Nikesh Singh Email and Phone Number

Continuously monitored the customers and stakeholders requirements & highlight performances and take actions on spot if needed to Provide constructive feedback - Coaching, mentoring, ensuring that service levels are met to motivate and evaluate the performance of the team on a regular basis, Identifed performance gaps, formulate action plans to address identified gaps, implement and monitor action plans to ensure success, Ensuring the proper and effective implementation of new and existing customer service structures & procedures . Understand & analyze customer service related reports, proactively make suggestions for improvement . Monitoring team attendance, document infractions and implement corrective action . Assisted with planning/organizing the proper coverage & align staffing Supervise the quality assurance process and related training of staff members ensure quality customer service . Participated in recruitment activities (screening, interviewing) .

Seconded Position: Mentored team and conducted 121's and enhanced performance. Assist case handlers in queries and concerns. Provide any updates/ changes by organising meetings. Deliver additional support to colleagues for achieving desired targets. Manage complex conversations, including feedback related to quality fails and maintain conversations regarding behaviours and dismissals. Facilitate team members regarding personal concerns and a variety of needs.

Pennon Water Services

South Staffordshire Water Services