Rabi Singh Email and Phone Number

-Successfully led and managed a team of 15 associates, ensuring adherence to work schedule, SLAs, and achievement of daily, weekly, and quarterly targets.-Set project goals, created timelines, allocated resources, and ensured timely completion of deliverables.-Effectively managed both internal and external stakeholders, fostering strong relationships and facilitating seamless collaboration.-Led weekly client meetings to provide updates on process status, results, and address any… Show more -Successfully led and managed a team of 15 associates, ensuring adherence to work schedule, SLAs, and achievement of daily, weekly, and quarterly targets.-Set project goals, created timelines, allocated resources, and ensured timely completion of deliverables.-Effectively managed both internal and external stakeholders, fostering strong relationships and facilitating seamless collaboration.-Led weekly client meetings to provide updates on process status, results, and address any concerns or issues.-Created comprehensive weekly, monthly, and quarterly reports, highlighting key performance metrics and trends.-Collaborated with account managers to identify areas for improvement and drive process enhancements.-Communicated project development, timelines, and results to both the team and senior leader-ship.-Worked closely with other support functions, such as HR or quality team, to implement process improvements.- Assigned tasks, provided clear direction, and ensured effective communication among team members, fostering a collaborative and supportive environment.-Evaluated and managed the performance of team members, conducting regular performance reviews, providing constructive feedback, and identifying areas for improvement. Also actively participated in goal setting and career development discussions.-Proactively drove continuous improvement within the team and process by identifying areas for optimization, streamlining workflows, and implementing best practices.-Single-handedly managed Salesforce tools, overseeing all reports and delegating tasks as per requirements. Show less

-Managed a team of 25 CSR 1 and 10 CSR 2 customer service specialists in the escalation department.-Intervene on a daily basis to ensure the team meets client and stakeholder metrics targets.-Increase the productivity and efficiency of team members by identifying root causes and facilitating training and development as needed.-Responsible for managing the operational performance of production and process development.-Identify issues and provide analysis to Tier 3 team for… Show more -Managed a team of 25 CSR 1 and 10 CSR 2 customer service specialists in the escalation department.-Intervene on a daily basis to ensure the team meets client and stakeholder metrics targets.-Increase the productivity and efficiency of team members by identifying root causes and facilitating training and development as needed.-Responsible for managing the operational performance of production and process development.-Identify issues and provide analysis to Tier 3 team for resolution.-Maintain and communicate KPIs and KRAs, ensuring adherence to SLAs.-Collaborate with Technical team to minimize customer discomfort and deliver excellent service experience.-Improve product defects or discomforts based on analysis from end users and share findings with the team.-Continuously improve agent efficiency through coaching, monitoring, and real-time analysis.-Thrive under pressure, demonstrating flexibility and transparency to meet operational requirements.-Skilled in communicating with all levels of the business, presenting thoughts and ideas effectively.-Metrics-focused with strong data interpretation skills to provide reports. Show less

- Lead on two critical Global Accounts for Infosys, frequently interacting with clients to ensure smooth process operations.- Provided daily direction and communication to employees, ensuring timely and efficient customer and client service.- Suggested methods to improve area operations, efficiency, and service for internal and external stakeholders.- Provided regular statistical and performance feedback and coaching to team members.- Ensured employees had necessary training and… Show more - Lead on two critical Global Accounts for Infosys, frequently interacting with clients to ensure smooth process operations.- Provided daily direction and communication to employees, ensuring timely and efficient customer and client service.- Suggested methods to improve area operations, efficiency, and service for internal and external stakeholders.- Provided regular statistical and performance feedback and coaching to team members.- Ensured employees had necessary training and resources for their job performance.- Resolved employee relations issues and maintained a high-quality work environment.- Prepared warnings and effectively communicated corrective actions when necessary.- Worked on managing and presenting crucial data from different locations worldwide.- Utilized basic robotic automation tools to save manpower and streamline team tasks.- Proven experience in actively participating in and contributing to business review meetings, such as WBR and MBR sessions, showcasing strong communication and collaboration skills, alongside the ability to analyze data and offer insightful contributions. Show less

- Played a crucial role in transitioning Amazon.com and Amazon.in chat processes, involving customer support, escalation, process delivery, and meeting client SLAs.- Played an integral role in Weekly and Monthly Business Review meetings, collaborating with clients and stakeholders to discuss progress, address challenges, and align strategies with organizational goals, while providing valuable input and recommendations.- Led the Amazon.in Email process, effectively managing relationships… Show more - Played a crucial role in transitioning Amazon.com and Amazon.in chat processes, involving customer support, escalation, process delivery, and meeting client SLAs.- Played an integral role in Weekly and Monthly Business Review meetings, collaborating with clients and stakeholders to discuss progress, address challenges, and align strategies with organizational goals, while providing valuable input and recommendations.- Led the Amazon.in Email process, effectively managing relationships with clients and ensuring excellent customer support.- Oversaw NH batches frequently facilitating training and certifications, and also contributed to the talent acquisition team by conducting final round interviews.- Successfully transitioned the Work from Home Campaign for the Amazon Email process.- Served as an Assistant Manager Customer Care at Teleperformance Indore, responsible for the Yahoo.com process.- Led the transition of voice and two tech campaigns, ensuring daily deliverables were met and providing training and certification support.- Actively managed employees to ensure efficient and effective call handling.- Established work procedures and processes aligned with company and departmental standards and strategic directives.- Effectively communicated work procedures and company policies to staff members.- Implemented corporate and departmental policies, procedures, and service standards in collabo-ration with management.- Provided guidance to employees in handling complex problems and resolved escalated complaints or disputes. Show less

- Managed and oversaw Voice, Chat, and Email Campaigns, ensuring team adherence to daily KPIs and deliverables. Implemented coaching and feedback sessions to drive continuous improvement. Successfully facilitated necessary trainings to enhance productivity and skill development.

- Began career at Wipro BPS, and soon started leading a team- As a Stand-Up Team Lead for Talk Talk Technical Support and Sales Campaign. Successfully transitioned to ENU Project EXXON MOBIL, overseeing client management, and resolving issues with merchandise and owner.