Darwin Singh

Experience

• 

  Global Contact Services (GCS)

  Apr 2009 - Mar 2010

  Quality Assurance Specialist

  • Engaged in the calibration process to maintain high service standards, effectively bridging knowledge gaps between operations, training, and management teams.• Conducted triad feedback and coaching sessions with unit managers and customer service representatives to foster continuous improvement.• Facilitated customer service enhancement programs, preparing and disseminating detailed reports to various departments on a daily, weekly, and monthly basis.

• 

  IBM

  Mar 2010 - Sept 2011

  Quality Assurance Analyst

  • Engaged in the calibration process to maintain high service standards, effectively bridging knowledge gaps between operations, training, and management teams.• Contributed to continuous process improvement and demonstrated high customer service and sales Facilitate customer service-related programs to enhance.• Facilitated customer service enhancement programs, preparing and disseminating detailed reports to various departments on a daily, weekly, and monthly basis.

• 

  IBEX | Global

  Sept 2011 - Apr 2017

  Customer Sales

  • Managed the sales pipeline by effectively following up on leads, converting them into qualified opportunities through strategic communication and coordination.• Successfully closed B2B and B2C sales, directly contributing to significant increases in company revenue.• Prospected and generated leads using a variety of channels, enhancing the company's market reach and product visibility.• Tracked progress and updated records to ensure accurate and timely reporting, facilitating informed decision-making for sales strategies. Show less

• 

  Reed Elsevier Philippines

  May 2017 - now

  • Revenue Growth & Lead Generation: Proactively identify new business opportunities, generate high-quality leads, and expand the sales pipeline through consultative engagement and targeted outreach.• Sales Process Management: Enforce a structured and efficient sales process for converting leads into closed-won opportunities. Track and manage leads and Book of Business through the sales funnel, ensuring accurate and timely data management in the CRM system.• Client Relationship & Retention Strategy: Cultivate and maintain strong relationships with enterprise clients, ensuring long-term partnerships, renewals, and upsell opportunities through data-driven insights.• Sales Performance & Market Expansion: Develop and execute strategic sales initiatives, track KPIs, and analyze market trends to optimize sales performance, expand market share, and achieve revenue targets. Show less • Provided second-line support via telephone, chat, email, and web portal, addressing complex issues related to customers' LMS, sub-systems, applications, and infrastructure.• Coordinated escalation of customer concerns to higher management, including directors, regional managers, and senior executives, ensuring timely and effective resolution.• Created, edited, and maintained internal knowledge bases (IKBs) to support team efficiency and accuracy, while performing real-time analysis to address immediate concerns.• Raised and managed JIRA tickets for complex, high-level issues, collaborating closely with product, data, technology teams, and product owners to ensure swift resolution. Show less

  • Account Manager II

    May 2023 - now

  • Complaints Escalation

    May 2017 - May 2023