Ritesh Singla work email
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Ritesh Singla personal email
Building contemporary communication channels to get closer to customers, automating engagements to improve nimbleness, and building a within organization NPS culture yielding greater customer experience.Specialties – Customer Service & Delivery across 3 different industries – large scale operations & backend sales.NPS culture building & Change Management,Technology - Artificial Intelligence based applications, CRM, Customer PortalProgram, People & Vendor Management, Process Engineering & Business ExcellenceCertified in Lean 6Sigma, Just In Time (Lean) methodology, PMP trained.
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Vp CrmBptp Ltd. Aug 2024 - PresentGurugramWorking on CRM Transformation and leading GGN CRM operations.
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West Head - CrmTata Realty And Infrastructure Ltd Feb 2021 - Aug 2024Mumbai, Maharashtra, India -
Head Of Department, Customer-Centricity, Godrej Properties - PuneGodrej Properties Limited Apr 2018 - Feb 2021Pune Area, India -
Head Technology Initiatives Customer CentricityGodrej Properties Limited Mar 2016 - Feb 2021MumbaiCore member setting NPS culture in organization, building Customer Centric behavior at all levels of hierarchy - NPS as KPIs, NPS measurement - Top down/ Bottom Up, Analytics, Dashboards & MIS, Course correction & Capability building.eCRM – Unique/ First in Real Estate industry for end to end customer life cycle on e-platform. 2year mega project - Work simplified/ Automated/ Logical system output. Policies/ SOPs, setting measurement & governance structure, capability building. MIS, actionable insights and escalation matrices on 13 identified processes in Customer life cycle.Customer Portal – Digital engaging with the customers on both Web & Mobility with Payment gateway.Annual Plan, LRP, Budgets, Cross-functional & Regional Stakeholder alignment.Artificial intelligence based Chatbot
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Senior Manager - Customer CentricityGodrej Properties Limited Aug 2014 - Mar 2016MumbaiEstablished central Customer Service Operations for GPL pan India sites – Call center, Process, Knowledge, Quality.Established Query/ Escalation Management – Process, Operations & SFDC based App delivered.Advocate Customer’s voice for Service/ Product enhancement.
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Sr Program Mgt Advisor - Site Operations (Service Delivery & Sales)Dell Jul 2012 - Aug 2014Chennai Area, IndiaLead Service delivery operations worth $1Million Monthly business, had 2LOBs & 300 Front Line Agents. Managed Dell’s Out Sourced Partner – Sutherland. KPIs- Site Productivity, Quality, Opex, Training, Business Excellence & Customer Experience improvement, Sales Queue Margin, Vendor Management (Contract Development, Change management & Negotiations at Partner site) -
Program Management Advisor (Business Excellence & Global Program Management)Dell Jun 2009 - Jul 2012Chandigarh* Lead mega project to reduce Repeat Calls & improve First Call Resolution for 13 North America Sites, saving of $5Million per year, CE improvement of 5%.* Launched new site – India Tech Support @ Chandigarh, 200 seats, Process Blue book & Operations* Lead Analytics & Strategy team – Site Strategy for handling operations with best quality output & Business Contingency Recovery Plan* Program Managed “Case Management (CM)” for ITS Enterprise (4Sites in India) – query management methodology, campaigns across 4 Sites* NPS Strategy & Operations - Turned around ITS Enterprise NPS (Net Promoter Score) in 1Year (-10% Q1FY11 to +10% Q4FY11)
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Senior Service Delivery ManagerDell May 2007 - May 2009Chandigarh Area, IndiaTransitioned & handled a Process, “Internation Tag Transfer”. Productivity, Quality, Cost, Delivery, Morale.
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Member EngineeringTvs Motor Company Ltd 2002 - 2005Mysore* Set up complete Quality Management System for Scooter Engine Assembly. Worked for DEMING Quality Award, TS 16949 & ISO 9001* Had set up JUST IN TIME Concepts - MY ENGINE in Scooter Engine assembly to reduced Production Rollover from 1.5Hrs to 20min resulting in cost saving of INR 120 Lakhs (Projects included –Jissen Dojo, Sub-Assembly Mizushumashi, Multi Product manufacturing facilities (SPMs/ Jigs/ Fixtures, MTMs & Layouts) * Turned around high Defect Producing Engine Assembly to benchmark Assembly Line, Defects as high as 15% Mar’2003 to sub 1% Dec’2004, External Customer Complaints reduced from 3% to 115PPM during same time period) || Poka Yoke, Kaikaku Projects, SOPs & Operator Training* Was sponsored for Post-Graduation Study from IIT Madras by TVS Management
Ritesh Singla Skills
Ritesh Singla Education Details
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General Management -
Mechanical
Frequently Asked Questions about Ritesh Singla
What company does Ritesh Singla work for?
Ritesh Singla works for Bptp Ltd.
What is Ritesh Singla's role at the current company?
Ritesh Singla's current role is VP - CRM at BPTP.
What is Ritesh Singla's email address?
Ritesh Singla's email address is ri****@****ell.com
What schools did Ritesh Singla attend?
Ritesh Singla attended Institute Of Management Technology, Ghaziabad, Thapar Institute Of Engineering & Technology.
What skills is Ritesh Singla known for?
Ritesh Singla has skills like Management, Project Management, Outsourcing, Team Management, Program Management, Business Analysis, Cross Functional Team Leadership, Process Improvement, Crm, Strategy, Strategic Planning, Quality Management.
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