Devinder Singh Email & Phone Number

Gurgaon, Haryana, India

➤Managing a large, multi-regional team across India, Romania, Denmark and Germany, ensuring seamless service delivery and operations for markets in Europe, the USA, and the UK, while optimizing coordination and performance across regions. ➤Leading and managing a remote Business Development team for the EU market, specifically targeting Germany, France, and Spain. Overseeing a business portfolio generating annual revenue of €30.2 million, ensuring growth and client satisfaction. ➤Driving supply growth for OYO in Germany, generating 2 million Euros/month in revenue, and turning around a declining portfolio with a +10% growth rate. Increasing new supply by 40% through improved sales strategies and customer retention models. ➤Establishing centralized operations and reducing operational costs by 50%, while creating backup support teams in India for Europe, minimizing reliance on on-ground operations. ➤Setting up Customer Experience (CX) operations and revamping support SOPs, reducing refund times by over 50%, and improving guest satisfaction by 20% through automation and instant service improvements. ➤Leading the transition from traditional ground operations to centralized remote operations in KSA, UAE, Denmark, and Germany, implementing innovative tech solutions like IVRS and chatbots, and reducing contact center costs with $7 million in annualized savings. ➤Boosting revenue by 33% and reducing operational costs by 25% through process enhancements, self-service options, and technology integration, while focusing on customer satisfaction and streamlined service delivery.

Dehradun

➤Led a team of 1,200+ employees across multiple BPO verticals (customer service, sales, technical support) and managed cross-functional collaboration with HR, IT, Finance, and Quality Assurance departments. ➤Ensured adherence to KPIs like CSAT, FCR, and AHT through continuous process improvement, resulting in a 15% increase in efficiency and 10% reduction in operational costs. ➤Served as the primary point of contact for key clients, ensuring contractual compliance, timely service delivery, and client satisfaction, which led to improved client retention and customer satisfaction. ➤Managed the operational budget by controlling expenditures and implementing cost-saving initiatives, achieving a 20% reduction in operating costs while maintaining profitability and service quality. ➤Spearheaded training programs and mentorship initiatives that boosted employee performance and retention rates, resulting in a more skilled and motivated workforce. ➤Implemented risk management strategies and ensured compliance with industry regulations, SLAs, and company policies, safeguarding data security and operational continuity.

➤Managed a team of 100+ agents, overseeing daily operations, and ensuring high-quality customer service across multiple channels (inbound/outbound calls, email, and chat).➤Implemented Standard Operating Procedures (SOPs) to improve efficiency and service consistency. ➤Enhanced customer experience through customer feedback systems, training programs, and process optimization, achieving significant improvements in Customer Satisfaction Scores (CSAT) , First Call Resolution (FCR) , and Average Handling Time (AHT) . ➤Led recruitment, training, and development of agents and team leaders, conducting regular coaching and performance evaluations to improve communication, problem-solving skills, and adherence to performance metrics. ➤Coordinated with third-party service providers, ensured service quality through SLAs, presented performance reports to senior management, and implemented cost-saving measures, contributing to a 10% reduction in operational costs .

Dehradun

➤Oversaw daily operations for a team of 300+ agents, ensuring adherence to SLAs and optimizing workflow distribution. Monitored key performance metrics like First Call Resolution (FCR) and Average Handling Time (AHT) to drive operational efficiency. ➤Acted as the primary liaison for clients, managing relationships and conducting regular performance reviews. ➤Developed strategies to enhance customer satisfaction, achieving a 20% increase in Customer Satisfaction (CSAT) scores. ➤Led and mentored a diverse team, conducting performance evaluations and training sessions to improve agent skills and retention. Implemented best practices that resulted in a 15% improvement in FCR. ➤Developed and executed operational strategies to streamline processes, resulting in a 12% reduction in operational costs. Utilized data analysis to forecast staffing needs and implemented automation tools that reduced inbound call volumes by 10%.

Dehradun

➤Managed a span of 500 + Agents, 5 AMs, 30+ TL’s for a Telecom client partner.➤Monitored and continuously improve process Metrics (Avg Speed of Answer, Resolved on Phone, Wing to Wing Resolution time etc.)➤Conducted weekly & monthly reviews with senior stake holders to update on Helpdesk performance➤Conducted Root Cause analysis & develop corrective action plans on missed metrics➤Managed Clients by addressing transactional/daily issues/concerns or process changes ➤Addressed all service requests raised by the clients ➤Increased analyst retention by providing job enrichment, career planning, coaching & mentoring➤Conducted annual appraisals for all team members to provide feedback on their performance➤Initiated new ideas, translate/implement best practices to enhance Process Improvements➤Identified training needs (TNI) for all agents and engage specialists to drive improvement➤Calibration between Voice, Quality & Process trainer to improve performance for all helpdesk agents➤Consistently improved ROFC (Resolution on First Call) metric