Vijendra Singh

Experience

• 

  IBM

  Nov 2006 - Jan 2010

  Technical Support Executive

  ISP Technical Support to UK based ISP Clients

• 

  IYogi Technical Services Pvt. Ltd.

  Feb 2010 - Feb 2015

  Transactional auditing, conducting sessions, training and driving performance through coaching Technical support on Windows & Mac platform and escalation handling

  • Performance Specialist (Quality)

    Feb 2011 - Feb 2015

  • Technical Support Executive (Level 2)

    Feb 2010 - Feb 2011
• 

  BT GLOBAL BUSINESS SERVICES PRIVATE LIMITED

  Mar 2015 - now

  • Coordinating service delivery: We work closely with other teams to ensure that services are delivered on time and to the required quality. This involves coordinating the activities of different teams and ensuring that communication channels are open and effective.• Ensuring service quality: Service Responsible for ensuring that services meet the required quality standards. They may perform audits, gather customer feedback, and work with teams to address any quality issues that arise.• Managing service risks: Identify and mitigate risks that could impact service delivery. This involves conducting risk assessments, developing risk management plans, and working with teams to implement risk mitigation strategies.• Continual service improvement: Work to continually improve services based on customer feedback, industry best practices, and emerging technologies .This includes developing service improvement plans, monitoring service performance, and making recommendations for service enhancements.• Stakeholder management: Work closely with internal & external stakeholders to ensure that services are meeting expectations. Show less • Managing team performance: Responsible for managing the performance of their team members and ensuring that they meet or exceed their targets and KPIs.• Coaching and development: Responsible for coaching and developing their team members to help them improve their skills and performance.• Quality assurance: Responsible for ensuring that their team members maintain a high standard of quality in their work and comply with BT's policies and procedures.• Performance reviews: Responsible for conducting regular performance reviews with their team members and providing feedback on areas where they can improve.• Escalation management: Responsible for managing customer complaints and escalations that cannot be resolved by their team members, and ensuring that these issues are resolved in a timely and effective manner.• Stakeholder management: Responsible for managing relationships with internal and external stakeholders, senior management Show less

  • Service Excellence Professional

    Dec 2021 - now

  • Team Manager - Operations

    Sept 2020 - Nov 2021

  • Team Manager - Quality Compliance

    Jun 2019 - Aug 2020

  • Subject Matter Expert

    Mar 2017 - May 2019

  • Quality Analyst

    Mar 2015 - Feb 2017