan with permanent solutions are applied.  Weekly reviews with support team to share the vision and target, helping all to focus and work on the same goal BQ management done to improve the NRR scores PIP initiated for improving production and quality of the process  People Related (Attritions, Retention of high performers) engage team and improve ESAT. Show less

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  Teleperformances Global Services

  Jul 2017 - Jul 2019

  Operations Manager

   Ensure migration readiness and daily/weekly performance is as per expected project deliverables within 3 months of Go live  Team KPI's & Issue Resolutions: Conducting Daily/Weekly/Monthly performance reviews with Team Managers. Escalations are handled promptly along with detailed RCA's and solutions  Future GAP fixing: Capacity and Support Head count planning for quick training and up skilling employees to handle more volume eventually helped in improving revenue. Resolve critical issues posing as roadblocks for the process with demonstrated excellence by evaluating / enhancing performance of team against the set targets, doing need based promotion planning and providing valuable feedback for improvement Operating system: Drive culture with team member’s .Ensure all team members understand the elements of CSAT. Assess team understanding on Process Tools with add-on training.  Team Training & Assessments: Ensure training and Quality team are engaged with operations and a regular TNI is done on all the BQ performers to improve the entire process and same is also added in training curriculum.  Ensure RCA's are done and action plan with permanent solutions are applied to any Metrics those are not met Weekly reviews with all the stake holders to fix gap and achieve monthly targets Show less

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  ADLABS ENTERTAINMENT LIMITED

  Aug 2019 - Apr 2022

  Sr Manager operations & Vendor Manager

  End to End Setup of Contact Center  Projecting forecast for call center basis on past trends  Timely Manpower planning basis on forecast and Trends to keep the cost under control Setting milestones to achieve both Contact center and Imagicaa goals Analyzing Financials month on month in order to achieve Yearly Targets Planning Financials Audits to further reduce the cost for Contact Center  Ensure migration readiness and daily/weekly performance  Updating process and Sales training on timely basis to improve call quality & Sales Show less

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  LEAD School

  Dec 2021 - now

  Sr Manager-Vendor and Customer Support