Dicky Singh Email & Phone Number

Gurugram, Hr, In

India

A hands-on role right from driving strategy, building high performance support teams, interacting with functional leaders to identify opportunities for improving performance and customer experience. Work closely with other department heads and product teams to ensure alignment, lead cross functional projects that involve operational changes. Using data analytics to monitor operational performance, identify trends, provide regular reports and insights to senior management on operational metrics and performance indicators

Gurugram, Haryana, India

Lead the Customer support to deliver best in class customer experience. Help drive end to end customer experience from onboarding, product adoption, support and retentionIdentify Voice of customer from feedback and escalations. Identify Top case drivers from incoming support volume. Attract, hire, develop and retain top talent. Creating growth path for each level and making sure that everyone’s job is fun and revolves around customer happiness. Promoting a performance driven cultureDrive transformation across people, process and technology to deliver best in class CSAT and NPS scores

Identify and drive automation, robotics and digitization opportunities to make operations faster, agile and efficientWork with Marketing team to define product roadmap and ensure the volume of calls increases on daily basisWork on Turnaround time- Making sure the team can provide resolution to customers within the SLA’sImproved Staff productivity by launching smart workflows and operational excellence framework

Joined as a Team Lead and promoted to Group Manager and then Senior Group ManagerLead Collections process and customer service. Expertise on the various aspects of staffing, Service Level, Average Call Handle Time, Agent Performance management via CMS Real Time and call recording tools like NICE.End to End focus on customer satisfaction (CSAT), First call resolution (FCR), AHT (Average Handling Time) and Quality scores.Driving profitability at the account level by optimizing costs and mining business opportunitiesDriving Net Promoter Score (NPS) survey at the vertical level. Project manage respondent list collations, predictive NPS exercises, rollout and reportingWork with support leads and managers to analyze and drive metric performance in team for number of calls and emails handled. Successfully managed seasonal volume ramp ups and ramp downs (1X – 4X – 1 X)

Noida, Uttar Pradesh, India

Responsible for Team Management and Leadership- oversee day to day activities of collection agentsMentorship- Provide guidance, support and training to team members to improve skills and knowledgeProcess Management- Workflow Management, Process Optimization, Compliance, Quality AssuranceTraining & Development- Skill Development, Coaching and Career DevelopmentConflict Management- Issue Resolution, Escalation HandlingBudgeting and Resource Allocation & Cost Management Continuous Improvement- Implement feedback loops to continuously improve collection strategies and processes

Education record

Bachelor'S Degree